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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.

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Thank you very much for replying to questions regarding rTMS. I am considering undergoing the treatment from one of the private providers in London. Can you please tell whether the treatment is appreciably different depending on who is doing it? It seems in some cases psychiatrists initially determine coil placement, etc, where in others a technician does it. Additionally, it seems that the equipment manufacturer and coils vary as well. Also, do you feel a tapering off of treatment is beneficial or not? Thank you so much for your help. I have had a difficult time finding these answers when searching the web and when speaking to my psychiatrist.

Kind regards

Dear Nancy

Before the treatment starts, there is a need to decide what type of protocol should be used depending on the clinical presentation and a technician would not be be able to make this decision.

There is no evidence that any particular type of coil is superior to the others clinically.

Finally, tapering down may be good for those who feel apprehensive about terminating the treatment.

I hope this helps.

Kind regards

Dr Rafael Euba

Further to my comments of 28th February I was contacted by Connie Greig on 13th March. Even though this phone call did not transpire, sadly, in an extra call for my elderly father, it did however result in a reassessment of my mothers needs. This was done very quickly, by early the next morning in fact and with a follow up call on the 15th March.
I was reassured that the district nurses are only a phone call call away should my brother feel he needs them.
Thank you for your help.

Dear Susan

Thank you for taking the time to write a reply. We are pleased that you feel reassured and the nurses are happy to support in future if you have any further concerns.

Wishing you and your family all the best.

Angie Miller
Service Manager for Adult Community Services (Greenwich)

Received an excellent service. The staff were friendly, very caring and efficient. My appointments were punctual. Very please with the service.

Dear Dennis

Thank you for taking the time to provide this feedback. The team is always pleased to get positive feedback and your comment will be passed onto the team and they will be pleased to receive this response.

Kind regards

Angie Miller
Service Manager for Adult Community Services (Greenwich)

I attended the breast feeding cafe last week at Storkway Children's Centre. I wasn't sure about going, and nearly didn't, but I was so pleased that in the end I decided to go. Alison made me feel extremely welcome, gave me as much time as I needed and really was a fountain of knowledge. I'll definitely be recommending and using the service again. Thank you!

Dear Caroline

Thank you so much for taking the time to share your experience of attending the breast feeding group at Storkway Children's Centre. We are delighted to hear that it was so helpful to you.

Kind regards

Ellen Shelly
Head of Public Health Nursing 0-4 years

It is with sadness and some anger that I feel I must comment. I rang the district nurse service on Tuesday regarding my 89 year old father, who is an insulin dependant diabetic and also has a catheter fitted. This service, which have trained my brother, who is carer for both my dad and 86 year old mum, in administering insulin, has systematically pulled away from visiting my dad albeit by one evening call. They would like to drop this call too, but my mum and brother have, quite rightly, refused for this to happen.

I rang whilst I was making a visit from my home in Canterbury to ask if it was possible for an extra visit on one morning a week. This was refused! I feel this service is putting a huge amount of pressure onto the shoulders of my 60 year old brother and taking advantage of his good nature. I know time and resources are stretched in the NHS, my daughter works for them, however I also worry about the mental and physical wellbeing of my brother. What would have happened to my dad if my brother was not living at home?

Dear Susan

Thank you for your comments. Sharon Wilson-Nivet, Matron for District Nursing, tried to contact you this morning, but you were unable to discuss with her. Sharon will call you back this afternoon to discuss your father's circumstances.

Kind regards

Angie Miller
Service Manager for Adult Community Services (Greenwich)

I attended this walk in clinic to have a coil replaced on a Weds just before 4pm only to be told that I was too late to be seen that evening even though it is open until 7pm. The receptionist then handed me the opening times. I attended the women only 8am-11am on the Thurs morning arriving around 8.55am to be told by the same receptionist I could not be seen. When I asked when I could come back as this was the 2nd time in two days (taking time off work) that I had been turned away I was told there was nothing for 2 weeks (even though another walk in clinic was advertised from 12-4pm the same day). When I queried whether it was walk in or appointments I was told if I wanted an appointment I would need to wait until the following Monday to even make the call to book the appointment. I'm still none the wiser whether I can walk in or need to make an appointment. No wonder women like me dread attending these clinics and as a result let contraception & smear test expire. To cap it all off the receptionist had a can't be bothered attitude and was unwilling to help me find out the best time to come and also could not be bothered to ask a simple questions as to whether my contraception had expired.

Dear Liz

Thank you for your comment.

Although the majority of our clinics are 'walk-in' clinics, they operate on a numbered slot system with first come first served. After booking in and getting a slot number, you may be asked to return at a later time in the day - this is to help reduce your waiting time in the clinic, and means that the waiting room may not always look full. Slots are limited and not available for booking by phone.

We do, however, also offer two women only clinics for Long Acting Reversible Contraception, and these operate on a booked appointment system (Monday 09:30-12:00 and Thursday 17:00-19:30).

When you spoke to the receptionist on Thursday and said you had attended the walk in clinic twice in two days and missed all the slots, she thought she was being helpful in informing you that there were bookable appointments for coil fitting. Apologies if this caused confusion, as you are correct that you could have come back at 12:00 that day (Thursday) to the walk in clinic. Our receptionists would not routinely ask if your contraception had expired.

All our opening times and walk in/appointment timetable are available on the GSH website - see - and we are currently reviewing our slot system.

Having the clinic only open for men on Saturdays is hugely sexist, the women-only clinic is during the week when I (and most women) work. I cannot afford to take time off work and don’t get to choose my holidays, is there any chance of accessing this clinic in the evening and not being turned away as the clinic is usually full up in an hour? Unfortunately it is not the 1940s and I have to work in the daytime.

Dear Elle

Thank you for your comment. GSH Central at Market Street offer an open access service irrespective of age, gender, where you live or which GP you are registered with.

We currently offer women-only bookable appointments specifically for Long Acting Reversible Contraception (LARC) on a Monday morning and on a Thursday evening, as well as the women-only walk in service on Thursday mornings.

Based on previous feedback and comments, we now offer real-time updates on remaining walk-in slots during the week via the new Twitter feed @GSHMarketStreet.

We are also looking at whether we can offer some bookable appointments during one of the evening walk-in clinics, and are asking all women who attend the Thursday morning women-only walk in service for their suggestions of preferred day/time.​

All our opening times and walk in/appointment timetable are available on the GSH website - see

I hope this reassures you that we are offering services to meet the needs of all our service users.

Kind regards

Angie Miller
Service Manager for Adult Community Services (Greenwich)

My mum was recently admitted to Scadbury Unit under a Section 2 . The PRU had made several mistakes with her care & medication which resulted in her being Sectioned & I was obviously extremely concerned for her welfare . I needn't have been , I can honestly say that the care and attention she received from EVERYONE on Scadbury was amazing . They were not only professional and caring but sympathetic , friendly , respectful and informative . I cannot thank them all enough for the support they showed both my mum and me . They have stabilised my mums' medication & we are a lot happier .

Dear Sharon

Thank you so much for your feedback about the care your mum received on Scadbury Ward. It’s really encouraging for staff to receive positive feedback and we have forwarded your comment to Misheck and his team.

We really appreciate you taking the time to contact us. I hope things are going well for your mum.

Best wishes

Estelle Frost
Bromley Adult Mental Health Service Director

With the exception of a few notable individuals and Day Treatment Team, in particular, Oxleas mental health services provide consistently poor care. Extremely difficult accessing services and wait times of up to four months to see a psychiatrist for medication review. Services often take a long time to respond (or don't respond at all), and do not follow up. Empty promises should not be made to patients in crisis and patients should not have to constantly follow-up to try to receive any care/support.

There seems to be a severe lack of communication between services Oxleas runs with advice often differing dramatically depending on the individual you get through to. There also seems to be a lack of consistency present in the provision of service with one person saying they will be discussing further treatment pathways with you at a future meeting while another - presumably having not looked thoroughly at the case file - will go ahead and discharge you from the service. The onus is then on you to get undischarged and then begin the drawn-out process of waiting to be seen again. Whatever metric-driven approach the trust is pursuing is definitely not working in terms of patient outcomes.

The services are widely considered to be wholly inadequate and the comments here only scratch the surface of the systematic failures of the service, believe me. The majority of people who would complain are regularly in crisis, not least due to the mismanagement and negligent practices of Oxleas, and are not in a position to be writing complaints or going through PALS. It is only through sheer frustration with the services over the past couple of years that I've brought myself to begin the complaints procedures myself.

Management should hang their heads in shame at the state of the services they oversee. I sincerely hope their contract is up for renewal soon. It is not hyperbole to say that people die as a result of the malpractice that passes for patient care under this trust, The Heights at Charlton being a particularly egregious example.

Dear Charlie

Thank you very much for your comments. We are sorry to hear that your experience has not been a positive one.

We take feedback very seriously and we would like to have a conversation with you about this issue. Pauline Heslop (020 8269 4110) will give you a call next week to discuss these issues in more details.

You can email Pauline directly at

Kind regards

Sophia Ploumaki
Associate Director, Greenwich Mental Health Services

I have been reading on this website the comments of fellow carers of patients under the "Care" (or not) of Oxleas Trust at The Heights and although I find these reviews disturbing I feel relieved that I am not the only one feeling that Oxleas Trust would be far happier if nobody bothered to ring them to alert them to the condition of someone on their books. I feel have been fobbed off in a manner that I was being a nuisance and despite the many times I have requested for my friend to be sent a consent form to enable me to intervene in her care - as she is in too deep a depression to be able to help herself - I have been given false information and links to wrong follow-ups. Please show some care and competency. Surely prevention is better than cure as we are always being reminded in NHS adverts?

Dear John

Thank you for your comments and we are sorry to hear of your experience.

The Heights team manager Pauline Heslop (020 8269 4110), will be happy to give you a call and discuss your concerns in more detail.

Kind regards

Sophia Ploumaki
Associate Director, Greenwich Mental Health Services

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