"when I was eventually seen, my experience was good"

About: Ealing / Assessment Team

(as the patient),

Areas for improvement: I needed to wait for an hour before I was seen due to an error regarding the previous appointment. This was not a positive start, as it left me feeling very annoyed. Appointments should be carried out on time. If there is a delay, then patients should at the very least be telephoned before their appointment to make them aware. This definitely needs to be improved. It is a matter of respect. I made a concerted effort to get to my appointment on time, and it would help me to feel respected if I was seen at the agreed appointment time, or notified via telephone if there was a delay so that I would not have to wait for a whole hour to be seen.

The waiting room is too hot, and the chairs are very uncomfortable so it felt like I was waiting for a lot longer than an hour.

On a positive note, when I was eventually seen, my experience was good. I felt as though I was listened to and given good advice so I am grateful for the service. I just hope that improvements can be made to ensure service users feel more valued and respected.

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Responses

Response from Vishal Jugessur, CRHT Manager, West London Mental Health NHS Trust We are preparing to make a change

Dear constructive feedback,

I am very thankful to you for taking time to give your feedback and I am really sorry that you had to wait an hour to be seen. I have recently replied to another service user who equally had an unacceptable waiting time. We ask our service users not to come more than 15 minutes late and then, unfortunately, did not run on time ourselves.

I am of course unaware of what caused the delay at this stage. I note your comments about the waiting room and I promise to look into these. We will be meeting as a team on the 07.12.2015 and I will be bringing your story as well as another one published before to the meeting.

On a positive note, I am very pleased that you had a good experience when you were seen. It is always nice to hear positive feedback and I will pass this on to the team. Please do not hesitate to contact the team and ask to speak to me if you would like to discuss further.

Thank you,

Vishal Jugessur

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