PRIVATE & CONFIDENTIAL Trust Headquarters

Dr Joseph Barker West London NHS Trust

1 Armstrong Way
joseph.barker@nhs.net SOUTHALL
Middlesex
UB2 4SA

Tel: 020 8483 2175

Email: Complaints@westlondon.nhs.uk
Web: www.westlondon.nhs.uk

Date: 31 January 2023

Complaint No: PET2475
Case Handler: Janet Lloyd

Dear Dr Barker,

Thank you for contacting the complaints team at West London NHS Trust. I am sorry to
read of the concerns you raised in your email dated 03 January 2023 regarding the care
your father, Mr Nigel Barker, has received from Hounslow East Mental Health Integrated
Network Team (MINT), Dr Shakya, the Single Point of Access and Crisis Team.

We are now writing to inform you that the investigation into the issues you raised is
complete and a draft response has been developed to identify any learning and actions have
been taken where learning has been identified.

In accordance with the NHS Complaints Procedure we are required to seek consent from
the patient directly if a complaint has been made on their behalf by a third party, in relation
to their care and treatment at West London NHS Trust. Unfortunately, in this instance I am
unable to provide you with a full response as we have not received your father’s consent to
disclose his clinical details to you in relation to this complaint. As per your email dated 05
January 2023 we have not contacted your father to seek consent as you felt he was too
unwell for us to do this.

I would like to reassure you that if we do receive consent in future I will write to you
accordingly. I would like to apologise for any distress this matter may have caused you.
Your complaint has been investigated in accordance with the Trust’s Complaints Procedure.
Your complaint was investigated by Janet Lloyd, Interim Clinical Governance Lead, your
father’s clinical records were reviewed on the Trust electronic patient records system (RiO).

I am sorry that we are unable to respond to you more fully at this time and I hope that you
will appreciate the Trust’s responsibility to respect patient confidentiality. If you require
any further assistance, please do not hesitate to contact a member of the Local Services
Clinical Governance Team on 020 8354 8174.

If you are not satisfied with the response, you have the right to contact the Parliamentary
and Health Services Ombudsman, the Ombudsman is independent of the NHS and will look
into any aspects of your complaint that you feel the Trust has failed to address. You can
contact the Ombudsman as follows:

Parliamentary and Health Service Ombudsman

Millbank Tower
Millbank
London
SW1P 4QP
Tel: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk

Yours sincerely,

Stephanie Bridger
Chief Nurse