Latest comments banner

Your comments

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.

Please note, the website comments section is not a crisis service, and is not monitored out-of-hours.

Comments are moderated and it may take more than 48 hours for a response to be posted. If you need help in a crisis, please visit

If you need to contact our Patient Advice and Liaison Service (PALS), you can find contact details here:​


I have had two hospital admissions at Oxleas House in the past. I was on Shrewsbury ward and then Maryon ward. I will say that the staff are very grumpy, moody, loud, and unapproachable. It's not a kind of environment I would like to be in again and even when my mental health deteriorates the last option that I want is to be admitted in a place like this where are staff can be scary at times and treat you like your in prison (agreed with the comment above) Staff will handle in ways which are not appropriate and try show their authority and power in a condescending manor not realising that it could upset others and being rude to others when you have been kind to them. I have had staff just walk in my room without knocking, snatch things out of my hand. I don't like the doctors either. They think they know everything and then act like they are the best in the hospital walking around and rushing around like lunatics ignoring other patients when they have said "hello" or "hi" I felt at times the staff were unfair and always wanted things their way. I have noticed one staff member that worked on shift nights on Shrewsbury ward to be extremely arrogant and rude and the way she spoke to me was not very nice. You can't treat people like that it is ok to treat people the way you want to treat them oh yes, because your trained staff members who think they know everything. We are unwell patients who need proper care and treatment not staff members being rude and uncaring. I will say though they always seem to be alert though I have never had any issues with the staff on the wards not being vigilant at their jobs they are provided e.g. checking the room at night or checking to see if other people are ok and well. They could do with more mental health training around autism though and could be more compassionate and kinder. The ward manager is unpleasant I have met him before and he is very rude the way he speaks to people and other people who are staying on the ward including staff.

Dear Jay

Thank you for your concerns and we are sorry to hear of that experience. Your team has been alerted and they will be in touch today to discuss your concerns.

Best wishes

Sophia Ploumaki
Associate Director

It took 4 years before your colleagues/team at the Phoenix centre acknowledged that my child needed support. Finally he has been acknowledged as having ADHD and now I have to play games to get some kind of support. He is battling severe anxiety but if your whole area had intervened earlier then it wouldn't be this bad.

I called the other number to obtain support - Bromley Wellbeing and they didnt even pick up. Just as useless

Disgusted that I cannot even get a referral into this miserable area.

Had a telephone consultation on 9 March to asses my mental health issues .... it is now 19 March and have not received any help ....just an email (with a copy sent to me and the wrong surgery )?
The email stated they would send me booklet on receiving help from “mind” I have not received any “booklet”
Feeling really let down and ignored

I want say a huge thank you to the Bexley Rapid Response Team.

My 92 year old mum has been unwell for the last few weeks and after many GP/111 phone calls I was advised to contact Rapid in the hope to avoid a hospital admission.

The team came the same day, her needs were assessed, equipment ordered & delivered the following day. GP contacted to adjust pain meds. We are seeing progress & this has been largely to due to the commitment of the team. And in this current climate, she received a courtesy call at the weekend to ‘check all was okay’

Mum doesn’t have internet, she’s of a generation where the cloud is in the sky & snowflakes fall in she asked me to post her thanks. Especially to Richard, the physio and Nurse Chiddi

Dear Cathy

Thank you so much for taking the time to write such wonderful comments. This is so uplifting for us as a team during this unprecedented time.

Rapid Response strive to provide the best possible care to everyone we support. We all wish your mother a speedy recovery and hope she is back to full health as soon as possible.

Kind regards

Cherie Trew
Matron/Team Manager

I really need some help
I’m struggling with my mental health at the moment and I don’t know who to turn to . I’m on antidepressants and they’ve been increased to 30mg a day this was from Monday 16th March but they don’t seem to be kicking in yet I’m feeling really low and I have a family to look after.

Dear Jo

I'm really sorry to hear that you are struggling with your mental health and you are worried about looking after your family.

Antidepressants do take a few weeks to take full effect but I realise that you may need more support than that at present.

You can self-refer for psychological support at MIND from trained counsellors and psychological therapists here and you may want to ask your GP to review your medication again.

If your GP and/or MIND have significant or urgent concerns about your mental health then they can make a referral to our Primary Care Plus team (details here: which accepts referrals into specialist mental health services.

I hope that helps you get the help you need.

Best wishes

Dr Jo Cook
Head of Psychological Therapies for Bexley Care

It is virtually impossible to get through on this telephone number. I have contacted several times, I am told I'm in a queue and my call will be answered shortly. After 45 minutes, I get cut off! Is there any other way to get through as I really need some help with my Cervical Spondylosis symptoms..

Dear Teresa

Thank you for your enquiry on our website and raising your concerns. I am sorry to hear about your trouble in getting through on our contact number and understand how frustrating this must be. I have asked one of our administrators to contact you directly. However, we also have an e-mail address that is manned everyday except Sunday. This can also be used for enquiries or, if for any reason, you are unable to get through on the phone again,

Alternatively, our quieter times with lower call volumes are after 4pm and so you might find more success at these times in the future.

Due to the current high demands for our service we are in the process of developing further methods of self-referring into the physiotherapy department via our web site using a computer, smart phone or tablet. The ultimate aim is to improve access and convenience and reduce the need to use the phone. So, please watch this space.

We receive over 550 calls a week and according to our monitoring systems manage to answer 99% of these, so although it is not clear what is happening in your individual case, we will look into our reporting software to ensure it is providing accurate data.

I hope that this provides a satisfactory solution and thank you for using our service and providing valuable feedback. Please do not hesitate to contact the department again about this issue and ask to speak with Paul Smith or Heather Ritchie (Operations Manager) if you have any further questions.

Kind regards


Absolutely amazing service. I was struggling without knowing why and it helped me figure out what was going on in my head and learn the skills to deal with it and take these skills away with me to use in the future on my own. The initial waiting list was long but as this is a free service and NHS are underfunded there wasn’t much I could do about that. When I did get offered appointments, they were regular at the same time and day each week that suited me. I had phone calls which were around 30-40 mins a week. It has changed my outlook on life and I feel much more able to cope with things that are thrown my way. It’s taught me to change bad habits of avoidance and be more positive! Would recommend to anyone struggling with anxiety or depression. It’s worth a try at least! If it’s not for you, you haven’t lost anything, and can try the next option. I would definitely go back if I ever fell back into not being able to cope.

Dear Mia

Thank you very much for taking the time to feedback to us about your recent experience with our service. We have really appreciated your kind words and we are pleased to hear you had a positive experience with Greenwich Time to Talk.

We are a highly pressurised service in terms of referrals and our staff work hard and do their very best to meet the needs of our service users.

It means a lot to our clinicians receiving this feedback. We will pass on your positive comments and kind words to the respective member of staff.

With best wishes

Dr Stavros Markatselis
Deputy Clinical Lead, Greenwich Time to Talk

I was referred to you by my doctor at Bexley Group Practice in Upper Wickham Lane.
I have been having a lot of pain in my left knee after having a fall. I think I may have torn something behind my knee. Could you please advise if a xray can be taken to see if there is any damage ?


Sylvia Rothwell

Dear Sylvia

We are sorry to hear that you are experiencing pain following your fall and trust that your surgery have provided you with advice on how to manage your symptoms.

We have not yet received a referral from your GP however you can make a self-referral to our MSK service by telephoning 020 8302 6330 Monday to Friday between 9.00am to 6.30pm and Saturday between 8.30am and 12.30pm.

Following your assessment our clincians will ensure that all necessary and appropriate investigations are undertaken.

Kind regards

Lisa Cooper
Associate Director, Adult Community Services

What service. Attended today at Market Street to a pre-booked appointment following another on Friday at Bexleyheath. The staff a both centres are fantastic, from the receptionists and the nurses and especially Dr Ulrika. All were very kind to a very nervous patient and the outcome of my treatment was very positive. Thank you all and I would recommend both teams to anyone. A credit to the NHS all of you!

Dear Linda

Thank you for your kind comments. We are always very grateful to receive feedback on how patients have experienced our services. We have passed your thanks to the relevant members of staff.

Best wishes

Rachel Matheson
Service Manager

Very disappointed got refered to HTT after ringing crisis line had one appointment then saw the doctor and no one has contacted me in 2 days I feel rubbish and now feel even worse as feel forgotten about by a service I thought I could count on and turn to.
Thanxs very much no have no where to turn

Dear Cassie

Thank you for your comments. We are really sorry that this has been your experience of the service.

The manager of the Home Treatment Team, Dyanand Boodram (tel: 0203 953 6340), will email you today to arrange for a follow up.

Best wishes

Sophia Ploumaki
Associate Director

Leave a general comment

Your contact details:

Comments will be moderated and published on this website.

Your telephone number and email address are required in case we need to contact you directly. These details are treated in the strictest confidence and will not be shared with any third-parties.