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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

I have been trying to put in a complaint about Adult Mental Health services since Sept 2015 but no one ever gets back to me! The reorganisation is a disaster. I have not been seen every 3 months acc. to my Care Plan since Sept 2015. I have only been seen by Home Treatment Team in Dec when I attempted suicide and nothing since then! I had another suicidal crisis 2 weeks ago and only the police have been to see me - no one from Mental Health services as promised to my psychologist! The service is pretty much non existent, despite being told in Sept I'd be seen AT LEAST AS FREQUENTLY as before (every 3 months). This service reorganisation and impossible to access crisis care has made my mental health much worse. I am still trying to access an advocate to complain formally as I have been let down so many times since moving to Greenwich 1.5 years' ago. I was so pleased to have found a really great psychiatrist in June 2015 but all has fallen apart since then, and despite not being discharged (I don't feel the least bit stable and my medications are not stabilised), have received no ongoing care or appts for 9 months. The member of reception staff at Ferryview was rude to me and I have a phobia of using the phone (part of my MH problems) I just do not know how to access services?? I feel myself dipping again and nowhere to turn, no walk-in any more except QEH a&e which has been useless and dehumanising previously. Since Sept 2015 the lack of ongoing MH services has cost a police helicopter and 3 patrol cars (to find me after my suicide attempt), a 3 day hospital stay to stabilise my liver and diabetes, and 2 weeks with Home Treatment Team...and a police welfare visit 2 weeks' ago. How is this latest reorganisation cost effective?! How much did it cost to produce the glossy leaflet telling me that no one will receive less of a service than before? It's a facade of a service. I plucked up the courage to write this as I'm currently suffering a massive hypo due food binge and giving myself too much insulin to try compensate. Yes, my eating disorders have also got worse as a result of feeling totally unsupported within Oxleas Adult Mental Health.

Dear Ingrid

I'm sorry to hear this. There is obviously a lot of detail and important information in what you have put on-line, and rather than try to address each point in an internet response, I think it would be most helpful to discuss these issues with you. This could be by phone, a face-to-face meeting, or email, as is most useful to you.

I will ensure that a senior manager from the local service contacts you shortly about this.

Kind regards

Dr Derek Tracy
Associate Clinical Director


I can honestly say that I have no complaints about any aspect of the treatment,
communication and helpfulness of ALL the staff I had any dealings with, everyone
seemed to go out of their way to help and make sure I understood all aspects of
my treatment. And, have to say, has helped greatly. Working under difficult conditions,
I have nothing but praise for all concerned, Thank you.

Dear Pete,

Thank you very much for taking the time to leave such a positive comment on our website in relation to the service you received from our MSK team. I am pleased to hear the treatment you received has helped you greatly.

The team always appreciate receiving such comments and knowing they make a difference.

Many thanks

Lisa Thompson
Head of Service - Specialist Teams (Adult Community Services)

Terrible terrible disservice in the ward. It was such a waste of time. Rude, uncaring, insensitive staff including all (bar 3, one was however a student nurse), the cook/cleaner who was constantly rude an looked down on the patients. It's funny how mentally "ill people" are treated in a so called hospital. The patients in the ward seemed to be calm quiet people, the staff however were nothing short of uncivilised brutes. One day this will come to light, and when it does I'll give testimony. Sorry if this sounds harsh, but it's simply the truth. Day staff and doctors were great, but the 'nurses' etc (again bar a few) were just terrible people. Was only there a month and knew I had to get the hell out of there. I'm dandy now thanks to decent health services outside being on a ward. But yeah, that's just my experience as far as I'm concerned I'm done with it.

Dear Dave

The service you describe is certainly very much below what I would regard as acceptable in Oxleas. We pride ourselves on good patient experience, and this is clearly not what you feel you have received.

I would like to know more about this, including the individuals involved. I will arrange for the Modern Matron or one of her deputies to contact you very shortly to learn more on this.

Kind regards

Dr Derek Tracy
Associate Clinical Director

I was at the clinic and i was attended to by a nurse called Kate. She was very lovely and knew her onions. She was also very easy to talk to.

The staff at the clinic came across as very professional, from the receptionist to the specialist nurses or doctors.

Dear Vanny

Thank you very much for your comment regarding nurse Kate working within the clinic and regarding the comment about us all being a professional team. It is much appreciated.

Kind regards

Fiona Dickson
Head of Service (CASH)

I apologised straightaway to the woman I spoke to in case I had the wrong number.
No advice given, absolutely rubbish! I need advice for my daughter who won't admit she has a bigger problem.
She is pregnant, has a 2 year old child.
I'm willing to help but no one wants to help!

Dear Daphne

We were concerned to read of your experience when contacting our services. We would expect that any concerned people contacting our crisis services are listened to fully and either linked in with mental health services or sign posted to other relevant services outside of mental health if appropriate.

I want to apologise that the response you received was not in line with the Trust standards. We have advised our Crisis Services of your comments so that all staff are reminded of the standards expected. We want to ensure that you and your daughter have the support you require, therefore if you wish to discuss this further or continue to need assistance from mental health services, you can contact me on Tel: 0208 836 8517 or contact the Primary Care Plus mental health service through your GP.

Yours sincerely
Adrian Dorney
Associate Director

Positive feedback for Gynaecological Doctor Jane Dickson and her nurse who performed a mirena coil removal in Minor Ops at Lakeside Health Clinic. I was very pleased with the professional and caring treatment received for this procedure. Previously, I have experienced great discomfort during this procedure but Dr Dickson was very warm and pleasant and the procedure was completed quickly and within a comfortable setting. The nurse present is to be commended highly too for her helpful and professional attitude. I would certainly like this feedback to be passed on to Dr Dickson, her nurse and the helpful reception staff (Ms Barber) at the Lakeside Health Centre today. Thanks to all.

Dear Jacqueline

Thank you so much for this very kind compliment.

We find our Gynaecology work really rewarding and it is so lovely to know that we are appreciated.

Kind regards

Dr Jane Dickson, Consultant
Charlotte Cushen, Staff Nurse
and the Lakeside reception staff.

My father was at Meadowview for just under 4 weeks up until 5 March, He and our family were very impressed with Meadowview and especially the staff and physiotherapists who were very kind, professional, patient and understanding. He was very pleased with the service and kindness given to him during his stay.

Dear Simon

Thank you so much for taking the time to tell us about your father's recent stay on Meadow View. I am really pleased that he and the family were impressed with the level of care provided by the team.

I have passed on your comments to the staff, who were thrilled to receive them.

Thanks once again.

Keith Soper
Service Director

I called the COPD Team on Tuesday morning (8th March) as I was very worried about my brother who was really poorly and one of the nurses (Win) called in to see him really quickly and arranged for steroids and anti-biotics for him which I collected and he started taking - all within a couple of hours. Win telephoned the following morning to check on my brother. My brother has lots of problems as well as COPD and Win was so on the ball and thorough. Thank you.

Dear Dianne,

Thank you so much for taking the time to feedback about the service provided to your brother by the COPD service. I have highlighted your comments to Win and the team and
we are pleased that you found the service not only to be responsive but thorough and comprehensive.

Thank you again for the positive feedback

Regards
Lynn Orford
Community Respiratory Lead

A huge heartfelt thank you to all the team at Green Parks . Your care and attention given to my partner during such a crisis was incomparable . Each and every team member on Goddington went beyond the extra mile , acts of kindness and their gift of patience and time were extraordinary .
His road to recovery helped even more so by the amazing Day Treatment Service .
A very special thanks to Dr Doku in his management and Skye who led his team well . Warren who introduced the pottery and music therapy .
Wishing all the very best in life

Dear Jacquie

Thank you so very much for taking the time to leave this feedback. It's very heartening to hear of the good care provided. I know both teams well, and have great respect for the work they do and the manner in which they carry it out.

I also know how much pride they take in the care they deliver, and they will be delighted to hear your words, which I will forward to them.

Once again, many thanks for letting us know.

Kind regards

Dr Derek Tracy
Associate Clinical Director

Thank you so much for the rapid response team for coming out so quickly after my brother being discharged from kings. You have assessed his needs, ordered equipment , care and an inpatient bed. Thank you so much as you have cared and not said oh well you have been born disabled deal with it. I am so grateful for your help as he was discharged without planning for his needs and your help has prevented him being admitted to a and e.

I am so impressed with rapid response when they came out to my crisis! My brother was discharged from hospital yet still not able to cope at home.
The team came out assessed him, I have now got equipment being delivered, key safe being installed. Increase in care package and waiting for bed for rehabilitation.
Thank you so much as it has prevented my brother from having another hospital stay.
Your service has been excellent, as you have kept me informed of what's happening.
Your service has been excellent x

Dear Ashley.

Thank you very much for your kind comments regarding the service your brother received from the Rapid Response Team, the team strive to deliver the best quality health and social care to our patients.

We really do appreciate you taking the time to write your very positive feedback, I have passed your comments on to the team which has been gratefully received.

We wish your brother all the best in his continued recovery.

Kind Regards

Doug Reid
Deputy Service Manager
Pre and Post Acute Care ( Adult Community Services)

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