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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:​


I just wanted to let you know how pleased I was with the service I got on my first visit to your clinic on Friday 5th June. I had been the previous week to have a routine cervical smear at my doctors but the nurse couldn't actually perform the test properly and she referred me to your clinic. I saw a lovely nurse called Diana who was so pleasant and reassured me that everything would be fine this time. She performed the procedure in a professional and kind manner and I felt very little discomfort, unlike my previous experience at my doctors. I just wanted to say a big thank you to Diana and the team and will definitely be returning to you for my next smear test!

Dear Jacquie

Thank you so much for this wonderful feedback. This compliment is so timely as week beginning 15 June 2015 is National Cervical Screening Awareness Week.

We would love to encourage any woman who finds it difficult to have her cervical cytology (smear) test undertaken to come to one of our walk in clinics - no appointment necessary.

Please email if you have any queries.


I received telephone counselling some years back and it was okay. However, when I was discharged I didn't receive and report.

Is it possible to see what is in my file? I would appreciate if I could be able to get my file.

Thank you in advance.

Dear Henry

Many thanks for contacting us. It's certainly our usual practice to send individuals copies of any reports we write, particularly at the end of care. I will ask the team involved to do so, or to discuss with you if there are any difficulties with that.

Everyone is entitled to access their entire health records (though there are occasional restrictions in some specific circumstances); it is a more formal process that involves writing to us.

Might I suggest that in the first instance we aim to get you any reports, and after that you could decide if you wanted to go the more formal route of full record release?

Best wishes

Dr Derek Tracy
Associate Clinical Director

Can not thank the team enough, been attempting to access CBT since 2011 in different areas of London. In the few months since contacting the team here they have worked tirelessly to find a therapist that suits me and I start my first course next month. Feel so positive for the first time in years x

Dear Rachel

Thank you for taking the time to leave feedback, and I'm delighted your experience has been so positive.

I will let the team know what you've said, I know they will be so pleased to hear this.

Dr Derek Tracy
Associate Clinical Director

I was a patient on Shrewsbury ward and found many of the staff to be extremely rude and uncaring.The night staff in particular are very aggressive and are more suited to a prison than a hospital dealing with vulnerable people.They didn't show any compassion whatsoever and stayed in the office on the computers all night or fell asleep , often locking the door ignoring people waiting at the door until they gave up and getting very annoyed with patients who didn't give up when they needed something and waited patiently . The ward manager ( a bully in my opinion) seemed to be on a power trip and liked to throw his weight around and looked for any excuse to manhandle people that was often very unnecessary on one occasion he was shouting out what was confidential information about their mental health issues in a belittling manner so as to mock a patient in front of other patients and staff that they shouldn't be believed when complaining about his bullying . There were a couple of nice nurses who made the ward a bit more bearable, I felt sorry for those staff as you could sometimes see they didn't feel comfortable with what they're were witnessing but knew they were in a minority.The kitchen staff were very nice and kind and seemed to have more understanding of how to treat people than SOME of the 'nurses' .I have often wondered if i was able to volunteer on a mental health ward having been through the experience and understand how sometimes just someone being kind can make a significant difference .

Dear Lou

Thank you for letting us know your concerns, which I take seriously.

In Oxleas we have high expectations about the care all of our staff provide. Given the nature of what you have said I have escalated this matter to the Modern Matron of the hospital, who is a very senior and experienced clinician.

We will be in contact with you directly very shortly to hear more detail about this.


Dr Derek Tracy
Associate Clinical Director

My wife spent 5 weeks in hospital 2 of which was in Critical Care. After which she was moved in to a trauma ward. Part of her treatment was to have a large skin graph to her leg. This was to be dressed every third day by a district nurse. The first week everything went well then after that the service became a complete joke.
When the nurse was due to come they never did. So we rang their contact number where after the same information was asked over and over again we were told every time that someone would ring, this of course never happened during the day. Once we rung after 6 o`clock and then someone did return our call, and we were told that "the twilight team never changed dressing" . which begs the question what do they do?.
At the time of this moan we have made four calls over the last 26 hours and have been told each time " someone will call you back".
We are still waiting.

Dear Stephen

I understand that Connie Greig, Head of Integrated Community Teams, has recently spoken with both yourself and your wife and confirmed that she would visit your wife today. A visit had also taken place yesterday and so it was agreed that your wife's Monday appointment would be brought forward to Sunday this week.

If you have any further queries, please do call Connie on 020 8319 7103.


Keith Soper
Service Director

Absolutely disgusted with the aftercare or lack there I've received since coming out of hospital a week and a half ago. Supposed to have a nurse daily to clean a wound and change the dressing but one has only showed up three times in that space of time. Fed up of keeping ringing up and being told "well, they can show up anytime up until half five" and nobody shows up anyway. No point of me ringing up after half five cause nobody will be available to come out so it means I'll have to wait until the next day in which case I'll jus be going through the same rubbish again.

Dear Gary

I understand that you were visited by Community Staff Nurse, Alisa Archer-Portillo yesterday and reviewed. The original referral received from the hospital had identified you required support with Stoma care, however, your re-assessment highlighted you have an abdominal abscess that needs to be dressed daily and you will now receive the required daily visits.

If you have any concerns please do contact Connie Greig, Head of Integrated Community Teams, on 020 8319 7140.

Kind regards

Keith Soper
Service Director

The treatment of relatives calling in is nothing short of despicable. I have been shouted at, hung up on and reduced to tears by your so - called 'nurses'. The 'gentleman' (who's name I have) is rude, arrogant and insensitive to the relatives of patients so god only knows what 'service' the patients receive. Disgusting.

Dear Rachel

Thank you for providing feedback; I'm sorry to hear of so negative an experience, and we expect high standards of all Oxleas staff when it comes to their professionalism and attitudes.

I take your concerns seriously, and will ask Oxleas House's Modern Matron to contact you separately via the email address you have provided to try determine what has happened and how we can help.

Kind regards

Dr Derek Tracy
Associate Clinical Director

My GP referred my daughter urgently - I called CAMHS to make sure the letter had arrived. I was told I would have to wait until it was discussed in a referral meeting - 4 day wait. I then waited another 4 days and still have not heard anything. Meanwhile the school nurse also wrote a supporting letter as my daughter was getting worse, only to be told that nothing had been done about it and no decision had been made. Meanwhile my daughter is suffering everyday and so are we. Where is the help we need? Is this how an urgent referral is treated?

Dear Dawn

We are very sorry to hear that you do not feel you are getting help for your daughter.

We would like to be able to talk with you so that your daughter is able to get the help she needs.

Please could you contact Dorothy Pilling to discuss on 020 3260 5200.

Thank you I spoke to Dorothy following my comments. She has now discussed my daughter's referral with me and the next steps that will be taken. Very understanding and explanatory. Feel very supported now.

Thank you

Oxleas Mental Health service is in my opinion horrific. Quite frankly my experience as a Greenwich service user has totally destroyed my life.
I can't believe that in the 21st Century staff are allowed to get away with treating vulnerable people the way I was treated.
What happened to whistleblowing? Surely someone on the inside cares enough to expose the cruel and inhumane treatment that is handed out in the name of "care"
My genuine complaints were not taken seriously and I can't move on until I am believed.

Dear Chris

I am very sorry to hear how you are feeling about our services; I take all such concerns very seriously. I have asked the team manager to contact you to discuss this to see if we can resolve the issues you have had.

If this isn't successful, I will be happy for either our Patient Advice and Liaison Service (PALS) to help you (Freephone: 0800 9177159), or to have this matter escalated to me.

Dr Derek Tracy
Associate Clinical Director

Have had an excellent service from podiatry. Not only did they recognise the problem with my foot immediately - they got me further help very quickly involving a stay in hospital. When I was discharged, the person I rang to arrange an appointment could not have kinder and more efficient in finding someone to see me quickly? This involved talking to a podiatrist and phoning me back as promised. Since then I have had continuing good treatment from the Community Podiatry Team at Vanbrugh Health Centre.

Thank you very much.

Thank you Karen for taking the time to share your lovely comments about the podiatry team.

Our podiatry clinicians and their administrative support within the Central Access Team are caring and committed to do all they can to support the health and wellbeing of their patients.

It is great to be able to share your feedback with them, I know they will be delighted and will continue to ensure a positive experience for all their service users.

Thank you once again for taking the time to leave your message.

Kind regards

Liz Penn
Service Manager for Long Term Conditions

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