- Mary Kerswell, 67, paid £10 to see records at Biggleswade Health Centre
- But receptionists ‘refused to print them out’ she claims
- She was handcuffed and led off by police after she refused to leave
By
Amanda Williams
03:51 EST, 8 April 2013
|
06:42 EST, 9 April 2013
Handcuffed: Mary Kerswell was led from Biggleswade Health Centre by police after a misunderstanding over her medical notes
A grandmother was handcuffed and led away from her doctor’s surgery by police after a row over her demand to see her medical notes.
Mary Kerswell, 67, asked for a copy of her GP records after she was called in for a urine test for a kidney condition she did not have.
When the mother of two was shown a brief summary of her medical history she was shocked to see that as well as being wrongly listed as having chronic kidney disease, it said she was a heavy smoker with Alzheimer’s.
The incorrect summary of her notes also said the healthy pensioner had undergone a hysterectomy and a double hip replacement.
Concerned about the errors, Mrs Kerswell demanded a copy of her full 43-page medical notes – as patients are entitled to do – and was told it would take a week. But when the retired scientist returned to the surgery a week later after paying a £10 fee, she was told the notes were not ready.
Frustrated, Mrs Kerswell staged a sit-in and refused to leave until the receptionist printed the records and addressed the errors.
But the surgery called the police and a community support officer attended, before calling for back up.
Mrs Kerswell was then handcuffed and spoken to in a police car. The pensioner, from Biggleswade, Bedfordshire, yesterday told the Mail that she could not believe the reaction to what she claims was a ‘peaceful protest’.
She said: ‘When I went back they were not ready. The receptionist insisted they could not print the records for me.
‘I was going to see my cousin the next day and then be away and I wanted to get the records sorted.
‘So I said I would wait. Anyone else would have just left me sat there until I gave up. They told me if I did not leave they would call the police. But I wasn’t doing anything wrong. It was a peaceful protest. I just sat there and sat there wishing I had my Kindle with me.
‘A PCSO came and called for reinforcements and then a policeman handcuffed me and led me outside. I just had to laugh. I could not believe what was going on. All because the receptionist wouldn’t press “printâ€.’
Receptionists at the Biggleswade Health Centre in Bedfordshire (pictured), reportedly refused to print them out the records for Mrs Kerslake
Yesterday, Bedfordshire Police apologised to Mrs Kerswell after admitting that the incident, in December, could have been dealt with ‘in a less intrusive manner’.
Chief Inspector Mark Upex said: ‘I have spoken with Mrs Kerswell on two occasions and while she does not wish to make a formal complaint, she did raise some concerns about the actions taken by the officers.
‘The officers involved have been spoken to and advised about their future conduct. Mrs Kerswell was satisfied with this outcome.’
Mrs Kerswell said she was called by Biggleswade Health Centre just two days after the incident and told she had been taken off their patient list. She has since had to find a new GP. She has complained about the inaccuracies in her medical records.
A spokesman for NHS Midlands and East said: ‘The investigation into this complaint is still on-going and therefore we are unable comment.’ The GP surgery was unavailable for comment.
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I’m not sure why I got so many red arrows on my comment about your notes belonging to the surgery and the health authority. This is a fact and I know this because I work in a doctors surgery and have done for ten years. – slightlybewildered, BEDFORDSHIRE, United Kingdom, 9/4/2013 11:43
———Probably because your previous posts reveal your total ignorance of patient’s rights to see their full medical records having followed the procedures laid down and paid £10. As a someone who works in a doctor’s surgery you should know this and I point you to the box in the article that explains the law. For some reason, a minority of doctor’s receptionists have an opinion of themselves way above their capabilities and powers, and you have proved that you are one of them. You need retraining.
Well said Crisser!!!
ST
,
Windsor, United Kingdom,
09/4/2013 13:32
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Report this doctor to the GMC now.
1) Patients are, by law, allowed to correct errors on their notes.
2) The notes do not ‘belong to the surgery’ – the data belongs to YOU, the patient.
3) the Surgery can be FINED by the ICO for not providing the records under the Data Protection Act. I know this because (old) Surgery came perilously close to this last summer.
4) Whoever made the error on the notes should be sued.
Doctors and the NHS are a law unto themselves, and can literally ‘run rings’ around patients. Everyone should know what is written on their records. When will the NHS learn that it exists for the benefit of patients NOT themselves???
ST
,
Windsor, United Kingdom,
09/4/2013 13:26
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at queens hospital in burton upon trent read the notices on the walls and count the number of errows,passes time away while waiting in ae,don’t ask about the letters they send they really should get a spellchecker
jp
,
derby, United Kingdom,
09/4/2013 12:41
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HOW MANY POLICE TO A Drs.SURGERY IN BROAD DAYLIGHT ?.NO CURBS TO TRIP UP,NO COMPENTATION CLAIM,WHAT IS THE WORLD COMING TO?.
English and Proud
,
Worcestershire,
09/4/2013 12:36
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I’m not sure why I got so many red arrows on my comment about your notes belonging to the surgery and the health authority. This is a fact and I know this because I work in a doctors surgery and have done for ten years.
– slightlybewildered, BEDFORDSHIRE, United Kingdom, 9/4/2013 11:43
———Probably because your previous posts reveal your total ignorance of patient’s rights to see their full medical records having followed the procedures laid down and paid £10. As a someone who works in a doctor’s surgery you should know this and I point you to the box in the article that explains the law. For some reason, a minority of doctor’s receptionists have an opinion of themselves way above their capabilities and powers, and you have proved that you are one of them. You need retraining.
crisser
,
Manchester, United Kingdom,
09/4/2013 12:28
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Mr A Petres, Derby
There’s a habit on DM comments for people to say ‘It sounds as if she was mentally unwell’ or some other version, and more often than not about females.
While we don’t ‘own’ our medical records, we have the right to see them. This lady had a valid reason to see hers. I would be concerned if the little I had seen was actually written about another person. These records are meant to follow us throughout our lives –
I am A+, but when my son was damaged at birth and needed a blood transfusion I found a SCBU Dr altering my blood group in my notes to A-. I was confused at first, until I remembered Rhesus incompatibility would be a good excuse for the mismanagement of my sons birth. I had to tell her that as far as I knew my blood group had always been A+, she needed either to do another blood test to check, or put the correct group back on my record.
Imagine the palaver if I had other pregnancies in the future. I would have been as angry as this lady.
Kirstie
,
Chatham,
09/4/2013 12:26
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There has been a very big mistake on the part of the Police. The senior officer “mitigated†well, but will they take this opportunity to go back to the idea that all are subject to the law. Ask any of the officers what they would have done if A CS4 employee did that to their Granny at the same location. Eh!
The law has to be administered correctly if you want to keep Britain British.
Michael
,
Ex of London,
09/4/2013 12:16
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How the heck did ‘Plod’ manage to get over the kerb without hurting themselves ? Give them a Queens Gallantry Medal!!! ( Sarcasm mode on Full!)
tinytop101
,
Doncaster, United Kingdom,
09/4/2013 11:44
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I’m not sure why I got so many red arrows on my comment about your notes belonging to the surgery and the health authority. This is a fact and I know this because I work in a doctors surgery and have done for ten years.
slightlybewildered
,
BEDFORDSHIRE, United Kingdom,
09/4/2013 11:43
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Jobsworths, jobsworths and yet more jobsworths doing what they do best, i.e. the square root of nothing.
Aylyn
,
Torrevieja,
09/4/2013 11:39
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