"Nobody available to see me at Bedale centre Bognor Regis"

About: Sussex Partnership NHS Foundation Trust / Working age mental health care (community)

(as the patient),

I was referred to the Bedale centre through my doctor as I have mixed anxiety/depression. I went to my first appointment and was put on setraline which was awful, bad side effects so I had a medication review and was put on mirtazapine. This worked for a while but the last week or so they've been making me feel ill, so I phoned Bedale who told me they'd get back to me. I waited 4 days with no response so rang them again and they denied I had ever rung them, so they made an appointment for a months time to review my medication. I've rung them today to see if I could get in sooner as my medication isn't working for me. I was told they're too busy to see me after I rang them again because they never returned my phone call.

I'm now waiting until tmrw for someone to ring me, but I very much doubt they will. I feel extremely let down by the Bedale centre as all they have done is given me a pill and basically told to get on with it. I feel sorry for anyone who has a mental health problem in Bognor because the care you get is laughable.

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Responses

Response from Sussex Partnership NHS Foundation Trust

I have spoken to our Service Manager who talked through the website feedback with our Team Leader at the Bedale. They were really concerned and very sorry to read it. As an immediate action, the Team Leader spoke with reception staff, the duty team and the medical admin team to try and understand what might have gone wrong. Although no one was aware of anyone with such an unresolved issue, or who was not offered an appropriate response to their concern, this was a good opportunity to remind all our staff of how to respond to any concerns raised by the people who use our service and the importance of passing on messages appropriately. There are urgent medical slots for medication reviews available and we would expect our staff to use this system if this is required.

We would like to reassure the people that need and use our services that we always try to respond in an appropriate and timely manner and we are therefore saddened to receive this feedback, because this is not a standard of care that we find acceptable. Indeed, the feedback is not in line with recent positive feedback from the Friends and Family tests. We would therefore like to invite the person who left the feedback to ring our Service Manager, Nadia Anderson directly, on 01243 623400, and we can then ensure they receive a more acceptable response that is in line with our expectations of how we should be responding as a service.

Brian Solts

Divisional Clinical Director - Coastal West Sussex