"Wonderful support from PALS Becklin Centre"

About: Leeds and York Partnership NHS Foundation Trust

(as the patient),

I just wanted to post here to say thanks to Susanne at PALS Becklin Centre Leeds. Despite being understaffed at PALS Susanne has given me such tremendous support this year including when I made a formal complaint to try to get an improvement in my care.

I was not treated fairly by the Trust, my care was badly affected by making the complaint and for weeks I had no therapeutic meetings with staff from the CMHT despite being under hellish life stresses and I felt so afraid as I was often very suicidal but did not have the support I needed.

Susanne was just amazing and every time things went wrong she helped me and devoted so much time to helping me.

A senior manager helped me get new workers who seem very professional and caring and I am very grateful for that but I even have a letter in my clinical notes which mentions the fact I made a complaint, so even after getting new workers I was caused a great deal of stress receiving that letter when I was very vulnerable and finding out it had been put in my clinical notes.

I just can't thank Susanne enough every stage of the complaints process was extremely stressful but she was there helping me every step of the way.

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Responses

Response from Leeds and York NHS Partnership NHS Foundation Trust

Dear Miss A,

Thank you for your very kind comments about Susanne in the Patient Advice & Liaison Service. PALS fulfills an important role within the Trust and I’m really pleased that Susanne was able to help you.

It does sound like a very complex case but I’m glad that things seem to have been resolved. I will of course pass on your feedback to Susanne and her manager, and hope that things continue to improve for you.

Yours sincerely,

Christine Woodward

Head of Risk Management

Update posted by Miss A (the patient)

Dear Ms Woodward,

Thank you for your response.

The issues regarding my care have been resolved and I am and extremely grateful for that. It is due to Susanne's wonderful support that is the case and I managed to get through the extremely stressful process when the Trust claims to deal with complaints sensitively, confidentially and states making a complaint will not have a negative effect on your care. In reality I was put through hellish stress at almost every stage.

I wont comment about the complaint further on this response as I wanted the focus to be on the exceptional support I received from Susanne except to say Leeds Independent Health Complaints Advocacy are still involved and I have requested that the letter mentioning the complaint is removed from my clinical notes. I did write a further post on Patient Opinion about the complaint but see it has not yet been published.

I am glad you are able to pass on my positive feedback to Susanne's manager she has been an absolute star and got me through an extremely difficult time in my life for which I am extremely grateful.

Your sincerely,

Miss A

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