"Very Rude Receptionist"

I made a self referral to Health In Mind. A week later, my network provider replaced a mast in our area meaning our signal and phones were out of action for nearly 3 weeks, much to our annoyance. I inevitably missed the return phone call from Health In Mind. On telephoning the 01323 446289 number after receiving a letter asking me to return the phone call by a certain date (which I did), I was met with a very rude receptionist who proceeded to, I can only describe it as "tell me off" for missing the call. I tried very politely to explain why I had missed the call and the reply was "that's a new one, I always say how we should have a book of reasons for it and that's certainly a new one". I decided to ignore this first remark and continue with the call. At almost any given opportunity to again explain my reason, I was spoken over and spoken to like a child. When I decided to say to this member of staff that I understood I had missed a call and that I had tried to give my reason for why and apologised for it also, and that I felt we should be moving on and proceeding to arrange what was nessacery, their tone turned to a very patronising one and they were seemingly not impressed with being stopped in their tracks. Lines such as "well poor you, that must have been awful for you" and not bothering to listen for a reply to their words. Long story short, for someone who is the first point of contact for people struggling with problems such as anxiety say, this member of staff really is not going to make you feel you even want to continue contact with Health In Mind, let alone go as far as seeing a professional. Inappropriate and moody is not a good projection of your services.he Just saying.

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Responses

Response from Simon Street, Complaints and PALS manager, Sussex Partnership NHS Foundation Trust

We are very sorry that someone trying to access support from our service has had this experience. Health in Mind take feedback of this type very seriously.

We are committed to providing the best care we can for those who use our services and want people to have as positive experience as possible. Therefore, we will be conducting an internal investigation into this matter to ensure we learn and improve as a service. We shall also be reviewing training needs for our staff and reviewing relevant protocols around this.

Again, we are very sorry this has happened and for any distress caused. For anyone who has had such an experience with our service I would like to invite them to meet or speak with one of the senior managers in order to listen to their concerns more fully and provide a response face-to-face.

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