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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.

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


Thank you so much Bridget for all your help and support yesterday. My 5 year old was quite poorly and I was very concerned. You made us both relax and also supported us after our visit. Thank you once again.

Dear Carron

Thank you for your kind words about the service you received when visiting The Source with your child recently. I am glad we were able to reassure you about your child's condition.

The team at The Source were very pleased to receive such positive feedback.

Thanks once again.

Keith Soper
Service Director

My CPN has not turned up to several of my appointments. My cpn never rings back when he says he will. I got the appointment time wrong and was threatened with being discharged.

Dear Alex

Thanks for letting us know the difficulties you've been having. I will contact the team this morning and ask them to get in touch with you as a matter of urgency.

kind regards

Dr Derek Tracy
Associate Clinical Director

I've been waiting for someone to call me with an appointment for 2 weeks. I have chased the SPA team several times who have been emailing the paediatric team but I have not heard back!

Dear Nursev

Please accept our apologies for the delay, I understand the team has now been in contact with yourself and an appointment has been arranged.

Craig Hill
Business Support Officer
Highpoint House

Very unhappy with the district nursing service. I was due a visit for post operative dressing care. At 30 weeks pregnant, I am quite anxious in making sure that my health in my priority. However, despite calling at midday, having waited in since 8am, on the day of my allotted visit, and the staff chasing the nurses to visit me, they still failed to make an appearance, and at 5pm was told the nurses have all gone home! I was then told that I would have to wait for the twilight service, between 6-11pm, but they can't tell me a time as its a slot. I understand how the DN service works, as I have worked in the derive for another trust, and am extremely upset at how I have been treated.
I will be following this up with a complaint about this service, as it has caused a lot of stress at a time in my life when I shouldn't be worrying about anything other than my baby.

I wouldn't recommend this service at all, as it seems patients can easily slip through the cracks, leaving people vulnerable.

Dear Victoria

Thank you for taking the time to contact us, I am very sorry to learn of your experience.

It will be helpful to discuss your concerns further and I can be contacted on 020 8319 7154. I will ensure that your concerns are fully investigated and the outcome is fed back to you.

kind regards

Liz Penn
Head of Long Term Conditions

Absolutely disgusted, my daughter came along today with a gp referral stating she is very suicidal. She was told to go home and wait for a phone call which is poor enough but no phone call, she is now having another episode and there's nobody to help. I expect an explanation

Dear Vicki

I'm sorry to learn of your concerns about how your daughter was dealt with by our staff. I will arrange for a senior member of the team to contact you as soon as possible to discuss this.

kind regards

Dr Derek Tracy
Associate Clinical Director

I went to the clinic for test, I had to wait little bit, but I really liked the service, nurses and reception work! Thank you.

Thank you for your lovely comment Ausra - the service works very hard to try and make the waiting times as short as possible.

We are so pleased you liked the service, both reception and the nurses.

Best wishes

Fiona Dickson
Head of Service

Hi been trying to contact my psychiatrist for over 4 weeks left many messages been told I will get a call back not had a call back for someone that has bipolar that is not on medication I don't think this is fair to be left High and Dry with no help whatsoever there's only so many times I can ring I've now give up trying to get in contact with anyone because it really is pointless don't see why they have them phone numbers does no one actually gets back to you feeling fed up with the whole situation

Dear Paula

Thank you for letting us know your concerns about not being contacted.

I have liaised with the team doctor and manager this morning and you should be contacted today to discuss your concerns.

I hope that this will prove helpful to you.

Kind regards

Dr Derek Tracy
Associate Clinical Director

I was 'supported' by the home treatment team when I faced my third serious episode of depression. May I firstly thank Fiona for her excellent understanding ability to empathise with my dire situation and her care; unfortunately I only saw her twice and spoke to her on the phone twice. I am sorry to tell you how let down I feel by other 'health care professionals' who came into my home and did not have compassion or much understanding of my depression. I would welcome the opportunity to discuss my experiences with anyone who has the agency to improve this 'service' because I do not want anyone else to go through what I did when I needed help so much.

Dear Denise

Thank you for taking the time to contact us, and I'm very sorry to learn of your experience. I will contact you shortly outside of this online response to learn more about your experience and how we can learn from this and better assist you.

Kind regards

Dr Derek Tracy
Associate Clinical Director

Awful Service.

I have sent two emails to the central access team that have gone answered.

I emailed the Central Access Team with my concerns regarding care to my mother on 29th November 2015. After a month and no response, apart from an email acknowledging receipt of my email which stated my email would be passed on to the nursing team, I emailed again on 31st December 2015. Again I received an email acknowledging receipt of my email and was informed that my email had been passed on to the "Lead for the District Nursing Forum". 9 weeks later - still nothing.

Oxleas state on Website that their objectives for 2015/16 are to not only 'enhance quality: ensure excellence for every patient' but Oxleas stated 'Four must do priorities':
1) Increase support for families and cares
2) Providing better Information for our service users and cares
3) Enhancing care planning
4) Improving the way we relate both to our service users and cares by treating them with dignity and respect.

The concerns I have for my mother's 'care', voiced in my last two emails, are, in many regards minor in comparison to some. However I am extremely concerned and disgusted that no one has bothered to address my concerns. Despite the fancy empty objectives set out on their website, Oxleas have not supported, provided better Information on the service, enhanced the care planning or improved the way they relate to service users and Carers. The District Nurse team have not had the respect to address my corners.

Dear Callie

Thank you for raising your concerns about the care provided to your mother. I am sorry you have had difficulty contacting the District Nurses.

It might be helpful to discuss your concerns further, please could you contact me directly on 020 8319 7118?

Kind regards

Kate Williams
ACS Complaints Liaison & Interim Manager for CAT

I've been treated by the HTT in 2010 and have known people under their care through the years. They are a disgrace. Staff are rude, impatient, and seem to be there for the pay checks. They lack the knowledge and empathy needed to help people who are in a crisis. I am sure they would not treat the patients the way they do if they had an affiliation with them i.e. relatives. There were one or two support workers that were good at their jobs (young asian boy and a caucasian girl), but the rest were hopeless. I write this message, hoping to get heard so that things improve, and that current and future patients get the treatment they need and deserve.

Dear Steve

I'm terribly sorry to hear that your care has felt this way, it's certainly not our expectation of how we treat people.

I will contact you outside of this on-line response to learn more about this, and see what we can learn from and improve upon.

Kind regards

Dr Derek Tracy
Associate Clinical Director

Dear Steve

Unfortunately we had problems getting in touch with you by the email address that you had provided.

Could you please contact Derek Tracy directly, either by email (, or you can call him on 020 8836 8555, as he would like to discuss this matter with you further.

Kind regards

The Communications Team

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