Text size

Theme

Language

"Alcohol and Substance Abuse Care"

About: Inclusion Recovery Hampshire / New Forest Royal Bournemouth General Hospital The Arnewood Practice Milton Medical Cen

(as the patient),

After battling alcohol and substance abuse for over a year, I finally succumbed, seeing no way out, to the dreadful decision to take an overdose.

After an ambulance being called I was admitted to Bournemouth Hospital and the care I received, in particular the assessment from the mental health team, was incredible and have today made me use this to take the step needed to recover from this dreadful addiction. The nurses and staff at MMU Bournemouth were incredible, my thanks go out to them wholeheartedly. I'm sorry but I don't recall each of their names now.

On my being discharged I visited my GP Practice immediately, for further referrals and was equally impressed how the matter was handled by my doctor at Arnewood New Milton surgery. I have attempted to broach the subject on many occasions prior, but always came up with an excuse and left the surgery, not mentioning it. I was sorry it came to such potentially catastrophic measures to bring attention to it, but at least I recovered a dreadful experience only thanks to those mentioned above and am now starting to recover with the care and support of my local NHS Services.

Being determined to not slip and keep the process going I followed up with a self referral by my doctor to 'Inclusion New Forest', I called them outside the surgery and was told I can drop in as they are open that day from 10 until 4pm. I went along to to the address, un-named, un-numbered and un-marked, I was a little distressed to have to ask around as to the whereabouts of the 'Drug & Alcohol Service' advertised to be at 'Parkland Place' but was determined to not abandon it and leave, as I knew if I did, I wouldn't return and may well relapse within 24 hours. Upon eventually finding the place, behind completely closed blinds, I stated to the person at reception I would like to self refer based on the information given to me by my GP, I was rather dismayed when they said; well, we're not really open today, I had stated I had called first and told to come down and they replied ..well they shouldn't have told you that, we're only open Tuesdays and Fridays.... I'll see if anyone's around...

Even now I'm surprised,  I didn't walk back out..

I was then approached by an unknown person who simply said; You here for a chat and pack? I said I have no idea what that is, while stopping myself leaving at that point, they ushered me through to another room and went through some very basic questions and said I should expect an assessment within 2 weeks.

I must admit this last visit was in stark contrast to the incredible service and support received at Bournemouth hospital and Arnewood surgery, I felt let down by the reception at Inclusion New Forest in New Milton at such a difficult time.

In almost every other circumstance I would completely accept these things, but when you're on a knife edge to carry on with attempting recovery or slipping completely it's just at that time that those first steps are so important.

Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from James Rowden, Patient Engagement and Clinical Liaison, The Royal Bournemouth and Christchurch Hospitals NHS Foundation Trust 6 years ago
James Rowden
Patient Engagement and Clinical Liaison,
The Royal Bournemouth and Christchurch Hospitals NHS Foundation Trust
Submitted on 09/10/2018 at 16:48
Published on Care Opinion on 10/10/2018 at 10:46


Dear DunkUK101

Thank you for taking the time to contact us with your comments about the care you received in Royal Bournemouth Hospital, I will pass on your reflections of your experience to the teams involved.

I would suggest that you contact your GP regarding your experience and concerns regarding Inclusion New Forest in New Milton as your comments need to be forwarded to them for investigation. Unfortunately we do not work under the same management structure,

I would encourage you to either contact your GP surgery directly or Southern Health NHS Foundation Trust and raise it with their Complaints and Patient Experience team on 023 8231 1200.

Kind regards

The Patient Experience Team

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Jane Wilcock, County Manager, Midlands Partnership University NHS Foundation Trust 6 years ago
Jane Wilcock
County Manager,
Midlands Partnership University NHS Foundation Trust
Submitted on 10/10/2018 at 16:07
Published on Care Opinion at 16:20


Dear Sir/madam

I very sorry to hear of your experience at our New Milton service. We try to offer all who come to us a warm welcome and it is clear you didn't receive what I would of expected of our service.

I do hope you would continue to get support from us?

Appreciate it if you would email me directly and I will arrange for one of our managers to meet with you. My email address is: Jane.wilcock@mpft.nhs.uk

I look forward to hearing from you

Kind Regards

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Gary Hutchings, Service Manager, Isle of Wight, Inclusion 6 years ago
We are preparing to make a change
Gary Hutchings
Service Manager, Isle of Wight,
Inclusion
Submitted on 11/10/2018 at 13:35
Published on Care Opinion on 12/10/2018 at 09:47


picture of Gary Hutchings

Thank you for taking the time to give us your feedback DunkUK101.

I am very sorry to hear that you have had a bad experience when accessing one of our services. The New Forest is of course a large area and due to the resources we have available we offer three 'satellite' services. We offer services in New Milton, Totton and Ringwood. As a result of this we can only offer certain days and times for open access but we always ensure there is someone available on the other end of the phone on 0300 124 0103 option 6 during the day so that we can enable people to access support as soon as they need it whether this be telephone contact, a face to face meeting or even a home visit. We also have an out of hours helpline on 0300 330 2001 for people to use between the hours of 17:00-09:00.

It is clear that you did not have this information when you contacted us so we are now in the process of re-sending our timetable and details to our partner agencies as a result of your feedback.

We are also aware that the building in New MiIton is not sufficiently marked and we are in the process of designing and ordering signage for the front of the building and frosting for the external windows with a new design. I would very much like to invite you to be part of this process due to your personal experience so that we can make sure we cover every possible issue as best we can. We have also been in contact with the local community groups to listen to their ideas regarding how the building is identified.

We have a very experienced and dedicated team in the New Forest so I am glad that you were seen on the day you attended, although we would have liked the contact to be much more comprehensive as you have outlined. It is always good to have as much information as possible on our first contact with someone who is using our service so we are in the process of investigating what happened on that day and whether we had contact with your Doctors surgery and the hospital if you were happy for us to do so?

The most important element of this is that you receive the support you need so I would again invite you to make contact with the service on the number provided above. You can also contact my manager Jane Wilcock as stated in her reply, or myself on gary.hutchings@mpft.nhs.uk so that we can ensure you have a positive experience of Inclusion New Forest from this point onwards. As mentioned previously, we always try to consult with our service users to make their experience as positive as possible and I would also like to invite you to our next service user forum. Please contact me for details as well as referencing our website on www.inclusionhants.org for further updates and timetable information.

I would again like to thank you for your feedback and I apologise that your experience was not a positive one up to now.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k