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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.

If you need to contact our Patient Advice and Liaison Service (PALS), you can find contact details here: http://oxleas.nhs.uk/your-views/make-a-complaint/patient-advice-and-liaison-ser/​

707 Comments

Hello, I think I've lost my son's red book. Can this be replaced?

Thanks

Hi Ella

Thank you for your message. We will replace your child's red book.

I will email you to ask for your address and child's details and we will add the immunisation and health reviews and our contact details and send the book to you, unless you would like to collect it from a health advice session local to you.

Best wishes

Loretta McGurry
Head of Health Visiting Bromley

Our mother has been seriously ill and hospitalised for the majority of the past year. She was finally discharged to the community health services at the end of last year and is now being medicated by a great team of hard working district nurses within her home. I received a call from the team lead for the district nurses for our area, dictating to me (not discussing) that her staff would not be removing their shoes on entering our home and will not be wearing protective shoe covering due to health and safety concerns. We have friends who work in Oxleas NHS foundation Trust and regularly carry shoe covers out of respect for their clients homes in the community. These are provided to your staff by the Oxleas NHS Foundation Trust therefore I am confused by this inconsistency. How does wearing protective shoe coverings within our home constitute a health and safety risk when other members of your staff providing community care do so? The inappropriate way in which your team lead spoke to me, showed no respect or dignity to our family or our home. This behaviour is surely unacceptable as per the key principles laid out in the MNC code of conduct.
We pray in our home therefore do so in a clean environment, our carpets are cream coloured and we take pride in the cleanliness of our family home therefore we feel that it is not an unreasonable request to ask that your staff to protect their outdoor shoes whilst walking in our home if policy dictates that shoe removal is forbidden. Our mother has suffered numerous infections which have threatened her life over the past year. Evidence suggests that the risk of infection from shoes worn outdoors into the home due to the bacteria is of concern. There are numerous visits by community staff throughout the day and we need to maintain a clean environment. We obviously would like to do all possible to prevent our mother suffering from further infections as this could prove fatal.
I was further questioned about our mothers vital 3 times a week hospital appointments by this team lead. These have been communicated to the district nursing team via their daily visits since December to ensure the district nurses are able to attend to our mother on time with crucial medication. The conversation with this team lead was extremely draining as she believed our mothers appointments took place at a different time. Her approach was extremely directive and confrontational. I was quite surprised that the shoe covering request had received greater attention and coverage in the daily team meetings than the crucial appointment schedule conveyed to the team daily since December 2019. As a service user we are extremely unhappy with this level of service.

Dear Shen

Firstly we sincerely apologise for the delay in responding to you.

Thank you for communicating all your concerns to us in detail. It is essential that we hear the views and concerns form our service users, families and carers. This enables us to constantly review and improve our practice and procedures to provide the best levels of care and experience of those receiving this care from us.

We would like to offer you a meeting with the operational and quality lead for District Nursing so we can discuss these concerns with you in person.

Our District Nursing Matron Karen Rodwell will contact you by phone to organise this.

Kind regards

Douglas Reid
Deputy Head of Service
Pre and Post Acute Care

The tarn ward - at first I was hopeful that they would provide adequate care for my loved one. They did not. My last phone call from them, where I expressed my concerns regarding my partners wellbeing in relation to being transfered to a different ward meaning zero consistency and the impact of this. Instead, I was passive aggressively told to inform my loved one that I'd be the reason in delaying him being transfered, to which they placed me on loud speaker l to speak to him and said they wanted to hear what I say to me. Disgusting position to put a loved one in, loved one's are the people who have to continue supporting and picking up the pieces left afterwards - to actually try and create conflict it truly disgusting. I'm so disappointed.
No communication was made about him being transfered in the first place.
Terrible place, terrible management. I now understand why there are so many negative comments.

Dear Elanor

Thank you for your email. We are sorry to hear about your experience with the service that the TARN PICU has provided to your loved one.

Anthony Akenzua consultant psychiatrist at the TARN would like to have a conversation with you about this issue so please can you email him your details at a.akenzua@nhs.net, alternatively you can ring the unit and ask to speak to him directly on 0203 953 6350.

Thank you again for taking time to raise these concerns with us.

Kind regards

Sophia Ploumaki
Associate Director, Greenwich Mental Health Services

Over the past year or so I have needed treatment for a couple of foot ulcers. All the staff that have helped me at both Garland Road and Market Street have been exceptional in their professionalism, conduct and manner. For the most recent wound I was referred to the Greenwich Centre where I was treated by Emma Pearce. I have been thoroughly impressed by the care offered by Emma. As well as treating the wound, Emma has offered sound advice on how to prevent the problem from reoccurring and has set the wheels in motion to try to identify possible causes. Thank you so much for your help.

Dear Michael

Many thanks for taking the time to write, thanking and complimenting Emma and the wider podiatry team for their work. I will ensure your kind words are passed onto them.

I hope the advice offered prevents further foot ulcers developing and that the causes are identified.

Best wishes

Lisa Thompson
Associate Director

A close relative of mine is an inpatient on Lesney Ward and has been since 1 December 2019. I have to say, the Clinical Director, Dr Derek Tracy, the Ward Consultant, Dr Nadim Hakim, the Ward Doctor, Shannon, the Ward Manager, James & all the Nursing Staff (too many of these ANGELS for me to mention here) have been so kind, caring and empathetic. I have been besides myself with worry and whenever I need any help, advice or reassurance, they have allayed my concerns. People choose to work in this area of work, it is not compulsory & they do so because they want to make a difference to people's lives. They give their all & unfortunately get a fair amount of flack for things out of their control, i.e. staff shortages, budget cuts & a lack of resources.

So, a BIG thank you to ALL staff on LESNEY ward, you're doing BRILLIANTLY! :)

*This comment has been edited

Dear Jenny

We are very grateful for your encouraging and touching comment and we will ensure this is shared with all relevant staff in the inpatient team. Unfortunately we are unable to respond or comment to the broader general points as you will appreciate the sensitivities. We are pleased that you found input from our inpatient staff valuable when you needed it.

Best wishes

Naidoo
Modern Matron
Woodlands Unit

I was concerned to read somewhere that Greenwich Council might in future only collect domestic rubbish every two weeks instead of every week. My husband is doubly incontinent and uses four of the largest pads available every day, so each week we fill a black-topped bin with them. If they are only collected every fortnight they will be very insanitary and smelly. I have written to the council and to our local councillors to tell them the potential results of this possible change. Would it be a good idea for the incontinence centre to also tell the Council that this change would also affect your patients?

Dear Beth

Thank you for raising this issue with us. I have spoken with the Lead nurse for the continence team and can confirm, that we have had no formal communication with Greenwich Council in relation to reduced frequency of refuse collection.

I understand, that any reduction in refuse collection would have an impact for yourself and also for other patients receiving products from Oxleas Continence Service.

I will follow up your query with our colleagues in Greenwich Council to ascertain what arrangements would be put in place, to support disposal of continence products if a reduction in services is planned. I will advise you of their response.

Kind regards

Connie Greig
Head of Long Term Conditions and District Nursing Services

Hello, I live in Greenwich. Please tell me how I reorder my sons continence pads as I've forgotten who delivered the last order. Thank you.
Kind regards
Michelle

Dear Michelle

One of our managers will ring you today to help you re-order continence pads for your son.

Kind regards

Maria Tanner
Associate Director for Specialist Children Services

After being referred, from time to talk to PCP. For further therapy and a diagnosis review. I was seen by one their doctors, I was give some new medication and told that one of the nurses would call me, after 2 weeks. And that I won’t be put on the waiting list for therapy. Which I was extremely disappointed about.

I almost 4 weeks later, I still haven’t been called by this nurse. This has caused me so much stress and anxiety. Firstly I was never given a telephone appointment time, I have called their office couple of times, to asked for some clarification when I would be receiving this phone call. I called them yesterday and even the receptionist said that I should have been give an letter with an appointment time. The add insult to injury I know for a fact that if I miss this random phone call from this nurse, they would instantly discharge me. The thing that I am panicking about the most if that if I don’t hear within the next few days I will run out of this new medication and the GP won’t be able to prescribe it.

I have really struggled over the last three weeks, which PCP actually know as I have to call the urgent advice line. The transition from this service from time to talk has been extremely difficult, going from a service where the staff have been supportive to PCP where you just feel like an inconvenience to them. I can’t express to you enough how much pain, stress and panic attacks, that I have had, because of the uncertainty, this is now starting to affect my functioning at work, to point where I am had to leave early and I’m considering taking time off.

Dear Lauren

Thank you for your message and we are sorry to hear about your problems.

The manager of the PCP team Ethel Nazzal (020 8319 5500) will give you a call to discuss a way forward.

Kind regards

Sophia Ploumaki
Associate Director
Greenwich Mental Health Services

Our daughter is on Lesney ward and I am so shocked at the attitude of most of the nursing staff, no compassion antagonistic and they seem to want to make an issue and get the patients wound up by their attitude.
Oir daughter gets very distressed at night due to what happened to her and advised to go to the staff and get help when this happens being a quiet person she finds thia hard and the response on many ocassions, has been quote "you cant keep doing this" there are probably 3 staff i can think of that actually show some compassion and empathy. The majority its shocking to see, happy to discuss with clinical director, or head of nursing and give list of incidents. Staff also prefer to stay in the glass box and very little interaction with patients and have witnessed outbursts that could have been avoided if staff were present. Please do contact me its a serious matter to have so many with this attitude

Dear Jane

Thank you for taking the time to write, and I am sorry to hear about your concerns.

I am going to ask the unit Modern Matron, Mr Naidoo Armoordon, to make contact in the first instance to get as much detail as possible.

I will also send you an email separately to this.

Kind regards

Derek Tracy
Clinical Director

My husband had an amputation on his foot in June and the wound was quite big , he has been seeing Felicity and her team at the Kidbrooke clinic once a week since August. They are so nice , the care he has had combined with the care from Kate at the QE is phenomenal,his foot is almost healed and that is thanks to the excellent care and personal support we have received from these clinics . We cannot praise or thank all of these girl enough, they have given care in a very confident way so that when this first happened to my husband we had confidence in everything that they explained to us and we can ask them anything and they take the time to talk and explain things to us . They are professional and very good at what they do .

Dear Janice

Thank you for your kind words of recognition and praise for the community podiatry service. I am very pleased that your husband's foot has almost healed.

I am very proud of my team of community podiatrists. Felicity, and the team, are not only skilled clinicians; they are friendly, professional and supportive. They really care about their patients and are committed to providing an excellent service.

They work collaboratively with the Diabetes Multi Disciplinary Foot (MDfT) team at the Queen Elizabeth and it is fantastic to hear such positive feedback from you.

I will pass on your lovely comments and thank you once again for taking the time to write to us.

Best wishes

Catherine Edmeades
Principal Podiatrist - Diabetes & Wound Care

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