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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

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I had a great experience with Greenwich time to talk in the past with a therapist called Sophie. She was very professional and she have me some very important tools to make my life much better after suffering from bulimia and depression.

After over a year, I feel that I need therapy again to keep improving my life as I still suffer from depression. After being on the waiting list, I received a call and they offered me an appointment. As I do shift work, I was told that if the date did not suit me I could call to reschedule it. When I received my rota I called to reschedule it and I promptly received a call back. The therapist told me that as I could not commit to 10 days of therapy at the same time and day every week, they will not be able to help me and I should look for private therapy. She talked to me in a manner that reduced me to tears and made me feel very upset. She called me back after talking to her manager and told me that she would not be able to be my therapist anyway because her appointments were fully booked and that I would be back on the waiting list. I would like to express how upset I felt after these calls. I was treated so well in the past and benefited so much from this service.

Dear Alba

I am sorry to hear about this. In mental health services we are aware of the importance of the relationship we have with those who use our services, and we should always endeavour to be courteous, friendly, and helpful; not least as those seeking assistance are usually going through times of difficulty.

I am pleased that your first experience was good - I have a high regard for that particular service - and I will try determine what occurred in these phone call conversations.

I will ask for a manager or senior clinician in the service to make contact shortly about this.

Kind regards

Dr Derek Tracy
Associate Clinical Director

Very poor service. My partner was diagnosed with a personality disorder (an amateur can tell they have BPD) and you've ignored that diagnosis saying they don't have it, given them CBT (the cheaper option) which they've already tried and now, despite them being worse, have sent them away. Irresponsible.

Dear James

I'm sorry to hear how disappointed you are with our services. Diagnosis can be a challenging and inexact science in mental health more generally, and certainly in terms of what we call 'personality disorders'.

There are various treatments we can offer, from psychological, to social, to medical; the mix will depend on the person and their unique mix of difficulties. I will ask the team involved to contact you to discuss this in more detail.

Kind regards

Dr Derek Tracy
Associate Clinical Director

I recently had to attend the source in Greenwich for every other day injections, because my surgery had no nurses to administer these..... It was over the Easter Hols,.. The Nurse at the source, who I believe was called Bridget... was so helpful and lovely and even administered an injection when she was suppose to have left for the day.... What a fantastic service and staff.. Thankyou all at the source

Thank you for taking the time to comment on the website and for your kind remarks.

As a team we are proud to serve the local community. I have shared your comments with the team,who are pleased to be appreciated.

Best wishes

The Source

I have been trying to put in a complaint about Adult Mental Health services since Sept 2015 but no one ever gets back to me! The reorganisation is a disaster. I have not been seen every 3 months acc. to my Care Plan since Sept 2015. I have only been seen by Home Treatment Team in Dec when I attempted suicide and nothing since then! I had another suicidal crisis 2 weeks ago and only the police have been to see me - no one from Mental Health services as promised to my psychologist! The service is pretty much non existent, despite being told in Sept I'd be seen AT LEAST AS FREQUENTLY as before (every 3 months). This service reorganisation and impossible to access crisis care has made my mental health much worse. I am still trying to access an advocate to complain formally as I have been let down so many times since moving to Greenwich 1.5 years' ago. I was so pleased to have found a really great psychiatrist in June 2015 but all has fallen apart since then, and despite not being discharged (I don't feel the least bit stable and my medications are not stabilised), have received no ongoing care or appts for 9 months. The member of reception staff at Ferryview was rude to me and I have a phobia of using the phone (part of my MH problems) I just do not know how to access services?? I feel myself dipping again and nowhere to turn, no walk-in any more except QEH a&e which has been useless and dehumanising previously. Since Sept 2015 the lack of ongoing MH services has cost a police helicopter and 3 patrol cars (to find me after my suicide attempt), a 3 day hospital stay to stabilise my liver and diabetes, and 2 weeks with Home Treatment Team...and a police welfare visit 2 weeks' ago. How is this latest reorganisation cost effective?! How much did it cost to produce the glossy leaflet telling me that no one will receive less of a service than before? It's a facade of a service. I plucked up the courage to write this as I'm currently suffering a massive hypo due food binge and giving myself too much insulin to try compensate. Yes, my eating disorders have also got worse as a result of feeling totally unsupported within Oxleas Adult Mental Health.

Dear Ingrid

I'm sorry to hear this. There is obviously a lot of detail and important information in what you have put on-line, and rather than try to address each point in an internet response, I think it would be most helpful to discuss these issues with you. This could be by phone, a face-to-face meeting, or email, as is most useful to you.

I will ensure that a senior manager from the local service contacts you shortly about this.

Kind regards

Dr Derek Tracy
Associate Clinical Director

I can honestly say that I have no complaints about any aspect of the treatment,
communication and helpfulness of ALL the staff I had any dealings with, everyone
seemed to go out of their way to help and make sure I understood all aspects of
my treatment. And, have to say, has helped greatly. Working under difficult conditions,
I have nothing but praise for all concerned, Thank you.

Dear Pete,

Thank you very much for taking the time to leave such a positive comment on our website in relation to the service you received from our MSK team. I am pleased to hear the treatment you received has helped you greatly.

The team always appreciate receiving such comments and knowing they make a difference.

Many thanks

Lisa Thompson
Head of Service - Specialist Teams (Adult Community Services)

Terrible terrible disservice in the ward. It was such a waste of time. Rude, uncaring, insensitive staff including all (bar 3, one was however a student nurse), the cook/cleaner who was constantly rude an looked down on the patients. It's funny how mentally "ill people" are treated in a so called hospital. The patients in the ward seemed to be calm quiet people, the staff however were nothing short of uncivilised brutes. One day this will come to light, and when it does I'll give testimony. Sorry if this sounds harsh, but it's simply the truth. Day staff and doctors were great, but the 'nurses' etc (again bar a few) were just terrible people. Was only there a month and knew I had to get the hell out of there. I'm dandy now thanks to decent health services outside being on a ward. But yeah, that's just my experience as far as I'm concerned I'm done with it.

Dear Dave

The service you describe is certainly very much below what I would regard as acceptable in Oxleas. We pride ourselves on good patient experience, and this is clearly not what you feel you have received.

I would like to know more about this, including the individuals involved. I will arrange for the Modern Matron or one of her deputies to contact you very shortly to learn more on this.

Kind regards

Dr Derek Tracy
Associate Clinical Director

I was at the clinic and i was attended to by a nurse called Kate. She was very lovely and knew her onions. She was also very easy to talk to.

The staff at the clinic came across as very professional, from the receptionist to the specialist nurses or doctors.

Dear Vanny

Thank you very much for your comment regarding nurse Kate working within the clinic and regarding the comment about us all being a professional team. It is much appreciated.

Kind regards

Fiona Dickson
Head of Service (CASH)

I apologised straightaway to the woman I spoke to in case I had the wrong number.
No advice given, absolutely rubbish! I need advice for my daughter who won't admit she has a bigger problem.
She is pregnant, has a 2 year old child.
I'm willing to help but no one wants to help!

Dear Daphne

We were concerned to read of your experience when contacting our services. We would expect that any concerned people contacting our crisis services are listened to fully and either linked in with mental health services or sign posted to other relevant services outside of mental health if appropriate.

I want to apologise that the response you received was not in line with the Trust standards. We have advised our Crisis Services of your comments so that all staff are reminded of the standards expected. We want to ensure that you and your daughter have the support you require, therefore if you wish to discuss this further or continue to need assistance from mental health services, you can contact me on Tel: 0208 836 8517 or contact the Primary Care Plus mental health service through your GP.

Yours sincerely
Adrian Dorney
Associate Director

Positive feedback for Gynaecological Doctor Jane Dickson and her nurse who performed a mirena coil removal in Minor Ops at Lakeside Health Clinic. I was very pleased with the professional and caring treatment received for this procedure. Previously, I have experienced great discomfort during this procedure but Dr Dickson was very warm and pleasant and the procedure was completed quickly and within a comfortable setting. The nurse present is to be commended highly too for her helpful and professional attitude. I would certainly like this feedback to be passed on to Dr Dickson, her nurse and the helpful reception staff (Ms Barber) at the Lakeside Health Centre today. Thanks to all.

Dear Jacqueline

Thank you so much for this very kind compliment.

We find our Gynaecology work really rewarding and it is so lovely to know that we are appreciated.

Kind regards

Dr Jane Dickson, Consultant
Charlotte Cushen, Staff Nurse
and the Lakeside reception staff.

My father was at Meadowview for just under 4 weeks up until 5 March, He and our family were very impressed with Meadowview and especially the staff and physiotherapists who were very kind, professional, patient and understanding. He was very pleased with the service and kindness given to him during his stay.

Dear Simon

Thank you so much for taking the time to tell us about your father's recent stay on Meadow View. I am really pleased that he and the family were impressed with the level of care provided by the team.

I have passed on your comments to the staff, who were thrilled to receive them.

Thanks once again.

Keith Soper
Service Director

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