"People need the right support"

Many thanks for taking the time to tell us about your experiences at Guernsey House.

As you're aware Guernsey House has a range of different professionals e.g. Nurse ,Doctor,Drug Worker working within the service whom although having different roles all have same aim of supporting those people whom use our service to achieve their treatment goals.

In reading your posting it does appear that you had been receiving (perhaps at some stage in the past) both help and support from a doctor and a drug worker and that perhaps this type of support was what you believed may best help you now.

May I take this opportunity to encourage you to discuss the range and the type of support you believe may be helpful for you with the professional whom sees you at your next appointment at Guernsey House (this is likely to be with a doctor).

As a service, we want to provide the most suitable level of support that allows a person to achieve their treatment goals , these goals can sometimes be achieved when working alongside one professional e.g. a doctor but as indicated and as you may have experienced in the past it may help to have other professionals (based at Guernsey House) involved with you e.g. a drug worker.

Guernsey House hopes that people using our service have the best possible experience of being supported/listened to by staff ,It does sound like there has been occasion when you believe this may not have been this case.May I take this opportunity to suggest that if you believe a staff member to have been unsupportive or rude then we would encourage you to let us know about your experience directly e.g. either by talking to your worker or by asking to speak to one of the managers within the service (particularly if you do not wish to discuss your concern directly with the person responsible for your treatment).

Within your posting you had indicated that after having cancelled one of your appointments at our service this lead to a certain amount of difficulty regarding arrangements associated with your prescriptions.Thank you for letting us know that you would not be able to attend this advance warning does help us.

May I take this opportunity to apologise if anything that was said to you, regarding this matter , added to any confusion regarding how / when you would get your next prescription , may I also stress that when people cancel or (on occasions) do not turn up to appointments we (as a service) do not automatically send next due prescriptions onto the persons pharmacy.

Guernsey House would expect (if practically possible) the individual whom has cancelled or missed an appointment to attend our service as soon as was possible thereafter so that we could pass on new prescriptions to an individual after a face to face discussion with a worker

As you will probably know, the staff at Guernsey House do our very best to be flexible to an individual's needs so although we try very hard to keep to the appointment schedule and to keep waiting times to a minimum, there are times when a client has urgent and complicated needs that mean their appointment lasts for longer than their allocated time. We ask all of our clients and staff to be understanding about this.

Guernsey House will often have a number of different doctors and professionals running clinics at the same time and there are perhaps some occasions when the key worker / doctor that you have arranged to see is running a little late and were someone elses worker is not, on theses occasions it can appear that someone is therefore seen before you particularly if they have arrived at the Guernsey House after you and as such get seen by their doctor/worker before yours is available.

Although we very much regret that anyone should have to wait to be seen by a worker beyond their appointment time we do believe that it is importent that you get to see the actual doctor / worker whom is directly involved in helping you , on occasions this unfortunately may mean that people have to wait a little longer to be seen than we would like.

Again many thanks for posting your thoughts / comments about your experience at Guernsey House.