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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.

Please note, the website comments section is not a crisis service, and is not monitored out-of-hours.

Comments are moderated and it may take more than 48 hours for a response to be posted. If you need help in a crisis, please visit

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


Hello I want to explain my health and help me to get a wheelchair for me I can not walk I want Arabic language translator during a call if allowed thank you

Dear Diaa

Thank you for your message. We will contact you directly to discuss your needs.

Best wishes

Keith Soper
Service Director

My brother has been a client of Somerset Villa on a regular basis over several years. Somerset Villa is a very well run unit and I would like to express my appreciation of the excellent care my brother receives there. Many of the staff have been at Somerset Villa for many years or previously within the Oxleas service. They are a dedicated team, who provide a constant, caring background for the clients and treat each client as an individual. The clients are encouraged to participate in many activities and also given one to one attention..

The environment is clean, bright and friendly and the food is good and freshly prepared with a varied weekly menu. The staff team are easy to contact and keep me advised of ward rounds; CPA meetings and any other issues concerning my brother's mental and physical health. My brother has been a client of many establishments over the past 30 years and I couldn't wish for him to be in a better environment. It is a great comfort to know that he is receiving excellent care in a safe, caring environment.

Dear Pat

Thank you so much for taking the time to comment on the great care your brother has had from Somerset Villa.

I will pass your kind words on to the team: I know it will mean so much for them to hear this. They work hard every single day, and it is feedback like this that makes all our jobs feel worthwhile.

Kind regards

Dr Derek Tracy
Associate Clinical Director

why is everyone so keen to discharge as soon as a patient feels stable, has anyone not thought they are stable cos the htt are doing their job right and the patient feels safe and secure knowing they have a good support in place, t stay with the people who are helping me who i know and trust means i have to be self harming or taking overdoses just so i can feel safe, then they want t discharge me to people i dont know will not work unless they give me my old cpn then they should not discharge me, if they send me to people i dont know i wont talk i wont ask for the help i need and your putting my mental health at risk, dont be so quick to rush to discharge people, people who are doing well know when its time to be discharged and will do so when they feel safe, i think its sad when people have to actually harm themselfs or others to get the help they need. if i am ok its cos your people are doing their job right, if your discharge me to soon i will only be back quicker. stop rush discharges

Dear Leanne

Thank you for taking the time to comment.

As a Home Treatment Team Consultant in a different part of the Trust, I recognise the challenge you describe: on the one hand, I found it heartening to hear that the team were helping your mental health through their work; on the other, clearly it can be a really difficult period when getting discharged by them.

Ordinarily, we try to work hard around this 'transition point' to make it as smooth as we can, including discussing the rationale for our actions.

I will ask the Greenwich HTT to contact you to discuss the specifics of what happened with you in more detail; I hope this will be helpful to you.

Kind regards

Dr Derek Tracy
Associate Clinical Director

I feel really sorry for having missed the health visitor today. I was at home but unfortunately I could not hear her call at the door.

Could you please call me back to book another appointment as I don't have any telefone number on your card.

Best wishes

Dear Kelly

Thank you for getting in touch, and just to confirm that we have now arranged an alternative appointment with you.

Our health visitors would normally leave a contact number and will make sure this is a priority if the same circumstance occurs again.

We will be discussing calling cards at our health visiting meeting next week.

Kind regards

Caroline Latham-Parker
Operational Lead Nurse
Universal Services for Children and Young People

I was having therapy at Memorial Hospital.

I called to cancel 1 or 2 appointments and then received a letter along the lines of "it is apparent that you no longer wish to have therapy"; the only thing that was apparent was the disgraceful tone of the letter, as well as the fact the therapist's colleague OBVIOUSLY didn't pass on the message.

It would've been professional, as well as caring to at least call me to find out how I am before cancelling my therapy sessions; anything could've happened to me.

Holding down a full time job whilst struggling with mental health difficulties means that at times, you will have to cancel your therapy sessions due to unforeseen circumstances.

Disgusted with the poor service from Oxleas. It took a lot for me to acknowledge I needed help, in the first place... I will NEVER seek help again.

Thank you for posting a comment to let us know your concerns; I'm sorry to hear how disappointed you are with our care. I would be more than happy to hear more detail on this, and to see if we could find a better resolution for you. If you would like, you could call or email me, and if necessary we could arrange a meeting. I can be called on 01689 880000 - though I'm often moving between sites - or you can email me on
Dr Derek Tracy,
Associate Clinical Director

Queen Elizabeth hospital is a very good hospital nothing wrong with the service there,may it be like for many years to come

Thank you for taking the time to let us know this, it's great to hear, and will be very much appreciated by all staff. I will pass this on to them.
Dr Derek Tracy, Associate Clinical Director

Your Community Nursing Sister visited me unexpectedly this afternoon, but was the best news I got this year. My urinary catheter needed changing, so Sister managed everything professionally but also with an eye to all the pain involved. Thank you very much.

Dear Damien

Thank you for your kind comments, regarding the nursing care you received by the Woolwich Team District Nurses.

I am delighted to hear that the team Sister was able to provide you with an holistic assessment including addressing your pain and discomfort.

I have forwarded your comments to the Team leader to share with the Team Sister, nurses really appreciate hearing positive feedback.

Thank you

Connie Greig
Head of District Nursing

Used Service for first time today, nice friendly staff who obviously work under great pressure. Another client asked for a complaints form which was met with politeness and professionalism only to be met with foul abusive language, why is it that people who try to help you have to put up with such appalling behaviour

Dear Simon

Thank you for your supportive comments and recognition of the challenges that we face.

The team at The Source strive to maintain a professional service at all times and we are pleased that you had a positive experience.

Best wishes

Bridget Lawrence

I've been under the mental health since 2013 my last admission was last year since then I've only ever seen a psychologist on three accasions I've been diagnosed with personality disorder mental health problems don't dissappear for some time now I've been wanting to end my life as i feel I've let lots of people down aswell as myself thinking of ways to end my life is very difficult if there was a drug you could take just to put to sleep i would more than willing take it i need help now not next week or next month before I finish there's something everyone should no I've seen so many people milk the system and even heard it from the horses mouth that's why there's never any rooms I've watched patients use it as a place to get there nut down also some of your staff are disgraceful how the hell did they ever get a job in mental health I'll never no

Dear Paul

Thank you for your messages, and I apologise for the delayed response.

I will arrange for a member of staff to contact you this morning to discuss.

Kind regards

Dr Derek Tracy
Associate Clinical Director

The service was absolutely brilliant, was really busy but the guy on reception kept me updated on everything, he was really kind and helpful as well as the nurse that treated me.

Dear Lena

Thank you so much for your positive feedback regarding our lovely CASH receptionist and nurse. It is much appreciated.

Best wishes

Fiona Dickson
Head of Service (CASH)

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