Adventures with Data Protection

I spend a lot of time these days looking after my mother who will be 90 later this year. Her memory is not what is was, in fact sometimes she’ll have breakfast, fall asleep in the chair and wake up wanting her breakfast. My brother and I think of it as her reset mode, as if someone has pressed control alt and delete on her personal memory bank and all that has gone before has been wiped clean.

Her hearing aids are a big problem too, despite the note written large on her table which says ‘DON’T HIDE AWAY YOUR HEARING AIDS. LEAVE THEM WHERE YOU CAN SEE THEM.’ We tend to spend a lot of mornings searching for her hearing aids because she cannot remember where she put them, unless we were there when she took them out, and even then we are only human and sometimes forget ourselves.

Both her hearing aids need new earpieces and the doctor referred her to Specsavers which is only a short walk away so happily I can push her there in her wheelchair and do away with the nightmare of trying to get her in and out of my car.

The other day I called Specsavers and asked if they had the referral yet. They couldn’t find it but were very helpful and said if I contacted the doctor’s surgery and they had the referral to hand then they could either fax or e-mail it to Specsavers and then provided me with the necessary fax numbers and email addresses.

The Doctors’ surgery was not though helpful at allthough. The referral had gone through, yes. E-mail? No, it had to go through proper channels. Fax it? Fax? They hadn’t had a fax machine for years implying that I, that top notch technology savvy writer and blogger, was a good few light years behind the times.

My mother did have a letter about an appointment which needed to be booked via something called the NHS gateway. Was that the referral I asked? Could be . . .

I then called the NHS booking gateway, supplied the reference numbers and asked to book the appointment. Could my Mum confirm some details? Not really, she’s having trouble with her hearing aid. OK they said we’ll sort it out. After a moment, they said, yes it’s all sorted, we’ll send you a letter about it.

Is it for Specsavers I asked?

Sorry, we can’t tell you because of data protection.

What was the date and time?

Sorry, can’t tell you because of data protection.

The thing is, I tried to explain, it will be me taking Mum for the appointment so I could do with knowing the where and when as that could be pretty helpful.

Sorry, can’t tell you because of data protection.

OK, what if I put Mum on the phone? OK but we have to verify her identity. Right so I put Mum on the phone and the guy asks her can you confirm your name?

MUM: What?

GUY: Can you confirm your name?

MUM: What?

ME: He’s asking your name!

MUM: OK It’s (Ooops, sorry data protection, can’t reveal that on this blog!)

GUY: What is your date of birth?

MUM: What? Speak up!

GUY: What is your date of birth?

ME: Your date of birth Mum!

MUM: It’s (whooa, can’t reveal that here on this blog post because of data protection!)

GUY: What is your post code?

MUM: What!

ME: Your postcode?

MUM: Er . . .

ME: (Whispering) It’s (whooa, can’t reveal that here on this blog post because of data protection!)

GUY: Just a minute, I heard you telling her the answer!

ME: She’s a deaf old lady and couldn’t remember it!

GUY: Well, we’ll send your Mum a letter with the date of the appointment.

ME: It would just be so helpful if you could tell me when it is because I am the one who will be taking her for the appointment!

GUY: Sorry, can’t reveal that because of data protection!

The really good thing is that not long afterwards Specsavers called me back to say they had received the referral and that my Mum was booked in for (Ooops, sorry data protection, can’t reveal that on this blog!)


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