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"Feeling even worse than when I started"

About: Adult Mental Health Services / Eastvale Resource Centre & Day Hosp

(as a service user),

I had sessions that took place over a year with a therapist who I felt often just tried to put words in my mouth or dismiss whatever I was saying.

I remember being told that what I was doing was akin to a magic trick when attempting to express what I was feeling. For context, I was discussing a traumatic event but no, what I really wanted to talk about was an event that happened recently which I mentioned at the end of my story. Or so the therapist told me.

It was as if the therapist was focusing on what was easier to discuss, rather than what I felt was important. We had previously established that my thinking was rather scatterbrained prior to this, jumping from one topic to the next, so I feel like this should have been noticed by them. To me, this was simply a case of either time being a factor, or more disturbingly, a case of the therapist not wanting to discuss something with me. This negatively impacted our relationship.

Unfortunately, I never felt comfortable and able to express myself fully. Due to feeling like I would be placed back on the waiting list, I pressed on trying to improve our relationship. I do not think it is fair to say that the therapist I saw did not have an impact on me. I believe that they have taught me a few valuable skills throughout our time together.

I ended our sessions early, permanently. I felt like we were getting nowhere, pretending it was a natural conclusion, but in hindsight I feel even worse than when we started, and have been left without support.

To me, it just seems like very few people seem to care that patients are floundering and struggling. And those that do are close to burnout.

Cognitive Behavioural Therapy (CBT) is the only form of therapy offered, or so I have been told, and I think for me CBT is unhelpful. When I asked about another therapy, I was asked how and why I would want to do that. Which I felt was dismissive.

I have not been contacted since ending our sessions. I feel that Eastvale have left me to my own devices, which even I can even tell isn’t a great idea. I have been put on and taken off various medications yet have been given medication that seems to interact with others, making my illness worse.

Reporting these symptoms seems to have an effect, but again I just feel that I’m not being listened to. I haven’t felt right in years. And I would say that being in contact with Eastvale for years is not incredible in terms of positive feedback.

Often, I felt like I was not being listened to and my illness was treated as if it was a minor ailment instead of a disability. I feel like Eastvale is not fit for purpose, often I see a different psychiatrist every time I go, and I just think that I have no sense of continuity.

Outcomes I would focus on are:

-Patient feedback (which appears to be non-existent) at the end of sessions, other than the occasional form you get from your psychiatrist.

-Offering more forms of therapy other than CBT, or at least entertain the thought of other forms of therapy rather than dismissing them.

-Improve continuity with staff, and communication with patients.

-Train staff to listen to patients rather than interrupting and attempting to put words in their mouths to justify their latest intervention.

The receptionists and crisis team I contacted were incredibly helpful, in contrast, therefore I would like to praise them for their kind and helpful work and responses.

Also, I was contacted by someone whose name escapes me after my last post on Care Opinion who told me that they were also open to positive feedback which I thought was rather patronising.

Unfortunately, Eastvale seems to be struggling like other mental health services. Nothing seems to have changed, and I’m bereft of hope that anything will.

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Responses

Response from Michael Taylor, Service Manager, Community Mental Health, NHS Lanarkshire 6 months ago
Michael Taylor
Service Manager, Community Mental Health,
NHS Lanarkshire
Submitted on 03/11/2023 at 12:44
Published on Care Opinion at 13:16


Hi astro,

I'm sorry to hear that your experience with our service hasn't been satisfactory and that you are feeling worse then when you started. I do however thank you for your feedback as all forms of feedback (both positive and negative) are welcomed, appreciated and can inform us on how to improve our service. I would encourage you to discuss your concerns with your psychiatrist and/or your G.P to request further consideration of available supports to you and of suitable therapies within the service in the first instance.

If you wish to make a formal complaint, please contact our Patient Affairs Department on 01698 752800 (option 2).

kind regards

Michael

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Response from Michael Taylor, Service Manager, Community Mental Health, NHS Lanarkshire 5 months ago
Michael Taylor
Service Manager, Community Mental Health,
NHS Lanarkshire
Submitted on 07/11/2023 at 10:13
Published on Care Opinion at 10:56


Hi astro,

I'm sorry that you feel my response was unhelpful to you. Without knowledge of the clinicians involved in your care, I am unable to respond with specific answers to your points and so advised you to discuss with them directly; seek a re-referral from your G.P to include your concerns or consider a formal complaint. Can I ask what what would you find more helpful at this point?

thanks

Michael

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Update posted by astro (a service user)

Hello,

Here on Care Opinion I cannot discuss anything that would identify a staff member, but I am happy to discuss this further through phone or email. I would find it especially helpful if someone listened to my story and responded genuinely, rather than just replying with phrases like 'sorry you feel...'. What is going to change for patients in the future? Will anything change in regards to staff continuity?

Responses like this don't elicit any form of responsibility. That is the reason for my 'unhelpful response' reply. Unfortunately, I'm left feeling like my story is being dismissed because this is related to mental health. I am certain that this is not the case, but that is how it makes me feel reading the reply.

This story was not posted to make trouble, but to inform and challenge the care that I am, and fellow patients are, receiving.

I will however contact Patient Affairs about my story as suggested, thank you for providing the number, and I will contact my GP/Eastvale in due course to arrange something.

Kind regards.

Response from Michael Taylor, Service Manager, Community Mental Health, NHS Lanarkshire 5 months ago
Michael Taylor
Service Manager, Community Mental Health,
NHS Lanarkshire
Submitted on 19/11/2023 at 12:59
Published on Care Opinion on 20/11/2023 at 16:33


Hi astro,

Thank you for replying again. I understand your dissatisfaction with my responses though it's difficult to respond without any further details of your care experience and certainly do not want you to feel dismissed. Perhaps as you've suggested, you could call me on 01698 754515 to discuss in more detail.

kind regards

Michael

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