"Privacy in visiting the Archway Centre"

About: Lincolnshire Partnership NHS Foundation Trust / Adult mental health

(as a service user),

I feel the Archway Centre has not really been thought through. On my first time of going to the centre, I already felt apprehensive and then having to wait outside for the buzzer to be answered and for me to be allowed access was very intimidating. I can't say anything negative about my actual treatment, my appointment with the counsellor was useful and went well but entering the centre I felt the staff were quite cold and it didn't feel like anything was personal.

Firstly, I had to stand outside the centre pressing a buzzer waiting to be allowed to enter. I understand the need for something like this but why couldn't it be on the inside of the building so that you're not stood in full view waiting to enter? As someone else has mentioned, it's a very public place and even though there shouldn't be any stigma towards it, there is and I felt conscious and felt people were watching (even if no one said anything). Everyone knows now that it is a mental health cente, and not many of the public understand what that means, a lot of people make an assumption that if you're going there you're crazy. I just wanted to get in there as quickly as possible.

Secondly, as you I got through to the reception, they asked me who I was here to see. I didn't know how my appointment was with so they just told me to go upstairs and wait for someone to appear. I thought this was a bit impersonal.

The nature of visiting the Archway Centre means that you're likely to already feel anxious and these two things just didn't help.

Once through to the consulting rooms, which are isolated and away from the public waiting area everything was ok, and my appointment with the counsellor went well but I would have liked the welcome to be a little warmer.

I would like this to change, so that it is less intimidating.

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Response from Lincolnshire Partnership NHS Foundation Trust

We apologise for not acknowledging your feedback to us before.

You can be reassured however, that your feedback was sent to the service responsible as our subscription to Patient Opinion means that any postings are automatically shared with our service managers.

As you will know, since your first visit to The Archway, there have been some improvements which we hope has made your attendance more comfortable for you.