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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.

253 Comments

have let me down!!! No one has been in touch to review my meds as promised when I was discharged from psychotherapy. Im spiralling... Not in a good place. Just been dumped by these people. I'm not ok

Dear Katalina

Thank you for contacting us. We're sorry to hear that you feel let down by our services.

Our 'Intake and Liaison Team" will be in contact with you shortly to discuss this.

Yours
Dr Derek Tracy
Associate Clinical Director

im 17 and have really bad panic attacks and really bad anxieyt and im to scared to do anything about it

Dear Tayla

Greenwich Time To Talk work with young people aged 16 and 17, and adults and older adults, in fact we have no upper age limit.

Lots of people experience anxiety (1 in 4 people will experience anxiety or depression at some point in their life-time). Research about the best treatments for panic attacks have found that cognitive behavioural therapy (CBT) is the best treatment. This is a form of counselling (talking therapy) that helps you identify the triggers to the panic attacks, what your worst fears are, what you are doing to keep yourself safe (safety behaviours) and then helps you to overcome the panics.

We have some excellent CBT treatments for panic attacks so if you live in the borough of Greenwich or have a Greenwich GP then please refer yourself via telephone on 020 3260 1100, or use the form on the Oxleas website (www.oxleas.nhs.uk/gttt), sending it to greenwichtimetotalk@oxleas.nhs.uk

Best wishes

Katy Grazebrook
Clinical Lead, Greenwich Time To Talk

I thought after nearly two years since my last admittance to Maryon Ward at Oxleas there may have been some improvements made to the service. However after just 2 days on the ward it is apparent that the staff are still rude, arrogant and make people feel like they are unable to even ask to see a doctor without being given the third degree of why do you want to see a doctor! Then to be told you cannot see a doctor until tomorrow when you feel you need to. Then the staff make comments that oh she is starting again.Their antagonising rude attitudes and confrontational manner towards patients highlights their unprofessionalism once again and the fact is there has been no improvements to poor mental health patient care.

Dear Joanna

I am sorry to hear that you are unhappy with the care and treatment whilst an in-patient on Maryon Ward. The Ward Manager and Modern Matron are happy to meet with you to discuss your concern.

Thank you for bring this matter to our attention.

Kind regards

LaToya Martin
Ward Manager, Maryon Ward
020 8836 6606

A Podiatrist arrived to visit my disabled mother having sent no letter or email confirming an appointment. Lots of elderly people like my mother has hospital appointments to attend to and are not always home. My mother had a stroke and has several medical issues and has several hospital or doctors appointment, so the podiatrist arrived when my mother was at one of her appointments was unfortunate. I her daughter, am trying to reschedule another appointment, which I am finding is impossible. You are kept on hold for well over 10 minutes. I have been trying to call for the past two weeks, I've tried calling in the morning and at around 4:30pm and the same situation, you are kept on hold and you can never get through!! I just really can't understand it. I have never experienced this anywhere. I have today sent an e-mail as I really don't know what to do. I may have to go to A&E as I am getting worried for my diabetic mother and her feet.

Dear Jacqueline

I am sorry to hear about your negative experience with regards to the podiatry access team.

Thank you for taking the time to speak to me today about your mother's care. As discussed I will ensure that your mother is seen at home next week by one of the podiatry team. Please do not hesitate to contact me on the number provided if you have any further concerns.

I have contacted Liz Penn, Service Manager for Long Term Conditions, who manages the Central Access Team, who take all the calls for podiatry and other teams. They moved premises on Tuesday this week, to a designated call centre with a greater number of telephone lines to be available to callers. Calls will be monitored to ensure that the team answer calls as promptly as a line becomes free. She apologises that you had such difficulty getting through to the team, and would be happy to discuss this further with you. Her contact number is 020 8329 7154.

Your comments are valued and I have shared these with the team.

Kind regards

Catherine Edmeades
Principal Podiatrist - Diabetes & Wound Care
Head of Profession – Podiatry

I am very concerned (based on personal experience) about the lack of a Care Partnership model (with the Hospice)for palliative-care-at-home to support residents in the Borough of Bexley. Residents in Greenwich have such a scheme.

Does Oxleas Trust play a part in funding palliative care-at-home for Bexley residents and their carers? If not, who has that responsibility?

Dear Deirdre

Oxleas are commissioned by Bexley CCG (who hold the funding), to deliver palliative care to Bexley residents. This is delivered mainly by the District Nursing Service and Specialist Teams and also our inpatient units. The services work alongside other organisations, such as Greenwich and Bexley Cottage Hospice, Marie Curie and the London Borough of Bexley to ensure that patients receive appropriate and timely care.

Currently Bexley do not commission the same model as Greenwich, which is known as the Greenwich Care Partnership. However, Oxleas are working with Bexley CCG, Greenwich and Bexley Cottage Hospice and Marie Curie on a pathway for End of Life care which will include piloting a similar model for out of hours, where the current night nursing service is co-located at the hospice and working with the Marie Curie nurses on delivering a rapid response service for palliative patients.

I am happy to discuss further. Please do not hesitate to contact me on 020 8319 7153.

Kind regards

Chris Rawlings
Head of Greenwich Integrated Community Team

Hello, I've been referred to you by my doctor as im manically depressed and am having dark thoughts. I have an assessment on the phone and was told i'd be contacted by a secondary team to assist me and book counselling. I havent had any contact since. Please help

We are very sorry to hear how you are feeling and will ensure that this team - which we have identified from electronic records - makes contact with you today to discuss your care and assessment.

Dr Derek Tracy
Associate Clinical Director

Very helpful leaflets, handy for tips to give to parents and for signposting. Not sure if it's our printer but when you print the leaflets double sided, one side prints upside down (i.e. cannot be folded leaflet style)

Dear AS

I am pleased you found the leaflets helpful. Try printing double sided with the instruction "flip on short edge" - this should mean the leaflet prints the right way up. I have tried this today and it works. If you would like me to send you a printed leaflet please let me know.

Kind regards

Lisa Thompson
Head of Profession - Speech & Language Therapy

lisa.thompson@oxleas.nhs.uk

Just like to comment on the treatment I got from Greenwich Time To talk. I saw a leaflet at my doctors surgery and so after thinking for a few weeks decided to refer myself to this service and on being worried and very anxious about calling, I was answered by a delightful young lady called Julie. She guided me through the process of booking an appointment (I was made a telephone appointment first) and she put my mind at rest, by informing me that everything I spoke about would be treated in the strictest confidence and that only me, my doctor and the therapist would know about it ( I do not want my family to know I am seeking help) I have had the telephone triage and am now waiting for CBT. I am unsure of how long I will have to wait. So I wanted to say that with all the negativity regarding the NHS at the moment, I would like to 'big up'Greenwich TIme To Talk and say thank you to all the staff and cannot believe how quick I had an appointment was made.

Dear David

Thank you so much for taking the time to contact us, and for sharing your thoughts. We are extremely happy to hear of your positive experiences from Greenwich Time To Talk, especially of how staff treated you.

I know they take great pride in both their professionalism but also that they care and treat people as individuals. I will forward your words to them; you are right that at these times it is far more common to hear negative stories from the NHS, and your feedback will be a big boost to the team.

Dr Derek Tracy
Associate Clinical Director

thank you ivy willis house all for the support and patience you have given me during the past year .it has been a long and rocky road,but the stff have been wonderful.thank you.

Dear John

Thank you for taking the time to leave a message about the positive support you've received from Ivy Willis House. It's especially heartening to hear how the staff have been instrumental in this; we know they take great pride in their work, and make huge efforts to deliver care that is personal and that matters.

We will pass your words onto them, and we know they'll be grateful and enormously pleased to hear this.

Kind regards

Dr Derek Tracy
Associate Clinical Director.

Held on for over 25 minutes to get through to book an appointment for my mother for end of March.
Told they cannot book an appointment because they do not have clinic schedules beyond next week. And they are running 4 or 5 weeks behind schedule.
Told I must call back next week but if they are so far behind and they only have schedules for 10 days, it seems I will have to call every week until I get lucky.
It is no wonder they have in excess of 100 calls a day, and that the time to wait to speak to somebody is so long.
An organised operation knows exactly when staff are booked on holiday, training, etc. and it should not be beyond the capability of the NHS to organise appointments for a minimum of a month forward.

Dear Robert

I am sorry to hear about your negative experience with regards to the podiatry access team. The team is currently in the process of change to improve the experience of the service users. Your comments are valued and I have shared these with the team and actions taken to prevent re-occurrence in the future.

If you would like to discuss this issue further, please email me at karen.rodwell@oxleas.nhs.uk with your telephone details and I will contact you on receipt of your email, or alternatively you can call me on my direct dial 020 8319 7111.

Kind regards

Karen Rodwell
Head of Integrated Community Teams

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