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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. If you have used one of our services please visit our services pages, find the service you have used and leave a comment.

576 Comments

My niece took time off work to have a booked call today for her triage assessment for which she has awaited some several weeks.

Only to receive an email a few hours beforehand to be told it cancelled due to staff sickness. This not acceptable. Why there not a contingency plan for managing staff sickness . Next appointment next month. Poor service and poor operational management.

.......

In relation to my earlier feedback to my niece's cancelled appointment...: a psychological therapies service that doesn't understand the psychological impact of a cancelled appointment is very alarming, and bordering on dangerous. Does the clinical leadership understand the risk assessment approach required. Obviously not ?

Dear Vijay

Thank you for your feedback. We are very sorry for your niece's experience.

We strive to provide a responsive and accountable service to all our clients and your feedback is important to us.

Stavros Markatselis (s.markatselis@nhs.net / 0203 260 1102), Deputy Lead for IAPT, will ring you to discuss your concerns.

Best wishes

Sophia Ploumaki
Associate Director

The number for single point of contact is not working. When you choose an option just repears itself. How are you meant to contact a service aside from using this advertised number?

Dear Bobby

We are sorry that you had difficulties contacting us today. I understand that you spoke to one of our administrators who has asked the manager of the speech and language service to contact you.

We will also update the message on our answerphone once the option for specialist services is chosen to make it clearer that the call is in a queue.

Kind regards

Maria Tanner
Associate Director for Specialist Children Services

I live inWest Wickham and this is terrible, there isn’t any children centre or Health visitor close to here, I don’t drive so it’s very difficult to go around in buses nothing less than an hour!!! however I decided to go biggin Hill Centre by bus , this was recommended from my last app with a health visitor but it was big mistake! Please please don’t recommend this health centre if you don’t drive !! as this is in the country side very difficult access only country lanes!!! I fall with my pram in one of this roads very steep hill.
I was living before in Lewisham borough and I notice that is more funding there than Bromley borough.
Would it be possible to consider this as an initiative to open an a baby clinic in West Wickham area ? I bet there is a lots of mums that don’t drive and have a baby who would like to check the weight, health and have a support from professionals.

Thank you
Lisbeth

Dear Lisbeth

Thank you for contacting the Health Visiting Service. I am sorry to hear about your recent experience accessing the health advice clinic in Biggin Hill and apologise for any distress experienced.

Please see the timetable for all health advice sessions running in the borough on our service page:

http://oxleas.nhs.uk/services/service/0-4-years-health-visiting-and-/

The Neighbourhood Church in Beckenham may be easier for you to access however please see the full address list at the bottom of the timetable.

Given your experience, we will consider if we can locate a session in the West Wickham area.

Please contact me if you have any further queries or concerns.

Kind regards

Loretta McGurry
Head of Health Visiting Bromley

Tel: 0203 957 4311

I'm am currently a patient on lesney ward and all so have been transferred from Oxleas house within last 12 hours ...just the pure lack of compassion..and giving people dignity has shocked me too the core..I also didn't know staff slept on the job on a night shift..little things from not knocking on doors..cleaners barging in and cleaning while your trying to sleep without knocking and just carrying on....staff talking over you and in an other language..the right to stop you smoking being let out independently then told you cant..being promised nicotine..replacement...and nothing is given...asboutly discusting care..bathrooms are filthy..no hot water and I'm going to report to CQC,As iv other evidence

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 pauline.heslop@nhs.net, 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

I have found the care in the mental health sector to be horrenrorous. The majority of front line staff meant to be support vulnerable adults in a mental health crisis does in no way follow the supposed charter of respect and open communication. I have experience whilst under oxleas care of medical negligance ranging from not being given information on my care. To disporonate use of force in restraints causing bruising which I was denied the oppertunity to have recorded. Medication being withdrawn without my consent even though withdrawal is known to be potentially fatal. A expensive smartwatch apparently disappearing. Intimidation on a verbal and physical level repeatedly during stays in Avery ward. As well as being assaulted by another patient and witnessing another patient pass out three times and staff who had clear vision from the office which they stayed in all day did not respond or carry out any medical checks. I believe the majority of staff do not believe they need to develop communication skills or even how to speak to others with respect because the people they are dealing with are at their most vulnerable and I admit maybe most volatile. Staff know that they can intimidate and once a section is imposed they can just send you too a more secure hospital if they regard you as difficult. Which I may add I greatly perfered as the restrictions in place were not used punitively..the staff were better trained in communication and de- essclation as well as being more involved with the patients. I have made official complaints andvthe responces never fully resolved any issues and blantently overlooked the most important ones. There was no respect or communication with me. It was not dealt with in a quick or efficient manner and the response that I found so unsatisfactory triggered me to a attempt on my life that resulted in a 4 day coma. I have since made another complaint and when I tried to escalate it I was told that I needed the letter to prove that oxleas had finished their own complaint. I have not got around to finding the letter which I probably screwed up and I am currently trying to muster up the emotional energy to complain again...probably in vain...probably to yet again be made to feel disrespected and devalued...probably the issues I have raised and took me energy and courage to raise ranging from unproffessislism....medical negeligence to possible criminal charges will probably be minimised.
On the plus side I would like to praise The facillitators of the SUN.
And the staff I have met at Market street
and also The receptionists at Ferryview Oxleas as I have always found they are proffesional and respectful and have always put me at ease! Oxleas house staff...take heed!

I have just gone on this thread which is specific to oxleas house mental health and every comment bar one or two are reporting unsatisfactory experiences...poor communication skills and disrespect shown by staff. poor ward mangement and patient care. incompetance...and Mr Derek Tracey thank you for ticking the boxes with your responses of how sorry you are to hear each individual comment...but surely your noticing the general theme and even now nothing has changed so please dont just say how sorry you are...that is no consolation to the vulnerable people being affected. Actually do something.

Dear Annie

Thank you for your email.

We are sorry that you have reasons to consider the previous response to your complaint as unsatisfactory.

As previously advised, please contact the ombudsperson if you wish them to review your complaint:

Parliamentary and Health Service Ombudsman
Millbank Tower
Millbank
London
SW1P 4QP
Tel: 0345 015 4033
Email: phso.enquiries@ombudsman.org.uk

Kind regards

Sophia Ploumaki
Associate Director

My daughter has just turned two and I have not yet received anything in relation to her two year review.

I am keen to ensure this is done as I did not receive any text or letter offering an appointment for her 10-12 month health review and was told by my GP that I will be offered a home visit which never happened. Instead I received an email with a list of milestones which I get from apps, this was insufficient.

Dear Christina

It is always good to hear from families, and receive feedback that helps us to improve our services. I have sent you an email in response to your query.

The 2 to 2.5 year health and development review is usually completed when the child is aged 24 to 27 months. Appointments are sent to parents soon after the child's second birthday.

During 2018 Oxleas health visiting service has increased its offer for the 10 to 12 month health and development review, and all parents are now invited to Call and Book an appointment for the review when their baby is between 10 to 12 months of age.

This change is in response to feedback that we received from parents, like yourself, who felt that a face to face review was what they required at this time.

The 10 to 12 month and 2 to 2.5 year reviews are held at Children's Centres wherever possible, which creates an opportunity to meet other children and parents, and see the range of activities available at the Children's Centre.

If you wish to discuss the appointment for your daughter's 2 to 2.5 year review, you are very welcome to call our Central Admin team on 020 8836 8621.

I would also be very happy for you to contact me by email if you have any other concerns.

Yours sincerely

Ellen Shelly
Head of Public Health Nursing 0-4 years
ellenshelly@nhs.net

Hi,

My son is turning 2 next week & I understand we are meant to have a meeting with a health visitor to check his development etc. Is that correct? Problem I have is I work the days the health visitor is available at the centres near me (I fall under the South team). Please advise what I should do in this situation?
Many thanks,
Sara

Hello Sara

Thank you for taking the time to send us your query. You are quite right that your son will soon be due to have his next health and developmental review. The review is offered between 2 to 2.5 years, and we usually send an appointment to parents soon after their child's birthday.

We have introduced some new sessions across the borough of Greenwich and the two year health and development review sessions that are held in the south of the borough are:

Monday morning from 9.30 am at Vistafield Children's Centre, Middle Park Avenue SE9 5SD,

Tuesday morning from 9.30 am at Storkway Children's Centre, Ridgebrook Road SE3 9QX,

and Thursday afternoon from 1 pm at Alderwood Children's Centre, Rainham Close SE9 2JH.

If these are not suitable for you we would be happy to find an alternative.

If you wish you could call our Central Admin Team on 0208836 8621 to arrange an appointment that is convenient for you, or you could email me at ellenshelly@nhs.net to tell me the dates and times and locations that would be best for you.

Kind regards

Ellen Shelly
Head of Health Visiting

A Saturday clinic for men only is discrimatory - it’s sexist and there is no justification for it. Women are just as entitled to be able to access the service as men are, both should have an equal opportunity to access the service on Saturdays. This is 2018 for God sake, not the 1800’s.

Dear Laura

Thank you for your comment. GSH Central at Market Street offer an open access service irrespective of age, gender, where you live or which GP you are registered with. There are a number of general clinics during the week offering a range of services which are either walk-in or by appointment. Early morning clinics and evening clinics are also available to access.

In addition to the men-only clinic, there is also a designated women's clinic once a week, designated appointment slots for women who want to access long-acting contraception and direct access to a consultant in Sexual Health and Contraception. Anyone who comes to the clinic with an emergency sexual health need or young person would be seen regardless of the clinic that was running at the time.

I hope this reassures you that we are offering services to meet the needs of all our service users and not discriminating between users.

Kind regards

Lisa Thompson
Associate Director - Greenwich Community Services

My neighbour who is 70 has been trying to get help unsuccessfully, with her mental health. She is extremely distressed about almost everything and yesterday evening she called at my door crying and distressed again, this time saying she was feeling suicidal. I am at a loss as to how she can get help, she said her GP does not help her.
Would you advise me or her how she can get help as I fear she may follow the same path as her mother.

Dear Janet

Thanks for contacting us about your neighbour.

If you could telephone our older adults service at Bridgeways (0208 629 4900) and ask for the Duty Senior, they will gladly take more details and see what can be done. Encouraging her to go back to the GP would also be helpful.

Our trust also has a crisis line open 24 hours a day and you or your neighbour can call it if urgent advice is needed:
0800 3308590.

I hope that is helpful and thank you for your concern.

Kind regards

Estelle Frost
Bromley Service Director

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