"Problems at st Francis mental health unit"

About: Nottinghamshire Healthcare NHS Foundation Trust / Mental Health Services for Older People – Community (City)

(as a friend),

My friend waited 3 months on waiting list from St Francis dementia service. This was even after their GP said it was urgent. I am terribly frustrated for my friend.

My friend found the staff there were surly with a poor attitude. My friend felt that there needed to be better trained and more professional full time staff. 

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Responses

Response from Paul Carruthers, Day Hospital Manager, St Francis Day Hospital, Nottinghamshire Healthcare NHS Trust

Thank you for taking the time to highlight your concerns. I am sorry to hear you feel frustrated with the experiences your friend has had and particularly with the 3 month wait. As we have a number of services based at the St Francis Unit I would be grateful if you could contact me on 0115 8760100 and I will look into your complaint.

Paul Carruthers

Day Services Manager

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Response from Veronica Smith, Operational Manager (Clinical), Mental Health Services for Older People Highbury Hospital, Nottinghamshire Healthcare NHS Foundation Trust

Dear Spainish,

As we have not heard from you we thought we would offer a more detailed response to the issues you raised on behalf of your friend and would again like to say sorry for the experience your friend had with our service.

Whilst Mental Health Services for Older People are striving to provide a compassionate, considerate and timely service, it is acknowledged that the demand for the service can at times impact on the ability to offer earlier appointments, we appreciate the frustration and anxiety that this can cause.

We regularly monitor waiting times and raise this to the attention of our commissioners as appropriate.

We would like to apologise that you have had cause to raise these concerns on behalf of your friend, we would like to assure you that we will remind staff of the importance of maintaining high professional standards at all times and treating people in a helpful and caring, manner. This will be included on our monthly lessons learnt bulletin which all staff in Mental Health Services for Older People receive.

We hope this offers some explanation to the concerns you have raised. To be able to respond more fully it would really help to know the particular service at St Francis that your friend was seen by.

If you would like to contact me to discuss further please contact me on 0115 8542257

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