"TalkLiverpool - A listening service that doesn't listen"

About: Mersey Care NHS Trust / Clinical psychology

(as the patient),

I was referred to TalkLiverpool some time ago for a specific type of therapy. After having years of counselling & understanding how different types of therapy should work from a professional point of view, I was left feeling very disappointed & upset as I wasn't listened to & felt like I was being 'grilled' for information instead. This set me back recovery-wise for a fair period of time & left me feeling very down.

I've never had good experiences with NHS mental health support but wanted to give it the benefit of the doubt after years of feeling sceptical so I feel really sad this been confirmed again & left me feeling let down.

It feels such a shame that people are left feeling like they have to pay huge amounts of money privately to get something really beneficial when this isn't something they can afford. My concern would be that it'd put people off from getting help altogether.

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Responses

Response from Kim Guy, PALS Manager, Mersey Care NHS Trust

Thank you for taking the time to give feedback on your experience with Talk Liverpool some time ago. I am very sorry that you didn’t have a good experience of our service and were left feeling disappointed, upset and not listened to. I’m especially disappointed as it sounds as though this negative experience has prevented from you continuing with therapy that may have been helpful to you.

We value feedback on how our service users experience our service and I am keen to understand more about how we could have improved things for you on this occasion.

If you wish to discuss your experience in more detail, or to discuss how you might be able to access therapy in a way that will be helpful to you please do contact me, Tracey Murden, Operational Lead, Talk Liverpool on 0151 228 2300 or our Patient Advice and Liaison Service (PALS), 0800 328 941pals@merseycare.nhs.uk

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