"Unsupported by staff at Foundation House, Taunton"

About: Somerset Partnership NHS Foundation Trust / Adult community mental health South Western Ambulance Service NHS Foundation Trust / Emergency ambulance

(as a service user),

As a family, we feel totally disappointed in the Mental Health System within Foundation House, Taunton. Having been excluded from services, due to being too ill and left without any support in place, I was told to use A&E/call police or Ambulance if I wanted to self harm when feeling unwell.

The only bonus is the fact that they have said that they can actually make the situation worse, so admitting failure has to be a good thing, which usually doesn't happen.

Now every time I feel unwell I have to use emergency services, who have been excellent in every way, and they are available 24/7, they are not verbally abusive and they have loads of compassion. Well done to these people who are not even experts.

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Responses

Response from Laura Martin, Patient Engagement Administrator, Governance, South Western Ambulance Service

picture of Laura Martin

Dear Change

It is always rewarding to hear that our staff are continuing to provide excellent care to our patients when they need us most. I am glad that you find our staff to be compassionate.

Thank you for taking the time to share your experience.

Kind regards

Laura

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Response from Karen Howard-Grenville, PALS, Somerset Partnership NHS Foundation Trust

Dear Change

I am really sorry to read about your recent experiences of your local community mental health services. If you would like the Patient Advice and Liaison Service, (PALS), to investigate the concerns that you have high lighted or if you are undecided and would like to discuss the issues then please contact me, Karen, on 01278 432120.

Karen Howard-Grenville

PLS Specialist

Mallard Court

Bridgwater

01278 432120

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Update posted by Change (a service user)

Dear PALS services,

Thankyou for your automated response and genuine concern but we do not think you can help in the matter of changing Staff Attitudes towards people with MH issues (within Foundation House) as it seems normal practise to treat Mental Health Patients with the least most respect in this establishment.

Response from Karen Howard-Grenville, PALS, Somerset Partnership NHS Foundation Trust

Dear Change

The PALS service brings clients/carers concerns to the attention of managers and their teams in order for the concerns to be addressed, another role of PALS is to highlight problems where services may need to review their practice. PALS will then support those services in instigating change. I am sure that the manager of the service that you have accessed would be saddened to hear that you feel that you are not being listened to, and they would be very keen to look at the issues and try to resolve them with you to your satisfaction. PALS would be very happy to be involved in this process if you would like us to be. If you think that we can help, and you would like to discuss your concerns in more detail, please contact me.

Karen Howard-Grenville

PALS

01278 432022

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Update posted by Change (a service user)

Well almost a year on, I feel that nothing has changed or been learnt from Somerset NHS Partnership Trust on the above issues, in fact only have got worse. Hopefully, with a CQC inspection approaching this year I will be able to raise concerns with them to address the serious concerns still outstanding and the lack to put things right.