"They don't tell us what is really going on"

About: Nottinghamshire Healthcare NHS Foundation Trust / Adult mental health (inpatient)

(as a staff member posting for a patient/service user),

Today, we visited service users at The Willows to gather feedback about the services & facilities they receive on the ward.

This is the feedback we received:

"I feel staff lie to patients or hide some of the truth. They don't tell us what is really going on"

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Responses

Response from Amy Gaskin-Williams, Service User and Carer Involvement and Experience Manager, Involvement Team, Nottinghamshire Healthcare NHS Trust

picture of Amy Gaskin-Williams

Thanks for helping to gather feedback from service user at The Willows at the Highbury Listening event.

All comments gathered at the event are being shared with the senior management team who oversee Highbury services, and I'm sure they or a responsible manager will respond in more detail shortly.

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Response from John Maguire, Ward Manager, The Willows, Nottinghamshire Healthcare Trust We are preparing to make a change

Thank you for your feedback,it is regretable your experience has left you believing that the staff have not been open and honest in relation to your care,we do strive to base our care and treatment on open honest communication as we feel it is not only a moral obligation but also the most effective way of working. We are working towards implementing processes in which all of our documentation is more accesible and that you can easily input your views alongside If you would like to discuss this further I am more than happy for you to contact me on the Willows unit

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Response from Andrea Worrall, Acute Manager City & South, Adult Mental Health, Nottinghamshire Healthcare NHS Trust

I am sorry that your experience on the Willows has left you believing that the staff have not been open and honest in relation to your care. We strive to be open and honest in our communication as a service to ensure quality care.

We work with a recovery focussed ethos and endeavour to ensure delivery of that ethos. Wards are working hard to ensure that our ways of working are effective and patient focussed. MDT provide an opportunity for open communication between all parties including the patient where concerns can be raised and discussed in a formal manner. I am happy to discuss this further if you wish, you can contact me at Highbury Hospital.

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