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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.

278 Comments

After admittance on this ward on more than one occasion over 2 years, my sister is no more well than the day she first arrived. I see little or no improvement in her mental state once she is on the ward, and we have felt we have not been given enough information to equip us in dealing with her illness, or information on what the next step in her treatment will be from staff. She was sectioned at some stage however it now appears this was completely pointless, as she is now without treatment and clearly still very unwell. Once released the support seems inconsistent, and it has been difficult for us as a family to contact professionals for assistance.

My sister compares the ward to a prison, and also feels her admittance was pointless. Despite the distressing situation, I've always spoken to ward staff politely however they never appear to have enough time when they are telephoned and (it feels) they seem to want to end the phone conversation as quickly as possible. I contacted the ward today as I've been unable to contact my sister's caseworker for weeks, and was told if I have concerns to contact the Police.

There are some staff that seem to care tremendously, and I do appreciate they have a difficult job, and that they have many patients to deal with. However I would like to see an improvement in the communication with relatives, as well as the ward itself in terms of hygiene and safety.

Dear Melissa

Thank you for taking the time to let us know about your concerns around your sister's care. Whilst I know all staff are typically very busy, we should always make time and space for our patients and their relatives and carers to discuss any issues of importance.

I will contact the modern matron at Oxleas House and ask that you are given such an opportunity - face-to-face or by telephone as is most convenient for you - with the ward manager and/or Consultant as is most appropriate, as a matter of urgency.

Kind regards

Dr Derek Tracy,
Associate Clinical Director

Greetings,

I have used your services at least three times since I moved to London three years ago. I have had a helpful service most of the time and staff have always been very polite.

My depression is recurrent and had been for the last 10 years. I have recently learnt about EMDR treatment and approached my GP for help as I thought it would help me address the underlying trauma. She suggested I self-refer which is what I have done. I have since been placed on a waiting list. At first, I was told the waiting time was 6 weeks. Then I called to check where I was on the list and was informed that it may be up to 4 months. My initial assessment took place on the 18th of March, almost 9 weeks ago. I am feeling a beginning of a new wave of a possible collapse--I had so many of them, I have learnt to see them coming. I would very much appreciate if you could get back to me and give me some idea of a possible therapy appointment. Just tried to call the general number but it leads to a voice mail. I would be very grateful if I could start this therapy very soon, whilst I am able to explain the nature of my predicament. If the breakdown starts, I will be all tears and no good for clear explanations for a while. Thank you.

Dear Nataliya

Thanks for taking the time to comment. I'm pleased that you have had positive experiences with Oxleas, but I fully appreciate how anxiety provoking and frustrating it can be waiting for appointments, especially if you feel things are deteriorating.

I will contact the relevant manager today and ask that you are contacted as a matter of urgency.

Kind regards

Dr Derek Tracy,
Associate Clinical Director

Firstly I'd like to say how disappointed I am about the district nurse service I received yesterday. This was supposed to be very routine very quick and easy catheter change but this turned into a bit of a nightmare for me personally. So basically a nurse turned up with a trainee nurse to change my catheter. I already had a catheter delivered so this was supposed so the most experienced of the two nurses began to insert the catheter. She inserted the catheter and there appeared to be quite a long length left. I couldn't see this at first as I was lying down but my PA could see that it was considerably shorter than the one I just had. My PA voiced his concerns but was told by the nurse that she done this many times and that was enough of the catheter in so she then started to inflate the balloon there is still no flow of urine in into the bag. We then waited for some time for it to flow but there was still nothing. The nurse decided then to remove the catheter along with a very large blood clot. The decision was made to put in the second catheter with the same affect no flow. I was then left for some 26 minutes to basically sweat it out whilst another district nurse was called out. The second nurse inserted the catheter the small amount showing at the end and the flow started them along with a lot of blood. So I'm now left with a penis which is bleeding and was bleeding last night and also have small dots of blood this morning.

As you can imagine I'm extremely frustrated angry and quite bloody to be honest. I can't believe a district nurse let this happen as I have a lot of trust in them and depend on them hell of a lot.

I'm just very worried that the balloon was inflated whilst in my sphincter and just concerned as to what damage this may have done. I'm also bleeding from the end of my penis. Can't believe this has happened as this district nurse kept on explaining as to how much experience she had had in this field.

I would like to put on record the second nurse who successfully inserted the catheter was excellent no problems at all with her what's so ever.

Thanks for reading.

Dear Martin,

Please accept our sincere apologies regarding your experience. Our Head of District Nursing will make contact with you on Monday but if this date is not convenient please call the office on 020 8319 7103 where Cheryl Maund will be able to schedule convenient time for you.

Kind Regards,

Sarah Burchell
Clinical Director
Adult Community Services

Hi,

You have been treating my father and recently diagnosed him with Vascular Dementia. This was in Sept last year.

I think his position is worsening and I'd like him to be seen for further memory testing if possible please along with advice on how to support my mother with him as she is not coping.

I've tried to call today but the number keeps hanging up.

Can someone contact me on my mobile to discuss this please?

Many thanks and I look forward to hearing from you.

Regards,

Nigel

Dear Nigel

We attempted to call you today on the mobile number that you provided, and have left a message for you along with a number to contact us on.

If we do not hear back from you today, we will phone you again tomorrow (Thursday 12th May).

Kind regards

Dr Linda Bouquillon

The service CAMHS provided for me was amazing, I am so thankful and grateful for the support they have given me over the years I have worked alongside them. Thank you Sarah and Stephanie for all your work with me, I am cannot express my gratitude enough for helping me in more ways than you can imagine, I honestly don't know where I would be if it wasn't for the wonderful, genuine caring and support given to me by them both. Also thank you to Annette for helping me build such a strong relationship with my mum. You are all such lovely people and the service you provide is life changing so thank you.

Thank you Shannon for your positive feedback regarding your experience of working with Bexley CAMHS, we appreciate and value feedback for our service.

We have shared your kind comments with the clinicians who enjoyed working with you and welcome hearing from you.

Thank you.

Dorothy
Operational Manager

I'm so fed up with Erith mental health centre! I'm a shut in and I've got so many emotional and psychotic issues I don't know half the time what I'm doing!
I rang Erith mental health centre and told them I was feeling paranoid, anxious and suicidal and I'm finding it so difficult to get to my appointments and I get discharged! I'm honestly getting worse every day, I'm not eating, I'm not sleeping and I'm alone 24/7 with nothing but illnesses! I've been let down over and over again! I asked and begged for someone to come out and see me but nothing ever happens! Is this a joke to you? Is my suffering going to continue in silence? I have a long history of all of this and they are well aware but yet nothing happens? It's not my fault I feel this way and it's not my fault that o struggle to get out and get to my appointments but instead of understanding I get nothing, nothing but a discharge!

Dear Adam

I'm sorry to hear of your disappointment about the care provided; we ordinarily work to involve people in joint decision making, and we should explain the rationale for any decisions we make.

I will contact you directly to better understand this and see what we can do.

Kind regards

Dr Derek Tracy
Associate Clinical Director

My daughter was referred urgently by our GP, and school, back at the very beginning of December 2015. After an initial assessment she was placed on the waiting list for CBT. She also had an assessment by a psychiatrist. WE ARE NOW 5 MONTHS DOWN THE LINE AS AN URGENT REFERRAL AND HAVING SPOKEN WITH CAMHS LAST WEEK THEY HAVE NO IDEA WHERE OUR DAUGHTER IS ON THE LIST AND HOW MUCH LONGER IT WILL TAKE FOR HER TO START THE CBT THERAPY. We are informed of staff shortages etc and offered medication as "stop gap" to get our daughter through this difficult time until a place for CBT becomes available. This is totally unacceptable, how can a child with an "urgent" referral, that needs a certain therapy, still be on a waiting list 5 months later and there be no idea of when therapy will be offered. What is the point in joining a waiting list in the first place? The young people with mental health problems in the London Borough of Bexley are being let down and left to struggle for too long. I would be interested to know where the governments "extra funding for children's mental health" has gone to? It clearly hasn't reached the London Borough of Bexley.

Dear Kelly

Thank you for taking the time to leave a comment on our website. We are very sorry that there has been a wait for your daughter's psychological therapy to start.

There is a very high demand for the Bexley Child and Adolescent Mental Health Service but we work hard to see children and young people at the earliest opportunity, so that they can recover as quickly as possible. The government has made additional funding available for child mental health services in Bexley. This funding is being used to establish a community mental health outreach service which works with schools and GPs and this will be in place over the coming months.

We would like to speak with you directly about your daughter's treatment and we have arranged a telephone call with you, between 1.30 pm and 2.30 pm today. In the meantime, we can confirm that we have identified a treatment appointment for your daughter on 6th May at 11am and can discuss this with you in our telephone call.

Kind regards

Dorothy Pilling
Bexley CAMHS Operational Manager

I can confirm that Dorothy did exactly as she said she would and telephoned me, also organising a treatment appointment for my daughter. Dorothy was very friendly, polite and informative about some of the waiting issues they are currently experiencing for CBT at CAMHS Bexley. Finally there seems to be a purposeful way forward for our daughter.

Thank you Dorothy.

Hello I want to explain my health and help me to get a wheelchair for me I can not walk I want Arabic language translator during a call if allowed thank you

Dear Diaa

Thank you for your message. We will contact you directly to discuss your needs.

Best wishes

Keith Soper
Service Director

My brother has been a client of Somerset Villa on a regular basis over several years. Somerset Villa is a very well run unit and I would like to express my appreciation of the excellent care my brother receives there. Many of the staff have been at Somerset Villa for many years or previously within the Oxleas service. They are a dedicated team, who provide a constant, caring background for the clients and treat each client as an individual. The clients are encouraged to participate in many activities and also given one to one attention..

The environment is clean, bright and friendly and the food is good and freshly prepared with a varied weekly menu. The staff team are easy to contact and keep me advised of ward rounds; CPA meetings and any other issues concerning my brother's mental and physical health. My brother has been a client of many establishments over the past 30 years and I couldn't wish for him to be in a better environment. It is a great comfort to know that he is receiving excellent care in a safe, caring environment.

Dear Pat

Thank you so much for taking the time to comment on the great care your brother has had from Somerset Villa.

I will pass your kind words on to the team: I know it will mean so much for them to hear this. They work hard every single day, and it is feedback like this that makes all our jobs feel worthwhile.

Kind regards

Dr Derek Tracy
Associate Clinical Director

why is everyone so keen to discharge as soon as a patient feels stable, has anyone not thought they are stable cos the htt are doing their job right and the patient feels safe and secure knowing they have a good support in place, t stay with the people who are helping me who i know and trust means i have to be self harming or taking overdoses just so i can feel safe, then they want t discharge me to people i dont know will not work unless they give me my old cpn then they should not discharge me, if they send me to people i dont know i wont talk i wont ask for the help i need and your putting my mental health at risk, dont be so quick to rush to discharge people, people who are doing well know when its time to be discharged and will do so when they feel safe, i think its sad when people have to actually harm themselfs or others to get the help they need. if i am ok its cos your people are doing their job right, if your discharge me to soon i will only be back quicker. stop rush discharges

Dear Leanne

Thank you for taking the time to comment.

As a Home Treatment Team Consultant in a different part of the Trust, I recognise the challenge you describe: on the one hand, I found it heartening to hear that the team were helping your mental health through their work; on the other, clearly it can be a really difficult period when getting discharged by them.

Ordinarily, we try to work hard around this 'transition point' to make it as smooth as we can, including discussing the rationale for our actions.

I will ask the Greenwich HTT to contact you to discuss the specifics of what happened with you in more detail; I hope this will be helpful to you.

Kind regards

Dr Derek Tracy
Associate Clinical Director

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