Active marketing directed at elderly people on Facebook brought Médecins Sans Frontières (Leger Uten Grenser) into contact with a 90-year-old who was impaired by dementia and stroke. They sought to be included in his will. Relatives halted the process, but Médecins Sans Frontières nevertheless made contact again. They now describe it as a human error and offer an unreserved apology.
“Your most important heir may be someone you have never met.” Such was the message in a letter from Médecins Sans Frontières to a 90-year-old man who had recently suffered a stroke.
“Drawing up a will is an active and personal choice that can make a significant difference for our patients,” they stated. “If you wish to give to more than those who are heirs by law, writing a will is the only way to ensure your last wishes,” it continued.
The letter was signed Ane Nustad, Head of Wills (Testamentansvarlig) at Médecins Sans Frontières.
Ane Nustad, Head of Wills at Médecins Sans Frontières
Photo: Médecins Sans Frontières
When the 90-year-old received the letter, he was at a rehabilitation home. It was less than a month after the stroke. He had previously also been diagnosed with early Alzheimer’s disease and was under the guardianship of his spouse.
The relatives contacted Médecins Sans Frontières and explained the situation. Médecins Sans Frontières claimed that an order had been made in the man’s name. The man had, however, had access to Facebook, where Médecins Sans Frontières runs advertising campaigns directed at elderly people, for a place in their wills.
The situation was clarified between Médecins Sans Frontières and the relatives.
But Médecins Sans Frontières did not desist
Three months after the first letter, the 90-year-old is in a nursing home. He no longer has a telephone and is no longer on social media.
Then a new letter arrives by post. “Dear NN, thank you very much for your interest in the work of Médecins Sans Frontières. We are contacting you to ascertain whether you received the information you needed in the brochure you have received regarding testamentary gifts”.
“We can also ensure that you receive free legal assistance if you wish to benefit Médecins Sans Frontières in your will. Together we save lives”.
Once again, it is Ane Nustad, Head of Wills, who signs.
The relatives believed this had been resolved and reacted to the contact.
Never happened before – apologises
Document contacted Nustad and was referred onwards to Silje Grytten, Head of Communications and Public Affairs.
Head of Communications and Public Affairs Silje Grytten at Médecins Sans Frontières.
Photo: Médecins Sans Frontières
We requested a comment from Médecins Sans Frontières on the second letter, given that they were informed of the addressee’s condition. After some back and forth, the apology came.
– There was no motive behind the dispatch of the letter that was sent on 13 April. A human error has occurred here, and we are naturally very sorry for that, replies the person responsible for testamentary gifts at Médecins Sans Frontières, Ane Nustad, in an email to Document.
– The dispatch was step 2 in a new campaign we initiated this autumn, in which those who completed the form from Facebook would either be called or receive a letter, depending on what was selected as the preferred method of contact. In this case, where there has been contact with close relatives who informed us that such follow-up was not necessary, nothing should naturally have been sent out. This is the first time we have been contacted regarding such an error having been committed, but it is one too many.
– We will review our procedures in order to avoid such an error occurring again. I must also add that although we hope this does not apply to others, we greatly appreciate it when people provide us with feedback when they discover that we make mistakes. We will do our utmost to ensure that it does not happen again, but in this instance we must simply offer an unreserved apology, Nustad concludes.