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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.

365 Comments

Hi, I called your number and 35 minutes later I am still waiting for someone to answer - all I keep getting is 'your call is important to us' - really - perhaps you should re-organise your telephone answering system to ensure a better service. Your comments would be appreciated.

Dear Laura

We are sorry to hear that you waited for a considerable time to have your call answered by the Podiatry Access Team.

The team have recently had a phone number change and all calls are now forwarded onto the Central Access Team on 020 8836 8622.

I will ensure your comments are taken back to the team and duly discussed to prevent this occurrence again.

Kind regards

Karen Rodwell
Head of Integrated Community Teams

I have been treated for some time under the recovery team. I have an excellent team. Vanessa my care coordinator. Dr Malekzi my psychiatrist. Dr Paul Wilson my psychologist and Katherine my work adviser. It has been a long and complicated journey one marked with many hurdles and stumbling blocks. They have been there every step of the way. Travelling the journey along side me guiding and encouraging me. Going out of their way to ensure I get seen at a time I was physically not able to attend meetings. Not quick to offer a professional judgement but taking their time to really hear and understand me.

Dear Roberta

Many thanks for the positive feedback - it is very heartening and encouraging to hear both the effect this has had on your well-being, and for the recognition of the clinicians involved.

We shall ensure your kind and thoughtful words are appropriately passed on to them.

Kind regards

The Communications Team

I had excellent service from the Health Centre in 2013 and now I am happy to find the experience is being repeated in 2014.
Please keep up the good work.

Dear Joe

Thank you for sharing your experiences with us and for the assurances that excellent care is being maintained. It was very kind of you to feedback and the team really appreciate you taking the time to do this.

Kind regards

Jane Wells
Service Director
Adult Community Services

This time last year I couldn't fault the treatment my father received at the Ross unit.
Unfortunately this was not the case this time, he was put into a room where only one of the three lights was working and this took 3 days to be put right. One of the windows in his room was broken and blew open every time It was windy making his room extremely cold. When I reported this for the second time and asked if he could be moved I was told that there wasn't another room and it was only when I stated that the room was not fit for purpose that another room was found and he was moved. For the first 4 weeks the physiotherapy was minimal and it has only been in the last 2 weeks when the lead physio has taken over that there has been noticeable improvement.
It has taken the nursing staff almost 10 days from being notified to change his cather and on more than on occasion he has not been given a shave every day.

Dear Lorraine

Thank you for your comments. As Royal Borough of Greenwich are responsible for the care provision in the Ross Unit, we have contacted them to share your comments.

Sue McManus, contracts manager, would be very grateful if you could contact her on 020 8921 3204 in order that she can obtain some more information and investigate further.

Liz Penn, service manager, will follow up your comments regarding physiotherapy and the delay in changing your father's catheter.

Kind regards

Jane Wells
Service Director

Well what can I say so unreliable espically when the help and support is needed the most. I have been finding it difficult to make an appointment arranged due to work and because of this My care coordinator has lost contact with me and have not heard about an appointment since. the day I'm able to make an appointment, the person I see is on leave. Typical. Espically when the help and support is needed the most. Not happy with the service

Hi Taylor

I'm the team manager of Greenwich CAMHS.

I have seen the message you left on the Oxleas web site and am contacting you to find out when it would be convenient to give you a call.

I did try calling you at about 6:15pm on Wednesday but got no response.

Would you let me know when you are available to speak today (Thursday) so I can give you a call and work out how best to sort out the difficulties you are experiencing.

Thanks

Mark
0203 260 5277

Mark.Perry@oxleas.nhs.uk

really let me down got an appointment for assessment no one turned
got second appointment and was turned away
I really thought this CBT would help me deal with depression
am left feeling let down and disappointed again
it makes me wonder if you understand the nature of mental illness
time to talk? not for me

Dear Keith

I am very sorry that you feel that your experience of GTTT was not as good as you had hoped. I would be happy to investigate this and if you would like me to do so, please contact the service directly. The telephone number is 020 3260 1100.

Yours

Katy Grazebrook
Clinical Lead

I just wish to say that having the Bexley District Nursing Team's help with providing palliative care for my late husband was invaluable to me. I was trying to go it alone but it did become too difficult for me to manage when my husband could no longer get in and out of bed. The Team were professional, efficient and kind and considerate throughout the last period of my husband's illness after he left the Greenwich & Bexley Community Hospice to return home. It was also comforting to know that there was someone I could call on day or night when necessary, so thank you all.

Dear Mercia

Thank you for taking the time to provide your comments. I will make sure that your kind words are passed on to the Bexley District Nursing team.

Please accept condolences from myself and the District Nurses on your sad loss.

Liz Penn
Service Manager - Long Term Conditions

I am disgusted that today no one has been in to give my elderley mum her morning insulin injection. This is the 2nd time as last wednesday they turned up at 3 o clock which is no good when she has the 2nd dose at 5.30. District nurse comes in every weekday morning to give the insulin aroung 9 o clock ish. It is not good enough when it is something so important that a diabetic has there insulin on time.

Dear Karen

We are sorry your mother had not been visited on the 25th. Your feedback is very important in helping us improve our services.

It would therefore be very helpful to know some further details so that I can undertake an investigation.

Will you kindly contact me on 020 8319 7154?

Kind regards

Liz Penn
Service Manager, Long Term Conditions.

I have just spent over 20 mins on hold trying to get through to the single access team. When the phone was answered there was no apology, I said I was just about to hang up as i'd been waiting 20 mins and the person on the other end of the phone said to me that some people had been waiting 40 mins (as if that was supposed to make me feel better!). I asked how many operators they had there and she told me only two but there was supposed to be seven! Not to mention, I found her very rude and after she'd tried to deal with my query she practically put the phone down on me. I was ringing to chase a referrel for a chair for my mother which was faxed to the single access team at the end of October from the community assessment rehab team. However, the operator told me that there was nothing on the system, even though the Comm assessment rehab team told me that they had checked the referral had been received by the district nurses and it had. Considering the original referral was made by my mum's doctor 0n 26 September for her to have a special chair and I'm still being passed from pillar to post I find this very frustrating. Not to mention the costs of all the phonecalls. I think if your operators were not so stressed at having to do the job of what should be seven people they would be more empathetic and curteous to the public - something which I assume they are trained to be?

Dear Jan

Thank you for your comments, we will investigate this matter further with the issues with the SPA team phone service and respond to you as soon as is possible.

Kind regards

Beverley Williams
Adult Community Services

Dear Jan

Thank you for your feedback and our conversation today.

I will be taking back your comments to the member of the Single Point of access team as per our conversation today. I will contact you tomorrow, as promised, to update you.

Thank you for taking the time to bring this matter to our attention.

Kind regards

Karen Rodwell
Head of Integrated Community Teams:

we have now been trying for 3 days to speak to district nurses department still no response after hours trying and being on hold waiting for the single point of access team to answer then being told that they have sent messages but no reply from district nurse team

Dear Colin (Pamela's husband)

Thank you for your feedback and our conversation today.

I have taken back your comments to the single point of Access to ensure they make every effort to answer the calls within a set time.

As per our discussion today your District Nursing team has contacted you and made an appointment with your wife as per your request.

I would also like to thank you for your kind words about the District Nursing team and I will ensure I relay them to the team.

Thank you for taking the time to bring this matter to our attention.

Kind regards

Karen Rodwell
Head of Integrated Community Teams

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