"Shocking Service"

My daughter was referred here for help when I found out she was self harming last year. After the initial waiting time she was seen by someone a few time which we were greatful for but then in January everything just stopped when her case worker left suddenly. My daughter was informed that she would be allocated someone else and that they would be in touch.

She had no contact for weeks until I telephoned on her behalf. I was informed that she had been allocated to someone and that they would get in touch. Still no reply! so I phone again and was told the person she was allocated to was sick. I informed them that I was concerned as my daughter was self-harming and needed support. I was told that she will be discussed at the next MDT meeting. Again no response until someone knocks on the door to see her, but she was not home they left a telephone number which wasn't right. Again I contacted them to speak this person on my daughter behalf and was informed they would leave a message for them to contact me. Yet again no response. I contacted them again to be told that they had left and no longer worked there and they would discuss my daughter at the next MDT!

I phoned the access team when I was concerned again about her self harm and they said they would contact Greenfields. Someone from Greenfields then telephoned my daughter to tell her that she would be discussed at the next MDT!

She has now had a letter informing her that she is on the waiting list to be seen at the centre!

Why back on a waiting list when she was already being seen.

This has caused my daughter unnecessary stress and anxiety. Not a very good service for someone who is in need where is the duty of care.

Story from NHS Choices

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Responses

Response from Greenfields Centre

I am sorry to hear of the difficulties your daughter and yourself have been experiencing with our service at Greenfields. I passed the comments on to the manager of the service and as the comments are anonymous they cannot contact you directly to discuss further therefore would it be possible for you or your daughter to contact Emma Ball : Phone no: 0300 790 0236 to discuss the issues further and to seek a resolution to these difficulties as soon as possible.

If you feel this is not what you want to do at this time please consider contacting our PAL's team who can support you to make a decision on what options you have in taking your concerns forward: Telephone 01782 27503101782 275031 or Free phone 08003899676 Mon -Fri: 9am to 5pm.Text service 07718971123 ( This text service available 9am to 5pm and charged at your provider's rate)

e mail: patientexperienceteam@northstaffs.nhs.uk (e mails are monitored Mon to Fri, 9am to 5pm)

Thank you for taking the time to raise your concerns

Veronica Emlyn:

Patient Experience Lead

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