"Difficulty getting a call after work"

About: Inclusion Matters Sefton

(as the patient),

I am writing to complain regarding the lack of service I have received.

I have been waiting for a telephone assessment since November, when I first rang I informed the administrator that I worked during the day and could only undertake a telephone assessment after 5:30pm. The administrator told me I would be called back once she had spoken to one of the Counsellors, two days later I had to ring back myself to ask for an update.

I was then informed an appointment for a telephone assessment would take place at a later date at 5:45pm.

After getting in from work I found I telephone message on my answer phone to say that someone had called and I was not available I should call and make another appointment, this call was made at 5:20pm.

I rang your office and left a message explaining the above and I asked for someone to ring me back, I am still waiting.

I really need to speak to someone and I feel very let down at the lack of response from your service.

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Responses

Response from Elizabeth Forrest, CBT Therapist, Inclusion Matters

Dear ‘Harriet28’,

I am very sorry to hear that you have had difficulties getting a telephone assessment.

This is very unusual for us – statistics for December 2013 show that the average waiting time for initial telephone assessment from receipt of referral from your GP is 11 days. Please follow this link for more details: http://inclusion-matters-sefton.org.uk/professional-area/waiting-times/.

Clearly on this occasion something has gone wrong with our system and for this I apologise. I would like to discuss this further with you and find a way for us to resolve this problem.

As this post is anonymous I am unable to contact you so please could you telephone me directly on 07808795028.

Yours,

Elizabeth Lovell

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