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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.

459 Comments

I'm currently in hospital at green parks and I am not well. I have a really strong cows milk allergy and unfortunately I keep going without food. The staff are not trained to understand allergies and apparently are not equipped to cater for anyone with allergies on a weekend despite the fact I am 10 weeks pregnant. I am so hungry!

Dear Anna

Thank you for your comment regarding your dietary requirements.

I am aware that Lawrence Yong, Modern Matron, has now met with you to discuss your concerns and that measures have now been put in place in response.

Thank you again for your feedback.

Regards

Adrian Dorney
Associate Director

So disappointed re. closure of Beacon clinics and continued downgrading of health visitor service - which is priceless (no doubt the problem - no way to index its value). I'm sure it's just a rumour but the incredibly insulting word on the street is Oxleas was happy to close down clinics in areas considered too 'yummy mummy' to need services. The repeated claim that the rooms at the Beacon were no longer available rings true to nobody, however, so it's little wonder such rumours abound.

Thank you for your webpage comment.

Oxleas has been commissioned to deliver a service particularly focussing on the Children and Family centres in Bromley, these venues are already established and we are delighted to be able to work with them and have placed the majority of our Health Advice sessions in these locations, which we hope will introduce families to all the other services available to them through Children and Family centres.

A number of clinic venues were retained by the previous provider when we took over the service in October, the clinic room at Beckenham Beacon has also been retained. We have requested of the landlord there for another suitable space, and have been assured there is none available for us to rent. However we are very pleased to be able to tell you that we have found another venue close by in the Neighbourhood Church, on Cromwell Road which also hosts a Baby Café for breast feeding support. This clinic opens next week on Thursday 30th November from 1.30 pm until 3.30 pm.

Our health visitors will continue to offer antenatal, new birth and 6 week post-delivery visits and contacts to all mothers, and 1 and 2 to 2 years 6 months year developmental checks to all babies and toddlers.

Kind regards

Helen Day Barnes
Service Manager
Public Health Nursing Services

After waiting months for treatment, and being bandied about different mental health "services" for months and months as no one knew what to do with me, I was finally offered treatment at Oxleas The Heights.

The treatment lasted a few weeks, but the issues that originally inspired my loved ones to encourage me to go were never really addressed, almost like they were "too serious" for the therapist to want to broach. Most weeks I was shown a drawing or chart and my feelings compartmentalised into subcategories. After the initial few sessions it was decided that I should increase to 20 weekly sessions, however after about five of these she changed her mind and decided that I didn't need therapy at all. So I was shown the same chart I was shown every week and sent packing with a "Look after yourself," and a referral to Greenwich Time To Talk; a service which had already refused me months before.

I have come away from treatment having gained nothing, feeling as lost and hopeless as I did when I first sought it out and would not recommend it to anyone feeling suicidal or any major depression, not least because of the emotional drain and trauma of all the hoops, rejections and queues you have to go through to even get it.

I can only agree with the other comments. My local clinic (the Willows in Chislehurst) was closed since Oxleas have taken over. I don't know why since it was always well attended. I was able to get there by public transport so no issues with parking. Now my nearest clinic is at Crown Medical Centre which is not easily accessible by public transport and the parking situation is unacceptable - it is always very busy and you get a ticket immediately if you park where you shouldn't. It puts me off getting my baby weighed and if I need help I will just go to my GP in future. The clinic is so busy all the time it takes ages to be seen and the room is so small it's impossible to have a private conversation. I've also not had a visit from the HV after my baby was born - it's my second so I feel more confident this time around but I hope this doesn't also happen to first time mums because many need the support in those early days!

Dear Anna

Thank you for sending me your comments about the Crown Medical Clinic. Oxleas started providing the Health Visiting service on 1st October, at this time not all the buildings or rooms previously used were made available to us. The Willows clinic has been retained by the current tenant and will be used for other services.

To help with this we have extended our clinic times in the Children and Family centres, we are starting a new weighing clinic at Crown Medical Centre next week on Thursday afternoons from 1.30 pm. We are looking for an alternative local venue for the Monday clinic and we are opening a new venue in the Neighbourhood Church, Cromwell Road, Beckenham on 30th November, 1.30pm to 3.30pm.

The clinic timetable is available to see on the service page - you are welcome to attend any clinic we are running in the borough.

The Orpington health visiting team have arranged your home visit following the birth of your baby.

Thank you again for contacting us to raise these issues; feedback is really important to us and will help us make improvements to the service.

Kind regards

Helen Day Barnes
Service Manager
Public Health Nursing 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.

My son has just had his 12month vaccinations & the nurse said we should have received an email/letter explaining the new process for the 1 year health review. We haven't had this & having read the above comments this seems to be a common issue & very unfortunate. I appreciate we can see Health Visitors during weight sessions, this is something I have done in the past but I am now back to work & sadly on my non working days (Mondays & Fridays) there aren't health visitors available at the weighing sessions near me. I live in SE9 & fall under the South Team. Please advise what you suggest in my situation. I am keen to discuss several things with a health professional & it was disappointing to know that my friends living in different boroughs have the opportunity to do this easily.
I look forward to hearing from someone soon.
Many thanks,
Sara

Dear Sara

Thank you for taking the time to comment about the processes in place for your child's 1 year review.

Apologies that you have not received your email/ letter explaining our new process for the 1 year review; I will discuss this with our Central Administration Team and have this sent to you.

Greenwich Public Health Community Nursing Service has now been in place for just over a year and changes to the health visiting service have been ongoing.

In response to parental feedback about the 1 year review, Oxleas is in in the process of implementing the option for parents to request an appointment for the review with one of our skilled nursery nurses.

This information will be made available to all parents in the email/letter sent to them.

We are aware that not all parents wish to attend a face to face review so this opt in approach will allow for more efficient use of the appointments available.

All parents will continue to receive an email or letter with an invitation to attend one of our drop-in session and links to our webpage where they can access age related health and developmental information.

I will be contacting you to arrange a mutually convenient time for your child to have this review with one of our nursery nurses

Kind regards

Kerry Cooke

Operational Lead Nurse
South Health Visiting Team

I would like to express my thanks and appreciation to all the staff involved in my care over the past few weeks. From Nursing staff, doctors, psychiatrist, psychologist, OT, domestic and ward staff at the Woodlands unit. Everybody has been very caring and understanding, as well as totally professional. From my first contact with the crisis team on the phone, who made me feel safe and that there was support there for me when I needed it. Then my initial contact with the HCT, who understood how I was feeling and how desperate my situation was and got me admitted to Lesney ward. All the staff on the ward were extremely friendly and made me feel as comfortable as could be in those surroundings, which were all new to me and quite scary. Not only was I introduced to the staff, but also to other patients and given a tour of the ward. The food on the ward was of a reasonable standard and the ladies that served the food were always polite and helpful to me. The only real issue, was that the television stopped working, which some of the patients used to watch to while away the time. It was out of action for over a week whilst I was there (and still wasn’t working when I left). This did cause some tension on the ward, especially between some of the older and younger patients. As I understand it, this loss of television was not just on our ward and was a fault on the actual Ariel system, affecting the whole unit.
I am now on the road to recovery and feel that I genuinely owe my life to the whole team, for which I and my family are extremely grateful.

Dear Robert

Many thanks for taking the time to write. I'm sorry to hear what a difficult time you have been going through, but I am delighted that in such a challenging time that our services were there to respond to and help you. It sounds like they were caring and compassionate at all levels. I will pass on your kind words - it will mean an awful lot to them.

Yes, I understand that there were wider issues with the television system which was a frustration for many. I'm glad things appear to be moving forward for you now.

Best wishes

Derek Tracy
Clinical Director

Hello

I want to share some rather alarming reports I am getting from a friend currently admitted to your mental health ward in the Oxleas Unit at Queen Elizabeth Hospital.

My friend has a long history of issues caused by abuse and eating disorders and I am being told that your staff are acting in a manner that is unprofessional at best and downright evil at worst considering the patients are already suffering enough. I'm not going to name names but my friend has been experiencing severe trauma related to possible PTSD and has been told to go away by staff during most difficult moments,mocked because of an eating disorder and a visiting relative was even reduced to tears by the staff there. The staff are well aware of issues patients face and are apparently "winding up" patients and playing on their particular things that make them most uncomfortable. Most shockingly of all I am told a patient was also threatened with physical assault.

I know beds are an issue and I know cuts and staffing will always be a problem. But there are certain standards that must not slip and must be adhered to by those with a duty of care.

Please do better....

Dear Chris

Thank you for contacting us.

We are very concerned to read your message. A member of the Greenwich senior management team will be in contact with you via email in order to discuss further.

Best regards

Iain Dimond
Director of Greenwich Adult Services
and Trustwide Learning Disability Services

I have just taken my baby to the clinic at Crown Medical which normally runs on a Thursday afternoon only to find out that this has now also been cancelled. There is a shocking lack of services in Bromley, and every time I have visited a clinic they have been over-subscribed and the advice given has been very poor. For example, one HV advising that a baby should start solids at 4 months despite the NHS guidance saying 6!

Dear Rebecca

Thank you for sending me your comments about the weaning advice you have been given and the situation at Crown Medical clinic.

Oxleas started providing the Health Visiting service on 1st October, at this time not all the buildings previously used were made available to us. To help with this we have extended our clinic times in the Children and Family centres and we are hoping to open a new venue in Beckenham on a Thursday afternoon in the next two weeks.

We are aware that Crown Medical has become very crowded so we are planning to offer a new weighing clinic on Thursdays there, and we are looking for an alternative venue for the Monday clinic.

The clinic timetable is available to see on our service page, you are welcome to attend any clinic we are running in the borough.

The Oxleas' new service model will be provided by health visitors and nursery nurses, new training is being given to all our health visitors and nursery nurses, so this will be an opportunity for us to ensure the advice our staff gives meets all the current national guidance. I will ensure training will include weaning advice.

Best wishes

Helen Day Barnes
Service Manager
Public Health Nursing Services

Dear Helen
During child birth I sustained a 3rd degree tear and as such I am currently unable to drive or walk long distances and therefore unable to get public transport. How would you suggest I access one of these clinics? I live in Beckenham and so would have been able to go to the beacon if you had kept this service. I see from your previous comments the rooms used became unavailable, are there no other rooms available in the hospital?

Dear Susan

Thank you for sending your comments about the service from Beckenham Beacon.

Oxleas started delivering the Health Visiting Service from 1st October. The rooms in Beckenham Beacon were not made available to us and were retained by another provider, and on further enquiry we were told that there are no other available suitable rooms at Beckenham Beacon.

We have found another venue close by in Beckenham, and hope to announce the opening of this in the next week.

In the meantime if you are unable to travel to a health advice session, one of our health visitors would be happy to visit you at home to weigh your baby and give any advice you need. I have asked one of the health visiting team to contact you to arrange this.

You can also contact your local health visiting team via our new central telephone number, 020 8836 8621.

I'm very sorry you have been inconvenienced by this.

Kind regards

Helen Day Barnes
Service Manager
Public Health Nursing Services

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