"Gerard Hales
(Address)
PRIVATE AND CONFIDENTIAL

05/11/2025

Chartwell Green Surgery
Wessex Road
West End
Southampton
SO18 3RA

Dear Nigel Jones

I am writing to complain about the treatment of myself Gerard Hales
by the NHS regarding the new appointments service.

On the 3rd November 2025 I rang Chartwell to make an appt. only to find that a new online appointments system had been instituted that very day. Having first attempted to navigate the new system I immediately rang the practice and tried to explain that without the help of an advocate in such circumstances my elevated stress response makes it very difficult for me to formally address such issues and often causes me to have an MH episode which can vary on a spectrum between; increased anxiety, self-harm threat episodes, panic attacks, full self-harm episodes and other severe behavioural reactions (which is in-fact what happened). The staff merely insisted that I had to fill in the online proforma or could come into the surgery and use a laptop there. I explained that I live alone and have mobility issues (of which the surgery are aware) and that my issue of requiring advocacy would still not be addressed, however, the staff were adamant that they could not otherwise help. As a result I struggled in my attempt to use the online proforma at home and deliberately did not fully engage with some of the questions asked (in order to manage my MH issues). I have been in a very poor psychological state since and am suffering from heightened symptoms of my disorder (this complaints process itself being very challenging for me). Furthermore the proforma questioned me on my employment orientation, something I only discuss with employment advisers in the presence of an advocate, however, there was no alternative but to make some response on the form in order to secure an appointment, something that equates to duress and that I was not expecting. I do not give the NHS permission to use this data (esp. considering the bullying and deceitful way it was acquired) and maintain that both the use of such data and its acquisition constitutes a breach of my human rights and is effectively illegal. I discuss my health condition with my primary health care providers not my employment status unless I choose so to do.
As I have stated my health has suffered considerably as a result of being forced to comply with these new strictures and I am seeking redress from the NHS for both the infringement of my rights and the subsequent deterioration in the condition I was seeking medical intervention with.
I wish the practice to acknowledge my complaint, to attempt to address my subsequent deterioration and to help me in complaining further regarding this new (and entirely inappropriate) appointment system to the NHS.

I would like you to carry out a full investigation into my concerns and provide a response in accordance with the NHS Complaints Process.

I look forward to hearing from you in due course.

Yours sincerely

Gerard Hales"