Greenwich Primary Care Plus Greenwich

When you are referred to mental health services by your GP (and you are aged between 18 and 64), the Primary Care Plus Team receives the referral and a team member will carry out an assessment of your needs. They will then decide with you which part of the service will best meet your needs.

If it is agreed that you do not need their services, they will refer you back to your GP and advise them on how they can help you.

Oxleas Patient Experience survey

The Oxleas Patient Experience survey gives you the opportunity to feedback on the care and treatment you have received. We also encourage your friends, family and carers to also provide feedback. Hearing your views gives us a better understanding of the needs of our patients, families and carers which helps us to make sure that we are providing a good standard of care. 

The short survey only takes a few minutes to complete and you can provide a written comment explaining what you think is working well and what is not. The Patient Experience team will collect the results of the surveys and these are shared with the relevant departments and management teams. This helps us to shape our services to continually improve the quality of the care and treatment we provide.


  • Mental health services: Working age adults

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The closest train station is Woolwich Arsenal.


Market Street Health Centre
16-20 Market Street

SE18 6QR

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I attended a appointment with a dr with my son , I can describe this dr as arrogant, forceful , and unprofessional, he imformed me my son had trantrums when I said my son doesn’t have tandrums as he’s autistic, they are melt downs , he replyed in arrogant manner they are tandrums , as it the English language, if he was educated enough in how autism effects some people meltdowns are when some one who is autisic have sensory overload ,a tandrum are in contrast are when a person learns they can get what they want , this is not the case with autism, this doctor was forceful and aggressive in his tone when questioning myself , he also continually bombarded my son with questions and at no time , understood the concept how my son processes imformation , more worrying the doctor said not to mention, my sons other disability, when trying to get further help as he wouldn’t get it , more worrying if my son felt pressured and put on the spot the doctor kept on referring to his time , he questioned me when I said I wasn’t happy , with the service , in Forceful manner an abuse of power , this doctor clearly doesn’t have people skills and a lack of knowledge in how autism effects people .

Dear Jo

Thank you for your feedback and we are sorry that your experience was not a positive one.

We will follow up your concerns with the clinicians involved and make them aware of the issues you have raised.

Thank you for taking the time to post your comments. We want all our patients to have the best experience and be given the opportunity to access the right person who will be able to offer sound, professional and considerate advice, and guidance.

Kind regards

Sophia Ploumaki
Associate Director Greenwich Mental Health Services

Hi I hope you can help me
I spoke to time to talk and had apgone appointment with them
I've been told I am being referred to primary care plus that was from the 5th August 2021
Ive not heard anything from yous yet

Dear Mark

Thank you for your e-mail to us.

Surendr Jankee is the Manager of the PCP (Tel: 0208 301 8960) and will be e-mailing you soon to discuss your referral.

Kind regards

Sophia Ploumaki LLB (Hons)
Associate Director Greenwich Mental Health Services

I’ve had a diagnosis 2 years ago but never got my repeat prescription for my medicine only one off. I’ve called 10 times today and cannot get through to reception, once I’m the first in cue and it rings the phone just hangs up. There’s no email available. How on earth do I contact you???

Dear Natalia

Thank you for your email and we are sorry for the inconvenience caused to you. The service line manager Opeyemi Durojaiye Tel: 0208-319-5500 will be making contact with you to discuss ways forward.

Kind regards

Ms Sophia Ploumaki LLB (Hons)
Associate Director Greenwich Mental Health Services

Worst mental health service ever, got my meds and basically never heard from them again, honestly avoid this if you can, they do not give a crap about your mental wellbeing, so disorganised, never answer phone calls and seem to have no concept about how to deal with people.

Dear Ria

Thank you for your message and we are sorry to hear about your experience in accessing the service.

Anna Dube ( / 020 8301 8960) Clinical Improvement Practitioner will be happy to discuss your concerns and understand what can be done to improve your experience in accessing and using the service in the future. Anna will be in contact with you to arrange a mutually convenient time.

Thank you again for taking the time to offer us your experience.

Sophia Ploumaki
Associate Director Greenwich Mental Health Services

Which has been worse for my mental health? A) my actual mental illness or B) whatever it is PCP are doing? If you guessed my mental illness, you’re wrong.

I was referred to PCP by Time to Talk and things started off ok, I guess. I had an assessment with a psychiatrist which lasted roughly an hour and in which I mentioned some of the more pressing issues I had as well as some of the trauma I experienced as a teen. The psychiatrist suggested a potential diagnosis of EUPD/BPD and I was told I would be sent a flyer that would explain it so that I could see if the diagnosis fit.

To this day I have not seen this flyer so I looked up BPD myself.

In the next assessment I agreed I seemed to experience a bunch of the symptoms. I was told I would be referred for help for it and I was told to stop taking the antidepressants I was on. In this follow up call I brought up some of my symptoms that didn’t seem to fall under BPD. I was asked more questions and told I would be referred for an ADHD assessment as that seemed like a possibility.

It’s worth mentioning here that PCP’s ability to make me question whether entire conversations with them ever even happened, or whether i can add hallucinations to my list of symptoms, is worthy of my mother (derogatory).

Some memorable calls I have had with PCP include:

- them leaving me a voice message asking me to call them, me calling, them telling me someone will call back, and then not hearing from them again for two months
- being told I forgot to fill in part of my ADHD self screen report when I’d in fact filled it in
- me asking about the status of my referral to get help for BPD/EUPD and them seemingly having no clue what that was and telling me to self refer to Time To Talk (you know, the people that referred me to PCP in the first place)
- being told that despite showing signs of ADHD on my self screen report, my ADHD referral has been rejected because of my BPD diagnosis, never mind I’ve experienced symptoms of ADHD since childhood, never mind the psychiatrist said i should have the assessment

Also, if i had a nickel for every time in the past month I was asked whether I was taking my meds (yeah, the meds that PCP told me to stop taking 6 months ago) I would have two nickels. Which isn’t a lot but it’s weird that it happened twice.

PCP have not actually given me any help, instead I’ve once again been told to reach out to another service, who -- you guessed it! -- do not actually have any places available.

Somehow PCP has managed to make me want to unalive more than the mental illness they're meant to get me help for. (For legal reasons it's a joke, but like, is it though?)

In conclusion I propose a new slogan for PCP. Perhaps something along the lines of gaslight, gatekeep, give no help to anyone, ever.

I would rate PCP's services -100000/10

Dear Ana

I am very sorry to read your message and you have found PCP unhelpful. I understand that you have been talking to Nicholas and you had a call coming up soon. I think it would be helpful to talk to him again about what other support is available whilst you wait for therapy. I have made him and his manager aware of your concerns.

Kind regards

Helen Jones
Greenwich Service Director

I have become stuck in a cycle of presenting myself as a risk to myself, being referred to HTT, HTT seem to want to discharge you back to the local team or your gp. At times I felt pressured into saying that I am fine because it seems even HTT is fed up of doing their jobs. So it seems HTT doesn’t want to support me and neither does the local community team. I have tried to self refer to teams such as Greenwich time to talk but with no success as I have always been under the care of HTT or Adapt or I’m just in crisis. I can’t stress how frustrating this is as someone who has struggles coping with day to day life. The added stress of having to worry about my lack of care only heightens my anxiety as I feel I am stuck in a corner with no other Avenue. I have previously been under he care of another trust but because I moved home I have to deal with Oxleas. This has been the worst 3 years of my life and support is so minimal. I feel like all the trust wants to do is medicate you and expect all your deep rooted issues to just vanish.

Currently awaiting an appointment I received over 3 months ago. In this time I have been in regular crisis. I spoke to someone from adapt about my concerns and I requested a second opinion to which I was told there was only 1 psychiatrist currently working (the one I had seen) as the other was an maternity leave. I mean that answered my question; but no alternates were suggested or any other possible route. It was just left at that, which is as good as denying my request. I also questioned if I was going to receive a care coordinator or someone who is a first point of call. To which I was told my case ‘wasn’t serious enough’. You could only imagine the disappointment I felt & hopelessness after that comment. These are the people left in charge of my future. So discouraging.

Dear Crystal

Thank you for your message and we are sorry to hear about your experience in accessing our services. The manager of the ADAPT team Opeyemi Durojaiye will give you a call to discuss ways in which we can help you access the service best suited to your needs.

Sophia Ploumaki
Associate Director Greenwich Mental Health Services

I was referred to PCP from Greenwich Time To Talk as they said I was too severe and they couldn’t help me, then had the initial triage appointment and got told I would be contacted 2-3 weeks. I was also told I would get a PTSD diagnosis as my therapist from Time To Talk who I was with previously informally diagnosed me.

I ring up often to chase it up and it takes about a month of calling weekly and 3 months ago by and I finally have my first appointment, my medication gets switched, and I am told they will try and get me therapy from Time To Talk despite what I had said. I also get told they will monitor me closely as I have had a very bad reaction to antidepressants previously and I will have a follow up appointment in 8 weeks. Took me 2 weeks to even get a prescription as somehow 2 of them just never arrived at the pharmacy, and they only give me a fortnights script after being told 8 weeks. Try to get it sorted double check with pharmacy GP, finally my GP has to prescribe because the 2 times they were meant to send it again, never arrived.
I call to double check if my follow up appointment has been booked and I am told they didn’t plan on because I am living in the other side of London for uni but my GP and all healthcare is registered at my parents, something I have mentioned many times as I am struggling with these wait times once again and can’t afford to wait another 6 months.
I still haven’t been diagnosed only “Anxiety with underlying emotional difficulties” which I do not agree with and I am shocked of how bad the service is. The secretaries I have spoken to have been very helpful especially Louisa and I am still expecting a further update from her but this shouldn’t happen. I was referred due to a suicide attempt and can’t feel as if they don’t care and won’t help me unless it happens again.

Dear Flynn

We are very sorry to hear about your experience of accessing the service. The manager of the service Surendr Jankee (020 8301 8960 / will be more than happy to assist you in getting access to a psychiatrist for an assessment and diagnosis confirmation.

Thank you for raising your concerns with us.

Best wishes

Sophia Ploumaki
Associate Director
Greenwich Mental Health Services

The BSL interpreter never turned up for my appoinment at 11:15am on 9th January.

I was left waiting indefinitely and was not kept regularly updated with the latest developments to do with my appointment/ situation.
I had to approach desk repeatedly to glean updates. Interpreters Connect double-booked the BSL interpreter and she went to another appointment at that time.

Dear Zoë

I am very sorry the BSL interpreter did not turn up yesterday and you were left waiting. I have asked the team manager to find out what happened and make sure this does not happen again for your next appointment.

Kind regards

Helen Jones
Greenwich Service Director

After several online and phone call assessments, one of which was conducted by the Primary Care Plus team, I have been fobbed off onto charities like Mind. This was particularly infuriating after I had received a threatening letter promising my discharge because of missing a single phone call despite an assessment escalating me to that team by Greenwich Time To Talk.

After having had to go through two hour long surveys and as many visits to the GP I am more than a little bit angry that at every step whichever team I have been dealing with has passed the buck on providing any care onto another service. Despite all the advertising it really seems that even the people whose jobs it is are unwilling to believe in the validity of my (and presumably others') depression.

If anything this experience and service has become a large contributor to my feelings of anxiety and diminished self-worth. Given that I have had to wait weeks to months for assessments to determine whether I am worth their time. Which, it turns out I am not.

Dear Chris

We are sorry to hear of your experience in accessing our services.

Ethel Nazzal, manager of the PCP team, will be able to discuss with you the next steps.

Please email Ethel: your telephone number so she can get in touch with you.

Kind regards

Sophia Ploumaki
Associate Director
Greenwich Mental Health Services

I have requested support which for is not really heard of I don’t seek support until it’s too late and I have no choice. My housing as also requested adult safe guarding yet haven’t heard anything. .

I believe this is due to previous referrals where I couldn’t explain my problems over the phone. I suffer from chronic complex trauma which at present I’m reliving pass experiences, I know I need support and have ask this yet I cannot explain over phone to a complete stranger my problems not because as I was told last time just being Awkward and if I really need help then I would speak over the phone. But what you don’t seem to Realise is that speaking about something like this is triggering into self leaving me to deal with the trauma of opening up over the phone making me feeling paranoid about who it was I spoke to what will they do with what I said will they hear what I said are they laughing at me, all this and so more, then that doesn’t guaranteer that I get support it’s just the 1st step to many others before they even decide you need support and if you are lucky that they can offer support you put on a waiting list which can take months leaving you wounded even more traumatised. Mentally trouble with no hope what’s so ever. I cannot wait for this luck dip route for /or not support. Sleep is difficult physically feel so ill doctors don’t understand and I end up half the time so scared of them that can’t finish consultation with them. I think I may have cancer yet can’t seem to explain as life is muddle with past and now. Please please help me that all I ask please

Dear Jennie

I am very sorry to learn you are in need of support and haven't been able to ask or find any support to help you.

I would like to advise your team if you are under Oxleas services so they can help you and if you are can you give me your full name and date of birth please (by email:

You can also call the Urgent Advice Line for assistance if you are able to on 0800 330 8590.

If you are not under Oxleas services can I urge you to contact your GP to get support or attend your local A&E so they can help you.

Kind regards


0800 917 7159

I have been reading on this website the comments of fellow carers of patients under the "Care" (or not) of Oxleas Trust at The Heights and although I find these reviews disturbing I feel relieved that I am not the only one feeling that Oxleas Trust would be far happier if nobody bothered to ring them to alert them to the condition of someone on their books. I feel have been fobbed off in a manner that I was being a nuisance and despite the many times I have requested for my friend to be sent a consent form to enable me to intervene in her care - as she is in too deep a depression to be able to help herself - I have been given false information and links to wrong follow-ups. Please show some care and competency. Surely prevention is better than cure as we are always being reminded in NHS adverts?

Dear John

Thank you for your comments and we are sorry to hear of your experience.

The Heights team manager Pauline Heslop (020 8269 4110), will be happy to give you a call and discuss your concerns in more detail.

Kind regards

Sophia Ploumaki
Associate Director, Greenwich Mental Health Services

The Heights have a problem with the telephone service. Not for the first time I have spent an hour trying to get through, for an urgent matter. Once I had to go there in a distressed state to get turned back to my gp. The psychiatrist I see is an old dinosaur, the word holistic will never cross his lips. Greenwich residents deserve better. So glad I now fall under a surgery in the borough of Lewisham. I would like to change my consultant. He is bored and blinkered. In a crisis, not getting through to the Heights I was forced to go privately and got an appointment next day 9am with a consultant who I immediately knew was neither tired nor judgemental and had a cultural resonance with me that would improve my chances of gaining long lasting help. Please indicate where I should address my request to change consultant. Thank you.

Dear Tabitha

Thank you for your message. We are sorry to hear about your experience with the west locality team.

Please can you get in touch with the team manager, Pauline Heslop, on 020 8269 4110 or via email at, so you can have a discussion about ways in which your requested changes in medical input can be facilitated.

Kind regards

Sophia Ploumaki
Associate Director

A previous patient, on anti-depressant medication, and in the throes of a - albeit mild - panic attack, I need a spot of help. The self-assessment shows me as being "in good mental health". !! The earliest I can hope to speak with someone is 9 days - and that's presumably for those not in "good mental health". Where do I go for a conversation with a professional who can refer to my earlier counselling, and help me with managing the fall-out from a panic attack? I know it's chemical. I know I'll feel better soon, but meanwhile, my mind (and my hear rate) are in overdrive. I'm not in crisis, but I am in need of a spot of professional help. Seems I won't be getting it!

Dear Sue

We are sorry to hear about your current difficulties.

One of our CMHT managers, Brian Mandisodza (020 8269 4156), will be in touch to discuss your concerns.

Kind regards

Rachel Matheson
Service Manager for Mental Health
Greenwich Directorate

This is what I think of the mental heath services first when we ring up some of the staff are rude and don’t get what u mean or tell u to ring back when you could be in need of help. My parter has just rung up and said he needs a food voucher as we are haveing some money trouble at the moment and I am diebect and all so live with my parter he was told you should mange your money. Are you takeing the mick we don’t get anogh money to live on for to pepole to pay bills food etc and my parter and me are unwell and we don’t think like a healthy mind as we are il in the head it’s called mentel Heath il mind so please if we ask for help you don’t get it we haven’t eating all week that’s what help they give to Fundable pepole and second of all you let us down all the time no help no support I’ve been very unwell and no help from the mentel Heath you just let My unwell Parter to do your job Which is making him ill as well there is no help for us and I for one feel very let down my the mentel Heath Especially this time around when I need the help the most I will be Contacting pals so that’s more stress added to my Heath thank you

Dear Charlotte

Thank you for contacting us and we are very sorry to hear your experience.

We are constantly striving to improve the quality of our service and feedback is very important to us.

Pauline Heslop, Team Manager Locality West (020 8269 4180), will give you a call to discuss ways in which we can help you.

Kind regards

Sophia Ploumaki
Associate Director
Greenwich Mental Health Services

My mother never gets the care she needs when she needs it. I am being proactive and trying to get support from the Ferryview team to try and avoid another crisis, but the resourcing (i.e. lack of) is set up to be reactive not proactive. I will now insist on a NHS funded private referral which there must be a business case for. Get your act together, start exercising duty of care and move away from the shocking conveyor belt system you operate before I take this further with media exposure.

Dear Gav

Thank you for your comment and we are sorry to hear about your experience of the service provided to your mother. We are striving to continually improve our quality of care for all our patients and their carers.

The team manager Maggie Miller (020 8319 5500) will give you a call to discuss how she can help in addressing the issues you have raised.

Kind regards

Sophia Ploumaki
Associate Director
Greenwich Mental Health Services

Due to my conditions I have been drafting this comment/ complaint for a while now.

However, I would like to echo back to the comments made by Steve on the 13th Of September 2017 and Alison on the 14th of September 2017 with regard the 2017 Autism Strategy and Oxleas response to it.

I was saddened to read that Oxleas are not commissioned to help this group of people.

I myself am one of these people. I am an Autistic adult with other mental health conditions and have been under the care of East Greenwich Locality Team for several years.

On many occasions I have asked for assistance and guidance to help with my additional Autism difficulties. Sadly, these requests have largely been ignored or 'fallen on deaf ears' and I have not been signposted anywhere at all during this time.

I am also concerned I have been deliberately put through situations that can exasperate my conditions throughout.

Within the last six weeks I have been contacted by an Occupational Therapist. Twice within this time I have asked if there was as autism specific care assessment available with a specialist autism trained person so as to best understand my daily ongoing autism difficulties aside from my ongoing mental health conditions.

The person at that time on both occasions was unsure and said they would get back to me. This did not happen. I have now been sent a normal Occupational Therapy appointment on a different subject matter to my last appointment?.

I have no idea what is expected of me at these appointments so due to my autism and anxiety I find it difficult to verbally express my needs and so therefore feel my need will not be met going forward. It feels like I 'falling between the cracks' when it comes to help from the local authority and local NHS and the implementation of the 2015 Autism Strategy Guidance.

On the 1st of November 2017. I did contact the East Greenwich Locality Team to raise my concern regarding the above. I was informed the ADAPT manager would be in contact. This has not happened to date.

Been using Mental Health services for 25 plus years in all that time seen so many Consultants & CPN'S l have lost count. My current care coordinator is the worst that l have had. Hardly ever gets in touch makes appointments to see me then doesn't turn up or call me to say they are unable to make the appointment. I get blamed for not attending CPA meetings even though the care coordinator has neglected to inform me.

Phoned up for some advice / help and got hung up on twice!

Worse than usless !

Dear Graham

We are sorry this has happened. If you could let us know which team you contacted then we will follow this up.

Kind regards

Sophia Ploumaki
Associate Director

I was referred by my gp I was given a telephone appointment 6 weeks after seeing my gp the call wasnt kept I had to call and to date I have still not been assessed. I think its disgusting really as this was six months ago.

Dear Deborah

Thank you for letting us know about this issue; we are disappointed to learn about the delay.

I will contact the local team today and ask that they contact you as a priority to discuss this.

Kind regards

Dr Derek Tracy
Associate Clinical Director

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