@Whitestar5 - as mentioned, I did email about this and also pointed out that other companies pay for such messages, but as ever it all fell on deaf ears. They will have to do something as they are losing their workers over suspect/harshly phrased feedback, poor pay against other companies etc.
@danblack87 - your CC patient feedback is amazing - I always give the name of the patient, and also address if has been dictated at the start of the letter - normal secretarial procedure! Who is doing the proof reading? The cleaner?