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Disability discrimination

Posted By Hearingdisability

"Disability discrimination"

About: Community mental health services

(as a service user),

Neither the call handler nor the appointment booking clerk seemed to know what relay UK is, how to use it, nor that it is used by hearing or speak impaired patients. 

They ignored 'reasonable adjustments' (Equality Act 2010) in my contact notes and the explicit instruction concerning  lip reading and telephoned me. I felt they then tried to bluff their way out of a refusal to abide by a reasonable adjustment by saying they had an interpreter who could speak to me.

It took three further Relay requests for ‘communication to be via email only’ to be understood. 

I have sent a written complaint but don't expect anyone to read it or act on it. If there was one primary service that should know about disability and the Equality Act 2010, I feel it really should be the NHS. Sadly failing disabled people. 

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Responses

Response from Winson Keens-Douglas, Clinical Effectiveness Officer, South West London and St George's Mental Health NHS Trust 12 months ago
Winson Keens-Douglas
Clinical Effectiveness Officer,
South West London and St George's Mental Health NHS Trust

Submitted on 01/05/2024 at 13:19
Published on Care Opinion at 13:19

My name is Winson and I am a member of the Patient Experience team for the Trust. I am very sorry to hear of your experience in communicating with one of our teams. Please be assured that the Trust is committed to ensuring that everyone who uses our services has a good experience of care. You have not named the team you were having this issue with and we would like to have some learning from this.

Please can you get in touch with our PALS team so that we can the team to look into this for you and give feedback to the relevant team so that they can improve this area of their service as quickly as possible. You can call our PALS team on 020 3513 6150 or via our email address pals@swlstg.nhs.uk

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

Update posted by Hearingdisability (a service user)

Dear Winson, I am very disappointed by your response.

You have given the same 'cut and paste' reply to all persons who have complained about the service provided by South West London and St. Georges Mental Health Trust. I find this demeaning and a belittling response on behalf of SWLSTG and insulting to all other persons who have made a complaint.

I have already contacted PALS many times about the lack of training/care regarding RA's and the EqA 2010.

Your reply also contains a telephone number. I cannot use the telephone and SWLSTG staff do not know how to respond and use the Relay UK service as previously stated. It's very insensitive to give a telephone number at all.

May I ask - Did you read my complaint at all or just insert a 'cut and paste' reply?

Would you please send me an actual meaningful reply to my complaint please.

Many Thanks.

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