"No assessment of my needs as a disabled person"

About: South London And Maudsley NHS Foundation Trust

(as a service user),

I first went to South London and Maudsley in 2008, but over two years later still do not have a diagnosis.

I have been in touch with PALS, and have tried their official complaints procedure, but I feel it has been made extremely difficult as they do not provide good enough access for disabled people. At no point have I been assessed by an occupational therapist. I have autism and so I find it very difficult to follow a complaints procedure, there are just too many things for me to manage. I feel South London and Maudsley need to provide me with more support to help me make a complaint, including a proper assessment as a disabled person to work out how to provide me with access to the complaints procedure. I think they also need to improve their communication, which has so far been awful.

I have also been to ICAS and the Parliamentary and Health Service Ombudsman, and have encountered the same problems with getting access to the complaints procedure as a disabled person. The Parliamentary and Health Service Ombudsman seems to want to get rid of complaints, not deal with them.

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Responses

Response from Su Glazier, Head of Improvement, Innovations and Involvement, South London and Maudsley NHS Foundation Trust

Dear apple577,

Thank you for taking the time to share your concerns with us. I am sorry to hear you have had difficulties with your care and with our procedures. I will talk to relevant people and will communicate with you again on this site early next week.

Best wishes,

Su

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Response from Su Glazier, Head of Improvement, Innovations and Involvement, South London and Maudsley NHS Foundation Trust

Dear apple557,

I have now spoken with my colleagues. I wonder what your preferred accessible way of making a complaint would be? It would be good if you could email me and let me know. My email address is su.glazier@slam.nhs.uk . And/ or you could just let me know what all your issues with the Trust are, and I can then forward them to the Complaints department - the Complaints department will then respond to you personally.

Best wishes,

Su

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