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Manager my /duty don’t ever call back

Story from nhs.uk

"Manager my /duty don’t ever call back"

I’ve been at Ramsgate house for many years due to having sever mental health problems and I’ve alwwys found the level of care to be good however this is been dramatically reduced over the last few years .

If you have any issues you call up to speak and discuss this with the manager of that team despite several requests for a call back to discuss these issues the manager ( she ) never calls you back which is so frustrating . Most of the time if your in distress and you need to call up to speak to the on duty

CPN nine times out of ten they don’t call you back either .

Some people are waiting 18 months for a care coordinator/CPN and most times they have given someone’s whi is experienced in CMH or a given someone who is just qualified and are not experienced enough to deal with certain patients mental health problems .

The phone service is diabolical you can never get through to anyone and if you do your greeted with an answer machine service and if you leave a message it’s usually picked up several days later and if your in severe distress several days later defeats the object of having a duty CPN for that day .

Patients have been promised better CMHT services ,better access to CMHT services ,CPN,care coordinators for the last three years yet still nothing has happened and patients are suffering because of this .

I have tried to discuss with the chief exec of GMMH and GMMH as a trust but you just get fobbed off with poor excuses .

This service needs to be looked at and improvements need to be made

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Responses

Response from Greater Manchester Mental Health NHS Foundation Trust 6 years ago
We have made a change
Greater Manchester Mental Health NHS Foundation Trust

Submitted on 02/05/2019 at 11:39
Published on Care Opinion at 12:10

Dear Anonymous,


My name is Ehrin and I am the new Team Manager at Ramsgate House. Thank you for taking the time to provide us with your feedback. I would welcome the opportunity to discuss your concerns and experiences personally if you would like to get in touch.


I am passionate about service users and carers having a positive experience with our community mental health services. I am sorry you are having such a difficult time and are feeling unsupported by our community mental health team.


I can assure you that recently we have been making great changes to the service that is provided by Ramsgate House and as a result of this no service user is having to wait 18 months for a care coordinator.

Our staff do have a great deal of experience and we are proud to offer newly qualify staff the opportunity to develop as practitioners with supervision, support and guidance here at Ramsgate House. The process of allocating service users to care coordinators does involve reviewing the service user’s notes and risk assessments to establish the level of care the service user requires. Service users are not allocated without any thought.

We acknowledge that there have been issues with the phone service at Ramsgate House and we are in the process of making Improvements to this. Hopefully your experiences of the phone service at Ramsgate House will improve in the near future following these changes.

It is important that all service users and their carers experience our staff to be caring and compassionate. These are our Trust values and the behaviours that the people we care for said were important to them and that professionals said were at the centre of being a nurse, doctor or care staff member.


We aim to maintain a trusting, supportive relationship with our service users and will continue to listen to the people we care for so that we can continually improve.


If you would like me to look into your concerns further, please contact me directly on 0161 358 0732 or email Ehrin.Miller@gmmh.nhs.uk.

Best wishes,
Ehrin Miller

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