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643 Comments

Since January, I have received two appointments by letter, which even though you have my mobile contact details; letters are prioritised over phone calls, emails or texts, which would be a faster way to agree a mutually acceptable appointment time;
Each time I receive a letter appointment I am forced to ring your Podiatry service to change the time from a mid day appointment to an early morning and or late afternoon appointment which better suit my working patterns.

Both appointments were cancelled and a third letter sent out (with no apparent consideration for my preferred appointment times) for a mid-day appointment, which I must again decline as I have a work appointment; and my next appointment is kicked further down the calendar into another month.

I note your assessment form does not appear to ask for a patient email; permission to contact by SMS or, phone but does have an email address; unlike your appointment letters which does not.

I would appreciate if you could consider a system of appointment booking, which includes text messaging, emails, or phone calls - many of which has been adopted by several NHS Trusts and service providers to improve patient experience, reduce costs and increasing productivity for both staff and your patients.

Kind regards

Many thanks for taking the time to comment on your experience with the booking of your community podiatry appointments. I apologise for any inconvenience you have experienced.

At this point in time we are not in a position to adopt a fully automated service with the emailing or SMS notification of appointments. The adminstration team do however welcome emails.

We shall most certainly take your comments on board as we are always looking for ways to streamline the service, improve patient experience and productivity.

Kind regards

Catherine Edmeades
Head of Profession - Podiatry

Millbrook ward is severely understaffed. We where left with little to no support. During incidents staff where nowhere to be found. Patients had to help and support patients as staff where not there. I did not feel safe and was accused by one member of staff of saying things I did not say. Fed up of some of the staffs attitude. They acted like we where a burden. That ward needs to be sorted out NOW

Dear Kirra

We are sorry to hear about your experience while you were an inpatient on our ward. While there are some vacant posts on the ward we always ensure there is safe staffing levels on each shift.

Our recent vacancy has been due to promotion but we use temporary staff to cover all vacancies. We take your concerns about staffing and staff attitude seriously and we are aware that you have raised these as a formal complaint. We will ensure that there is a thorough investigation into all the issues that you have raised and provide you with a detailed response within the indicated timescale.

The safety of our patients is of prime importance to us and your feedback is vital in helping us improve the service we provide.

Kind regards

Dr Jo Cook
Head of Psychological Therapies for Bexley Care

Should I book and appointment to book a removal of my Mirena Coil?

Dear Aline

Thanks you for your query - a Mirena coil can be removed at any walk-in and wait clinic.

However, if you also want a new one fitted, it is best to book an appointment for one of our LARC clinics.

All the times are on our website:

http://oxleas.nhs.uk/services/service/contraception-and-sexual-healt/

Kind regards

Alec Sutton
Manager - Sexual Health & Community Gynaecology

I have just been referred after being diagnosed with Osteoarthritis.
My question is it was seen on and X-ray of my pelvis but I’m confident I have it in other areas (neck, knees, shoulder). Will I be referred by yourselves for more xrays or mri’s to find out the extent?

Kind regards
Phil

Dear Phil

Thank you for taking the time to enquire about your symptoms and condition.

Without us knowing more about your clinical history and symptoms which we will be able to obtain when we see you in our MSK service, we would not be able say at this point with certainty what will or will not be conducted in the form of investigations.

Please be assured that the clinician you see will conduct a thorough history of your symptoms and undertake clinical examination and explain what, if any investigations will be required along with jointly agreeing a plan of treatment with you going forwards.

I do hope this answers your question sufficiently. Please do not hesitate to contact the service on the number below if you have any further questions and ask for Paul Smith or Heather Ritchie, joint-leads for Bexley MSK Service.

Telephone enquiry number: 020 8302 6330

Kind regards

Paul Smith

I first took my son to my gp about concerns in september 2016, after having tac meetings, and my sons behaviour at nursery being the highlight of every meeting,and i asked the gp for my son to be referred for a full development check.after waiting for a long time he was seen by a pediatrician, and referred for asd and adhd assessment i believe. Since then his behavior at school has got better, however his behavior at home has declined. He is having trouble sleeping sometimes, he is awake up until 3am. He is 7 years old, and he looks very tired all the time. I have had no help with his sleep problems, and ive gone back to my gp many of times and all they have done is email the adhd team. I feel like my son is being let down, and also myself, as we are getting no support with his sleeping issues, and i have basically been told to wait for the adhd assessment. This issue has become such a problem for me, that my son is late for school every day , as he is tired, or is missing school due to tiredness.. and now i have a meeting with the attendance officer, and because of lack of support, i will probley get fined, which is giving me anxiety.

Dear Julie

We are sorry that you have not been able to access help with your son's sleeping.

We have tried to contact you today to see how we can help and will call you again later today.

Kind regards

Maria Tanner
Associate Director for Specialist Children Services

Absolutely rubbish!
Have been refers four times to them, every time discharged before I was able to see someone. They don’t answer the phone most of the time or the few times they do, they tell you to call back the next day! I have a job, I cannot call you in the middle of the day and wait half an hour on the phone to be told I will be called one day in a month for a phone assessment. I was assessed by my GP and a psychiatrist at the hospital. One year later I am still in depression and must pay for a private therapist. Appalling!!!

Dear Magalie

I am very sorry that you have had this experience. The service is open from 8am to 8pm, Monday to Thursday, and 8am to 5pm on a Friday. The extended opening hours are there to enable people with busy working lives or caring responsibilities to be able to access the service, so I can understand why you are feeling frustrated if we did not manage to speak to you in the evenings. I would like to investigate what happened and to ensure it does not happen for other people in the future.

Please can you email me (Katy Grazebrook) at oxl-tr.greenwichtimetotalk@nhs.net with your name and contact details and I can investigate what happened and arrange a mutually agreeable time to talk.

Also, if you would like to give us another chance, please let me know (via email above) and I will ensure that the team ring you in the evening to make the appointment.

The initial assessments are usually conducted over the telephone (but maybe face to face if there are specific communication needs) and during core business hours 9am to 5pm, so that if there are any safeguarding concerns or risk situations these can be dealt with promptly. We can support clients with letters to employers as they are required to support their employees to attend health appointments.

The subsequent treatment appointments (if needed) may be over the telephone, via an online service called Silvercloud, face to face in person, face to face via video-conference, or in a group. The variety of modes of delivery are aimed at accommodating people with different needs and different availabilities for appointments.

Best wishes

Katy Grazebrook
Clinical Lead, Greenwich Time To Talk

My husband Keith attended your clinic until August last year when he was referred back to our GP. I have spoken to many people ie Alzheimer’s, Dementia Uk and The Lewy Body Society and although Keith was diagnosed by you with Alzheimer’s, after speaking to these organisations he has many of the symptoms of someone suffering with Lewy Body. I am at a loss to know whether Keith should be re-assessed and would be most grateful for your comments.

Thankyou

Dear Patricia

The Memory Service you attended has been made aware of the issue you raised.

They will want to see you to discuss and advise on the issues you have raised. They will contact you tomorrow (20 Feb) about this. They will also offer an appointment if it is needed.

Best wishes

Munya Mangundu
Operational Manager

Hello

I am female over 35 and can only visit the clinic after 6pm Monday to Friday or any time on a Saturday due to work commitments. According to your opening times there is no walk in for my needs? How can I get seen? Been trying for a while.

Thank you

Thank you for your comment. Our service offers same-day bookable appointments on Monday's between 4:30pm and 7:00pm - to book please call 020 8301 8955 from 09:45am on the same day you wish to book the appointment.

We also offer bookable Long Acting Reversible Contraception and injection appointments at differing times - you can see our timetable on this page
http://oxleas.nhs.uk/services/service/contraception-and-sexual-healt/

Kind regards

Angie Miller
Service Manager for Adult Community Services (Greenwich)

THE worst service. Been waiting 140 days on counselling wait list. Been told I refused services I was never made aware of twice... Constantly being told, oh so and so isn't in so I cant help and they will have to call you tomorrow only to never be called back. Misprints of my name, address and email so I wasn't sent the right correspondence. Initial assessment I was cut off and didn't receive a treatment plan without calling to chase myself. I asked for f2f and was given online guided self help. I never speak to the same person twice and when they look up my notes my case worker has always gone home. Every single time. Was offered counselling today out of the blue for 3 days time and was told I would be out of the service if I couldn't agree to 9 sessions there and there for the same time each week; during work hours. Latest appointment was 3.30pm so if you have to work or are a teacher don't bother asking for late appointments because you may be told you "aren't the only person waiting for later appointments and I can't tell you how long you'll be waiting for one".

Why has this mental health service only resulted in more stress and waiting? Awful.

Thank you for your email and we are sorry to hear your experience has not been positive. The clinical lead of the service, Stavros Markatselis, will be happy to have a discussion with you and try to address any of your concerns.

Please email him directly on s.markatselis@nhs.net and provide your phone number and contact details so he can make contact with you.

Thank you again for your feedback.

Kind regards

Sophia Ploumaki
Associate Director

I want to get my coil replaced
Can I come walk in , I am in sidcup
How can I contact the clinic
Thanks

Thank you for your enquiry.

Our Bexley clinic at the Albion Surgery in Bexleyheath offers coil removal, but not fitting.

We can replace your coil at any walk-in clinic at Market Street, Woolwich (SE18 6QR), or we have bookable appointments specifically for coils.

Our number is 020 8301 8920 and all our walk-in and bookable appointments are listed on the Oxleas website:

http://oxleas.nhs.uk/services/service/contraception-and-sexual-healt/