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Care Opinion

Cannot contact the service

Posted By sunrb68

"Cannot contact the service"

About: Somerset NHS Foundation Trust / Adult community mental health

(as a service user),

I was due to have a telephone appointment today with the talking therapy service which is part of Somerset Partnership. My appointment letter gave me the time for the appointment and I was to be called at a specific time for he appointment. The phone call came two minutes early which meant that I missed it as I was working and wasn't expecting it yet. So I tried to phone them back but I wasn't able to as I didn't have a phone number to call. The only phone number on my appointment letter was for Care Opinion. I called my doctors to explain the situation who gave me the number of the service to call, I've called 4 times and I can't get through. I don't know what I'm supposed to do now. I've missed my appointment because they called early and I have no means of contacting them. I think they should offer an option to call them.  

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Responses

Response from Lucy Nicholls, Inclusion Manager, Somerset Partnership NHS Foundation Trust 5 years ago
Lucy Nicholls
Inclusion Manager,
Somerset Partnership NHS Foundation Trust

All things around equality, inclusion, diversity and access for patients and staff.

Submitted on 03/09/2018 at 10:33
Published on Care Opinion at 10:35

picture of Lucy Nicholls

Hello -

Really sorry that you have had trouble getting through. The Patient Advice and Liaison Service (PALS) can help if you want to call them on 01278 432022 or email pals@sompar.nhs.uk.

I've forwarded your query to the service manager, and we'll see if we can put some more helpful wording on the letter.

I'm very sorry for the distress that this has caused you and hope we can sort this out.

Best wishes,

LUCY

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Lucy Nicholls, Inclusion Manager, Somerset Partnership NHS Foundation Trust 5 years ago
Lucy Nicholls
Inclusion Manager,
Somerset Partnership NHS Foundation Trust

All things around equality, inclusion, diversity and access for patients and staff.

Submitted on 03/09/2018 at 11:18
Published on Care Opinion at 12:16

picture of Lucy Nicholls

Hello,

The service manager has confirmed that the normal procedure is that if the staff member hasn't spoken with you, they will have phoned again after 5-10 minutes. Hopefully this happened and you have now been able to speak to them.

If not, please call the Talking Therapies service on 0300 323 0033 and one of our administrators will be able to take their details and re-book the assessment appointment.

Once again, apologies for the confusion but thank you for posting here.

LUCY

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