"Absolutely disgraceful. A genuine waste of time."

I was referred last year to St Mary's hospital for a referral by my GP. After an initial assessment they deemed that the IAPT may be more appropriate for my needs. A few weeks later I had my initial assessment with a very nice person at the IAPT who then referred my onto Malham house.

As I'm sure you can empathise as someone who struggles with a mental health issue it's not the easiest of tasks being passed around left right and centre and having to re-do the brutal assessments with total strangers. At this point I was fed up and wanted my treatment to start as soon as possible as my mood was decreasing and anxiety increasing rapidly. I explained all of this at length on my assessment at Malham House which they empathised with and said how they understand and can assure that this will be sorted and I will have my letter regarding my referral by the following Thursday (24th March). When I left I felt hopeful for the first time in months, and felt like I may really be getting somewhere.

Two weeks passed, no letter. So I called up, I was told the person I'd spoken to was busy and therefore requested that they call me back. After no call back, another week passed. I called again where someone answered found my letter and apologised that it had only been issued on the 13th April so I should receive it soon.

My letter basically stated that they didn't feel they could help me at Malham House and they will refer me on to the Yorkshire Centre for Eating Disorders. So I waited patiently, again, for my next referral. Which never came. After waiting four weeks I called the YCED who then told me they had actually the previous month rejected my referral and passed me back to Malham House. Of course I wasn't informed of this. So I called up Malham House, spoke to the first person I'd seen who confirmed they had received my letter and didn't know what to do. They said they would call someone and get back in touch. Why this wasn't done a month prior to our conversation I do not know. So again I waited for a call back, which didn't come until the following day. The voicemail I received stated that I had been referred back to the IAPT who would contact me after three days and that I would not be referred again and I would finally start my treatment.

Two weeks later. I've just called the IAPT to be told I'm not appropriate and they have referred me back to Malham House. This was done early last week.

It is absolutely disgusting that I am the only person chasing this up and who seems to care about getting treatment. I am a human being with a mental health disorder not a boomerang.

Both my GP and mother who is the manager of a doctors surgery are disgusted at the service provided. I can honestly say throughout one of the hardest times in my life thisn service has made me feel more desolate and isolated than I thought imaginable.

I will be making a formal complaint about my treatment. I am in the same position I was in 11 months after my first appointment all due to idol staff.

Story from NHS Choices

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Responses

Response from Malham House

Thank you for taking the time to post your feedback regarding the service. I am very sorry that what you have described falls well below the standard we would want to provide.

Nevertheless, I am grateful for you bringing this to our attention.

If it would be helpful in trying to resolve your concerns, either I, or one of the Clinical Leads, would be happy to arrange a meeting with you to discuss things properly. The purpose of meeting would be to try and find a solution that you feel is beneficial and that meets your needs appropriately.

If this is something that you think would be helpful, please get in contact with us via the PALS Team (0800 0525790 or email pals.lypft@nhs.net) and we will arrange to meet you at a convenient time and place.

We are always happy to receive feedback from people who have used the service as this helps us learn and improve things where we need to.

Best wishes

Eve Townsley

West North West Locality Manager

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