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A kind staff member changed my mood for the better

Posted By GamerGirl

"A kind staff member changed my mood for the better"

About: Inclusion Thurrock (Talking Therapies)

(as a service user),

I called Inclusion Thurrock last week to seek help as my mental health has been in a terrible state. Unfortunately the staff member I spoke to was very harsh and and unhelpful, I was left feeling very hopeless. I did not manage to remember their name however the only way I could describe them was passive aggressive.

I thought I will try again this week and I spoke to a different very helpful member of staff in the admin department. They listened very attentively and pointed me in the right directions to seek the help I need. If it wasn't for their kind, sympathetic ear, I would still be feeling like I'm facing a brick wall. 

I hope the staff member I spoke to previously can learn a thing or to, after all this is a organisation dealing with mental health, all your staff should treat anyone with kindness and compassion.

Thank you again to that staff member who listened and helped me.

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Responses

Response from Mark Frost, Clinical Lead, Inclusion Thurrock NHS Talking Therapies 2 years ago
We are preparing to make a change
Mark Frost
Clinical Lead,
Inclusion Thurrock NHS Talking Therapies

Manage the team of therapists, and do some therapy myself.

Submitted on 03/07/2023 at 15:05
Published on Care Opinion at 16:12

Dear GamerGirl,

Thank you so much for reaching out to us and I'm really sorry to hear that your experience the first time you called wasn't helpful! I imagine that it took quite a lot to call back again, and I'm glad you did, and we got an opportunity to do better for you!

Our admin team are the very heart of our service being the very first contact that many of our patients make with us. It is especially important that we make every contact count, providing a compassionate and helpful response.

We are always learning and take opportunities like this to help us improve and develop so that we can do better, and I would encourage you to contact me so that I can address any training or support needs that will make our responses better for all.

Thanks again for letting us know of your experience, and especially for giving us another chance. I'm glad we were able to support you better that time.

Please reach out by calling us and asking to speak with me,

Best wishes,

Mark Frost

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Mark Frost, Clinical Lead, Inclusion Thurrock NHS Talking Therapies nearly 2 years ago
We have made a change
Mark Frost
Clinical Lead,
Inclusion Thurrock NHS Talking Therapies

Manage the team of therapists, and do some therapy myself.

Submitted on 01/08/2023 at 09:14
Published on Care Opinion at 09:20

Dear GarmerGirl,

Just to update you following your helpful feedback, we have ensured that all of our non-clinical staff, including our admin team, are undertaking approved training in Mental Health First Aid. In addition, I have personally engaged with the team to discuss any stresses that they may be under, and we are working with them to improve their well-being. As an organisation we believe that ensuring staff are well-trained and well-supported is the key to excellent performance.

Best wishes,

Mark Frost

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
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