"Let's talk strikes again"

About: City Health Care Partnership CIC / Primary psychological and wellbeing services

(as the patient),

I am still in the car on my way home from this incident as I felt so strongly about it. Myself and my partner have just been turned away from Elliot chappel for being 3 minutes beyond the cut off for an assessment.  We had attempted to phone ahead re: traffic but were told there was a strict ten minutes grace (we were 13 minutes late in the end) The receptionist did what she could to get me seen, as my appointment was first, but she was met with a flat "Too late" . Afterwards, the receptionist politely explained that there wasn't enough time to do a full assessment. Without elaborating too much on the fact that us being on their books already means she could have cut time down with the confidentiality spiel or the fact that our assessment for relationship counselling, which presumably just requires ascertaining that we are both in agreement about receiving it means there is less need for the dreaded "mood questionnaire"  My main issue with this claim, is that - as previously mentioned - I have been assessed a number of times by let's talk (the necessity for which is already questionable as notes are kept) and on precisely none of these occasions have I been in there 50 minutes. Interesting how you're damned if you do or if you don't.

If I return for the rearranged assessment I couldn't organise from the front desk, I will be complaining strongly if I'm afforded any less than a full hour to explain that yes, I would like relationship counselling.

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Responses

Response from City Health Care Partnership CIC

Dear Cheekc

Thank you for your feedback on our service. We take your comments on board and can only apologise for your experience on this occasion. As I understand our assessment clinician contacted you later that day and has sorted out your pathway into treatment. Please do not hesitate to contact us if we can be of any further assistance.

Dawn Barnes, operational service manager

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Update posted by Cheekc (the patient)

Since making my original comment, the situation that was apparently previously resolved is, in fact, still ongoing. I was told during this "resolution" that as my partner and I had already been assessed individually on more than one occasion and as the referral for relationship counselling had already been made by a psychiatrist and copies sent to Relate, my GP and myself that all Let's talk need do is contact Perinatal Mental health to confirm the referral and we could sidestep the assessments. I was also told we would receive a letter from Relate but we are yet to hear anything so I called let's talk today to inquire after the progress and double check the referral was made. After explaining the situation in full, including that I had made a previous complaint via Patient Opinion, it was made clear by the receptionist and other office employees that we are straight back at square one and required to book individual assessments through Let's talk. When I asked why I had been given false information and what number I could ring to find out who had given me it, I was given the phone number for PALS who I am now expecting a phone call from. Unfortunately, despite a number of phone calls and a whole lot more bother, we are still no closer to the appointment which has now been promised multiple times.

Response from City Health Care Partnership CIC

We take your comments very seriously and would like to try and resolve any issues you feel you may have encountered. We treat everyone as individuals and in line with data protection and our complaints procedure, we are unable to discuss your partner’s case with you and vice versa without you both giving permission.

We’d urge you to contact myself or Kate Cowl as service managers on the number below so we can help you move forward.

Alternatively you can contact our Customer Care Team on 01482 347 627

Dawn Barnes, Let’s Talk Operational Service Manager, 01482 347954

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