"Came in for Support & left feeling I'm being kicked out"

About: One Recovery Bucks / Aylesbury

(as a service user),

I came in to One Recovery to get support and to talk with someone. I spoke with a staff member, and told them that I had a bad time in December, and nearly killed myself. Instead of being supportive, I felt they put excessive pressure on me to join Structured Treatment, and then ask me to justify why I came to the service. I felt like they were kicking my crutches away, and threatening to remove the limited support One Recovery offers.

This is the second time after speaking with this particular staff member where I left the service in tears. I feel this staff member really doesn't have any understanding of how to speak to people with depression. I feel like they are confusing support, with berating someone for not making the choices they want them to.

I do need to come in and talk with someone, but I don't feel safe talking with this member of staff any more, so I will need to be assigned to someone else. And I also need contacting to let me know if One Recovery is an open access service that offers needle exchange and brief interventions to everyone, or if there is some other requirement for using needle exchange that I'm not aware of.

Responses

Response from Tracy Braddock, Service Manager, Inclusion 10 months ago
Tracy Braddock
Service Manager,
Inclusion
Submitted on 10/01/2020 at 16:33
Published on Care Opinion at 16:33


Firstly can I say thanks for taking the time to give us your valuable feedback of your experience using our Aylesbury service. Secondly can I apologise for the way you have been left feeling, this is never how we want the people who use our service to feel.

I can confirm to you that we do have an open access service open daily including a Wednesday evening, should people want to access for harm reduction, needle exchange, brief interventions and motivational work. This is available to all regardless of whether they access structured treatment or not. If you would prefer not to use our onsite needle exchange then we have needle exchanges being delivered from community pharmacies across Buckinghamshire.

We do understand the journey of change and realise that not everybody wants to or is in a position (for many reasons) to make changes to their using. Therefore our priority is to support people to maintain personal safety, offer support / harm reduction with their substance misuse and support other areas where it may be needed.

If you would like to speak to me directly about your experience I am more than happy to meet you in person or if you would prefer to speak to me by phone then we can do that. As I am not aware of your personal details can you contact care opinion with them or call into service and ask for me in person (leave your details if I am not on site) and I assure you I will get back in touch.

Can I apologise again for how you have been left feeling, be assured we can find a resolution so you can access and receive the help and support you need.

Kind Regards

Tracy

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Update posted by BucksGuy473612 (a service user)

I came in to the service today and met with the manager and the member of staff, to have a meeting to talk about the problem. They listened to me, and I felt understood, and got the issue more resolved. I am very happy with how One Recovery dealt with my complaint, and I'm happy that I now feel safe to talk with the member of staff, who I had the problem with last month.

Response from Tracy Braddock, Service Manager, Inclusion 9 months ago
Tracy Braddock
Service Manager,
Inclusion
Submitted on 13/02/2020 at 12:43
Published on Care Opinion at 12:43


Thanks for sharing your feedback after the meeting. It was good to catch up and talk through your concerns.

All the best.

Tracy

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