"Self referral to Steps2 Change"

About: Lincolnshire Partnership NHS Foundation Trust / Adult mental health

(as a service user),

I am writing to give some feedback on the Steps2Change service. I self referred due to my extremely low self esteem, it is affecting my relationship and I didn’t know where to turn. I completed a telephone consultation but on the same day received a letter saying it had been cancelled as they had not heard anything from me (I didn’t think anything of it as the consultation went ahead).

I was referred for online work to help and was told I would get appointments soon. 2 weeks later I received a letter saying they were closing their involvement as I had not been in touch! I rang the number provided and no reply over and over again, I called when I could as I work full time. I have emailed the email address 5 times in total, never getting a response, and now it is months later. 

I just don’t understand how it works, why is there no one answering phones or replying to emails? And why are these closure letters sent when people are waiting to get help? I am just massively disappointed, after my original call I felt like I might actually get help, I can’t afford private counselling and I felt positive.

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Response from Patient Experience Advisor, Lincolnshire Partnership NHS Foundation Trust

Meika Woods, Team Coordinator has responded:

I am very disappointed to hear that the service has been unresponsive to you, please accept my apologies. I appreciate there has been some miscommunication. I can only apologise for the service you have received and we will be taking forward your experience to establish what the barriers are with our email/phone systems. I would like to speak to you to discuss how best we can support you going forward. Please contact me on 01507 607383.