"Not helping me nor professional"

About: Somerset Partnership NHS Foundation Trust / Adult community mental health

(as a service user),

The feedback I want to give about this service is that they have been hopeless!

I received a letter informing me that my initial assessment would be conducted via a telephone call.  They were to phone me at 2pm and I was informed in the same letter that if I missed said appointment or did not complete the online forms beforehand I would be discharged from the service.  I arranged to be at home for the call and ensured I had filled in all the paperwork.  I was told the call would last between 34 & 45 minutes.

At 2.20pm no-one had rung me and worried that I would be discharged I rang them to enquire about my telephone appointment.  I wasn't able to speak to the named person on my letter but they assured me my appointment was registered.  

Around 2.30pm (ten minutes after my call to them) I received my phone call but all they did was blather on about how busy and how behind they were.

While this may have been true I pointed out that that wasn't my problem, again they said they were running really behind and asked if I wanted to carry on with the session.  I said Yes.

This person then asked me some data storage questions but were acting very hesitant so I asked if they were ok. They told me they were a little bit lost with the different policies and continued telling me about their problems.

This was not helping me at all nor was it professional and so I said I couldn't talk to them and added that I wanted to end the call.

More about:


Response from Marc McDonagh, Service Lead, Mental Health & Learning Disabilities Directorate, Somerset Partnership NHS Foundation Trust 3 weeks ago
Marc McDonagh
Service Lead, Mental Health & Learning Disabilities Directorate,
Somerset Partnership NHS Foundation Trust

Service Lead, Talking Therapies

Submitted on 06/03/2020 at 11:39
Published on Care Opinion at 13:16

Dear chassismf67

I believe your post is about our service, Talking Therapies, and I'm very sorry to hear you've had such a poor experience. We are always keen to look into such experiences to see what went wrong and use the learning to improve our ways of working. Unfortunately without further details, it is hard to look into what happened here. If you feel able to, I would welcome the chance to discuss your experience with you directly. Please call me on the number below.

We offer all patients an initial telephone assessment and it is important that clinicians keep good timekeeping around such appointments. You experienced the therapist as distracted and hesitant about what they were doing. Finding out more will help us offer effective support and training to the clinician.

Thank you

Marc McDonagh, Service Lead. M: 07733 311654

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