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Care Opinion

Communication is poor - hasn't been seen for almost a year

Posted By s.neave

"Communication is poor - hasn't been seen for almost a year"

About: Avenue House / Recovery Team (East)

(as a carer),

My ex partner has suffered severely with his mental health for some time now. He was receiving excellent care from his previous psychiatrist Dr Bench.

Since Dr Bench has left the service I feel the care my ex partner receives is horrendous. Appointments are made without informing us, communication is poor, in my opinion his new psychiatrist had not even read his notes before his first consultation with him. This is the only appointment we had, my ex partner was seeing Dr Bench every 6 weeks and now he hasn't been seen for almost a year.

I have requested letters to be sent out to confirm appointments and these are a distant memory now.

In my opinion the service is a disgrace. When I rang I felt I was met with hostility from the receptionist, in my view, she hung up on me and I had to call back to be told they don't have any appointments and to just wait. 

I feel they are failing the most vulnerable and they should be shut down.

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Responses

Response from Paul Gibbs, Patient Experience Lead, West London NHS Trust nearly 2 years ago
Paul Gibbs
Patient Experience Lead,
West London NHS Trust

Submitted on 25/05/2022 at 18:16
Published on Care Opinion at 18:16

Dear s.neave

Thank you for your comments and we are very sorry to learn that you are unhappy with both the care and the service your ex partner receives from our recovery team.

In the circumstances, we would like to liaise with you about the points you raised and would be grateful for you can get in touch with our PALS team. They can be contacted weekdays by either calling: 0800 064 3330 or emailing pals@westlondon.nhs.uk

Please accept our apologies for the disappointment caused and we look forward to hearing from you.

Kind regards

Paul Gibbs

Patient Experience Lead

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by s.neave (a carer)

Dear Paul,

I have already made a complaint via the mental health service and awaiting a response at the beginning of June. I will be expecting a detailed response with the reasons why the service, in my opinion, is severely failing to provide a service which is beneficial and accessible to those who need it.

Regards

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