"I couldn't claim my bus fare"

About: Guernsey House / Primary care addiction service Sheffield (PCASS)

(as a service user),

I had an appointment with the Doctor at 3.00 o'clock. I set off from home early but had to go to Jobcentre to get proof of benefit so I was a bit late.

I feel just for that reason I did not get my bus fare back and I got put on a daily pick up supervised, I have been clean for about a year, I do not need this stress stuff like this makes you use again.

In my opinion the people who I spoke too on this occasion where not very nice. I think their job is to make us feel welcome and look after us but it didn't feel like that.

It's very hard to claim bus fares back, you don't always have letters lying around from Jobcentre.

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Response from Office Manager, Primary Care Addiction Service, Sheffield, Guernsey House

Thanks for taking the time to post about your recent experience of coming to Guernsey House. I'm really sorry to hear that you didn't find the staff helpful. You are right, our staff are here to welcome you and to look after your treatment needs. It is not our intention to put you or any other service user under any addditional stress.

We do sometimes make mistakes and I can look into this particular incident if you ask for me at reception next time you come in. It sounds like an explanation from the doctor as to why your pick up regime was changed would be helpful. If you are finding it difficult to use our service, if it is causing you additional stress, your keyworker will be able to support you, so do speak to them about your concerns.

With regard to reimbursing your bus fares, we do have the current process under review and until we find a better way to confirm what benefits service users are in receipt of, you will need to bring a proof of benefit letter to every appointment and the letter must be dated within three months of your appointment.

I hope your next experience of using our service is much more positive.

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