We are very keen that people who use our services tell us about their experiences, good or bad to enable us to learn and improve. We have many ways for you to give feedback including talking to our clinicians, completing surveys during and at the end of your care, taking part in patient and carer groups or becoming a volunteer for quality improvement projects.
If you have an issue you want to discuss or a query that you feel unable to raise with your clinician, our Patient Advice and Liaison Service is here to help you. They can be contacted by calling 0800 917 7159 (Monday to Friday 9am-5pm) or emailing oxl-tr.pals@nhs.net
You can also make comments via this website. If you have used one of our services please visit our services pages, find the service you have used and leave a comment.
Comments are moderated so the comment and our response will not appear immediately on the website.
Please note that the website comments section is not a crisis service, and is not monitored out-of-hours.
Following your question on the Oxleas website. We do not offer this programme in Oxleas.
We would be happy to explore further options of support, please request a referral from your GP to the community Diabetes team if you would like to pursue these.
Following on from my last comment of November 10th 2021 after which I spoke to a lovely man who said that my appointment would be in July 2022. I am just getting very anxious about it being nearly July and I don't think I missed a letter but could you please check for me and let me know. Thank you in advance for a swift response to allay my fears. Lea.
I spoke to my GP quite a few months ago as we have concerns with our sons development who is 2.5. We suspect ASD, the GP advised they will do a referral and we did receive a letter saying he was on the waiting list but we are yet to receive an appointment. Nursery advised that it usually takes some time but I’m worried he has been lost in the system, the older he gets the more concerns we are getting and keen to get him assessed.
Thank you for your comment. I understand that our SPA team have been in touch with you today to explain the assessment process and am pleased to confirm that your son's referral is with our team, and we look forward to offering him an appointment. Please do not hesitate to contact us if you require any additional information.
Kind regards,
Logan Watkins Associate Director Specialist Children's Services
I would like to express special thanks for the outstanding care provided to my mother by Dr. Yeung, Consultant Old Age Psychiatrist, Intensive Home Treatment Team. The doctor displayed great empathy and understanding of the anxiety/panic condition my mother experiences and provided a great deal of support when it was most needed.
Family members were fully engaged in discussion of treatment options during home visits and telephone follow up. Dr Yeung reacted quickly to feedback regarding the effects of particular medication and made appropriate adjustments. The end result is that my mother's mental health and quality of life has been completly transformed. This is something that inpatient hospital care failed to achieve and I am sure is due to the competence and dilligence of Dr Yeung.
Thank you so much for taking the time to feedback on the care your mother received from the Intensive Home Treatment Team and particularly from Dr Yeung. It is really important for us to learn from service delivery so that we can continue to improve. Your comments help us to do that. It is also most gratifying to hear of the positive experiences our service users have and how the care we give benefits those we support. We have made Dr Yeung aware of your comments. Thank you again.
Regards Adrian
Adrian Dorney Associate Director Acute and Crisis Directorate
Hello, two months ago I had the appointment in my doctor to get a referral for my child about autism, we are still waiting for the appointment, but it takes too long and my baby needs assistance. We are really worried about it. He’s name is Noah. Thank you
Thank you for making contact and I am sorry to hear of this difficult time for you and Noah. Noah's referral has been reviewed and accepted and somebody from the ASD team will be contacting you to discuss the process. Please do not hesitate to contact us again.
Kind regards
Logan Watkins Associate Director Specialist Children's Services
Hi Josie, Thanks for your lovely feedback. We are glad that you have found the Greenwich Primary Care Plus Service Helpful. Wishing you all the best for the future.
Pete Ley Service Manager Greenwich Working Age and Older Age Mental Health Community Services
My adult child was on Lesney Ward for two months. I am utterly disgusted at the non-communicative nature of the RC who, never once, addressed the numerous emails I sent to the ward with regards to the standard of care being provided. They continuously quoted my name wrong and referred to me as 'the mother' when in meetings even though I was present and known to the attendees (online). Never had a face to face meeting even though other carers had made us aware that they had during this time period. Lied to us at the Discharge Meeting - said adult child was under one team when in reality was under another team who were not present at Discharge Meeting (confirmed this lie the next day when I called the relevant teams), accused me of being the reason why the Discharge Meeting was called 'so hastily' (due to my concerns as a mother and carer also because I was requesting four overnight leaves which is a right under s17) which absolutely does not make any sense! The Discharge Summary from Lesney Ward was vague, had typos and sought to evade the entitlement of s117 Aftercare which has caused 'considerable' issues now my child is living in the community in a completely new borough, unsupported. Due to the standard of the Discharge Summary no care-coordinator has been assigned three weeks post discharge in the new borough. As parents, we were told at the Discharge Meeting there would be HTT input for up to three weeks as a 'bridge from Lesney Ward to the Community'...This was a lie as there was only a 72 Hour follow up call proffered from the HTT and that was it! The Discharge Summary makes no mention of a care plan/follow up plans for support in the community. Also, I noted an important diagnosis that I was not aware of until I requested a copy of the Discharge Summary from the GP Surgery (which I received three weeks after discharge), which Lesney Ward had not furnished my child with upon discharge.
As parents, this was our first time dealing with a psychiatric ward and it has been daunting especially due to the lack of support from the RC in addressing my concerns, even though my emails were succinct in order to respect their professional time. There's so much more to be said but I just wanted to highlight these points.
I would like to thank Mola who treated me with 'such' Respect and was 'such' an 'informative member' of the team who, I otherwise, felt let down by. James, and Jeff for their presence at the online Bexley Carers' Meetings I attended, and Jeff for escalating issues with Bromley Council dealing with homelessness upon discharge.
Please, strive to do better - these patients and their families are not dimwits. Literature all around the hospital and in society constantly reminds us to treat NHS Staff with respect and have regard for their endless sacrifices and expertise - this must be reciprocal!
Dear Claud, Thank you for your email and for highlighting your concerns regarding interactions with the clinical team on Lesney Ward. We take this matter seriously and would appreciate the opportunity to speak with you about the matter and respond to your concerns if you so wish. A member of our management team will be in touch with you shortly.
I just wanted to say huge ‘thank you ‘ to Maria at the reception! What a gem, I was really stressed and needed help (11.06) and she was so kind and helpful! Fantastic member of staff !
My mother and I would like to thank recognize and appreciate the dedication, hard work and care that your wonderful district nurses provide. We have had the district nurses round over the last month and we would like to thank them. The Team were professional, efficient and kind and considerate Outstanding Service, warm hearted and compassionate, we cannot praise them enough.
I just wanted to say thank you to each and every nurse who looked after my mother Elena: Abdul, Anella, Ismael, Caroline, Nicole, Janica, Michaella, Delia We are grateful for the good care provided by you, so we can't thank you enough.
Please pass our thanks onto the fantastic team of nurses that cared so well for my mother.
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Home > Patient experience > Your views are important to us
Your views are important to us
We are very keen that people who use our services tell us about their experiences, good or bad to enable us to learn and improve. We have many ways for you to give feedback including talking to our clinicians, completing surveys during and at the end of your care, taking part in patient and carer groups or becoming a volunteer for quality improvement projects.
If you have an issue you want to discuss or a query that you feel unable to raise with your clinician, our Patient Advice and Liaison Service is here to help you. They can be contacted by calling 0800 917 7159 (Monday to Friday 9am-5pm) or emailing oxl-tr.pals@nhs.net
You can also make comments via this website. If you have used one of our services please visit our services pages, find the service you have used and leave a comment.
Comments are moderated so the comment and our response will not appear immediately on the website.
Please note that the website comments section is not a crisis service, and is not monitored out-of-hours.
If you need help in a crisis, please visit http://oxleas.nhs.uk/advice-and-guidance/how-to-get-help/
844 Comments
Anne 28 November 2022
Service: Community Diabetes Service
Do you conduct "DiRECT" programme (reverse of Diabetes 2 , non-insulin patient)?
Urgent.
Reply from Oxleas 29 November 2022
Dear Anne
Following your question on the Oxleas website. We do not offer this programme in Oxleas.
We would be happy to explore further options of support, please request a referral from your GP to the community Diabetes team if you would like to pursue these.
Kind regards
Julie - Diabetes Specialist Nurse
Leanna 30 June 2022
Service: Oxleas Adult Autism Assessment Service
Hi
Following on from my last comment of November 10th 2021 after which I spoke to a lovely man who said that my appointment would be in July 2022. I am just getting very anxious about it being nearly July and I don't think I missed a letter but could you please check for me and let me know. Thank you in advance for a swift response to allay my fears. Lea.
Reply from Oxleas 5 July 2022
Dear Leanna,
Thank you for your comment.
We have contacted you and spoken about your schedule.
Kind regards
Andrea
Dr Andrea Centonze
Principal Psychologist and Clinical Lead
Oxleas Adult Autism Service
iain 30 June 2022
Service: ECT and rTMS services
Hello rTMS service
Do you have the TMS coil or coils for the OPC and SMA?
Regards
Iain
Reply from Oxleas 5 July 2022
Dear Iain,
Thank you for your interest. We use coils for RTMS.
Kind regards
Jeck Ding
ECT Manager
Woodlands Unit
Elinor 25 June 2022
Service: Children's Speech and Language Therapy Service
I spoke to my GP quite a few months ago as we have concerns with our sons development who is 2.5. We suspect ASD, the GP advised they will do a referral and we did receive a letter saying he was on the waiting list but we are yet to receive an appointment. Nursery advised that it usually takes some time but I’m worried he has been lost in the system, the older he gets the more concerns we are getting and keen to get him assessed.
Reply from Oxleas 29 June 2022
Dear Elinor,
Thank you for your comment. I understand that our SPA team have been in touch with you today to explain the assessment process and am pleased to confirm that your son's referral is with our team, and we look forward to offering him an appointment.
Please do not hesitate to contact us if you require any additional information.
Kind regards,
Logan Watkins
Associate Director
Specialist Children's Services
paul 23 June 2022
Service: Intensive Home Treatment Team
I would like to express special thanks for the outstanding care provided to my mother by Dr. Yeung, Consultant Old Age Psychiatrist, Intensive Home Treatment Team. The doctor displayed great empathy and understanding of the anxiety/panic condition my mother experiences and provided a great deal of support when it was most needed.
Family members were fully engaged in discussion of treatment options during home visits and telephone follow up. Dr Yeung reacted quickly to feedback regarding the effects of particular medication and made appropriate adjustments. The end result is that my mother's mental health and quality of life has been completly transformed. This is something that inpatient hospital care failed to achieve and I am sure is due to the competence and dilligence of Dr Yeung.
Reply from Oxleas 24 June 2022
Dear Paul
Thank you so much for taking the time to feedback on the care your mother received from the Intensive Home Treatment Team and particularly from Dr Yeung. It is really important for us to learn from service delivery so that we can continue to improve. Your comments help us to do that. It is also most gratifying to hear of the positive experiences our service users have and how the care we give benefits those we support. We have made Dr Yeung aware of your comments. Thank you again.
Regards
Adrian
Adrian Dorney
Associate Director
Acute and Crisis Directorate
Nathali 21 June 2022
Service: Children's Speech and Language Therapy Service
Hello, two months ago I had the appointment in my doctor to get a referral for my child about autism, we are still waiting for the appointment, but it takes too long and my baby needs assistance. We are really worried about it. He’s name is Noah. Thank you
Reply from Oxleas 23 June 2022
Dear Nathali,
Thank you for making contact and I am sorry to hear of this difficult time for you and Noah. Noah's referral has been reviewed and accepted and somebody from the ASD team will be contacting you to discuss the process.
Please do not hesitate to contact us again.
Kind regards
Logan Watkins
Associate Director
Specialist Children's Services
Josie 17 June 2022
Service: Greenwich Primary Care Plus
With the support of my GP and the Support of the PCP team I have found their services supportive on more than one occasion as well as accessible.
Reply from Oxleas 23 June 2022
Hi Josie,
Thanks for your lovely feedback. We are glad that you have found the Greenwich Primary Care Plus Service Helpful. Wishing you all the best for the future.
Pete Ley
Service Manager
Greenwich Working Age and Older Age Mental Health Community Services
Claud 13 June 2022
Service: Woodlands Unit
My adult child was on Lesney Ward for two months.
I am utterly disgusted at the non-communicative nature of the RC who, never once, addressed the numerous emails I sent to the ward with regards to the standard of care being provided. They continuously quoted my name wrong and referred to me as 'the mother' when in meetings even though I was present and known to the attendees (online). Never had a face to face meeting even though other carers had made us aware that they had during this time period. Lied to us at the Discharge Meeting - said adult child was under one team when in reality was under another team who were not present at Discharge Meeting (confirmed this lie the next day when I called the relevant teams), accused me of being the reason why the Discharge Meeting was called 'so hastily' (due to my concerns as a mother and carer also because I was requesting four overnight leaves which is a right under s17) which absolutely does not make any sense!
The Discharge Summary from Lesney Ward was vague, had typos and sought to evade the entitlement of s117 Aftercare which has caused 'considerable' issues now my child is living in the community in a completely new borough, unsupported. Due to the standard of the Discharge Summary no care-coordinator has been assigned three weeks post discharge in the new borough. As parents, we were told at the Discharge Meeting there would be HTT input for up to three weeks as a 'bridge from Lesney Ward to the Community'...This was a lie as there was only a 72 Hour follow up call proffered from the HTT and that was it! The Discharge Summary makes no mention of a care plan/follow up plans for support in the community. Also, I noted an important diagnosis that I was not aware of until I requested a copy of the Discharge Summary from the GP Surgery (which I received three weeks after discharge), which Lesney Ward had not furnished my child with upon discharge.
As parents, this was our first time dealing with a psychiatric ward and it has been daunting especially due to the lack of support from the RC in addressing my concerns, even though my emails were succinct in order to respect their professional time. There's so much more to be said but I just wanted to highlight these points.
I would like to thank Mola who treated me with 'such' Respect and was 'such' an 'informative member' of the team who, I otherwise, felt let down by. James, and Jeff for their presence at the online Bexley Carers' Meetings I attended, and Jeff for escalating issues with Bromley Council dealing with homelessness upon discharge.
Please, strive to do better - these patients and their families are not dimwits. Literature all around the hospital and in society constantly reminds us to treat NHS Staff with respect and have regard for their endless sacrifices and expertise - this must be reciprocal!
Reply from Oxleas 22 June 2022
Dear Claud,
Thank you for your email and for highlighting your concerns regarding interactions with the clinical team on Lesney Ward. We take this matter seriously and would appreciate the opportunity to speak with you about the matter and respond to your concerns if you so wish. A member of our management team will be in touch with you shortly.
Regards
Adrian
Adrian Dorney
Associate Director
Adriana 11 June 2022
Service: Bracton Centre
I just wanted to say huge ‘thank you ‘ to Maria at the reception! What a gem, I was really stressed and needed help (11.06) and she was so kind and helpful! Fantastic member of staff !
Reply from Oxleas 22 June 2022
Dear Adriana
Thankyou I am sure Maria, one of our most experienced and professional staff in the reception, will be very touched by your kind comment.
Best wishes
Fiona
Fiona Starkey-Norman
Service Manager Forensic Community & Substance Misuse services
Elena 10 June 2022
Service: District Nursing Service
Dear District Nursing Team for Greenwich
My mother and I would like to thank recognize and appreciate the dedication, hard work and care that your wonderful district nurses provide. We have had the district nurses round over the last month and we would like to thank them. The Team were professional, efficient and kind and considerate Outstanding Service, warm hearted and compassionate, we cannot praise them enough.
I just wanted to say thank you to each and every nurse who looked after my mother Elena: Abdul, Anella, Ismael, Caroline, Nicole, Janica, Michaella, Delia We are grateful for the good care provided by you, so we can't thank you enough.
Please pass our thanks onto the fantastic team of nurses that cared so well for my mother.
Elena (daughter of patient)
Reply from Oxleas 22 June 2022
Dear Elena
Many thanks for taking the time to write this feedback.
The staff will be very pleased to receive your lovely comments.
Our staff try to ensure they provide the highest standard of care to our patients and we are very proud of them.
Wishing you and your family well.
Angie Miller
Service Manager for Adult Community Services (Greenwich)
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