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Big promises. Little help

Posted By Single Dad

"Big promises. Little help"

About: Change Grow Live / Drug & Alcohol Recovery Service Rotherham

(as a service user),

I made the decision to get help for my alcohol problem so I contacted CGL Rotherham. I went for the group sign up session and was given an appointment for my first 1 to 1. Due to the COVID situation my face to face was changed (without my knowledge) to a phone call consultation. I found this out by making a call when my appointment was close as the partial lockdown had begun.

On the date of the phone appointment I didn't receive a call so I called CGL and left a couple of messages and sent an email asking what the situation was. I eventually got a call on 6th April. The call was positive and I felt the ball was now rolling and my next call was booked for the following week. CGL did call me on that scheduled day, but Id had a difficult night and needed a little time to gather myself and be switched on enough to listen to and act on any advice I was given.

This call never happened and now (end of April), Ive still had no contact. When I try they phone just goes to voicemail. I realise these are difficult times for everyone but if CGL cant help then they should just be upfront and tell me because my situation is  getting worse and I need some help.

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Responses

Response from Gemma Hewitt, Service Manager, Drug & Alcohol Recovery Service Rotherham, CGL 3 years ago
We have made a change
Gemma Hewitt
Service Manager, Drug & Alcohol Recovery Service Rotherham,
CGL

Submitted on 01/05/2020 at 14:41
Published on Care Opinion at 15:04

Thank you for taking the time to post your feedback on Care Opinion. I am sorry to hear that you were not communicated with in relation to the changes to your appointment and not being contacted on the agreed date. We should have contacted you beforehand to inform you of any changes to your appointments and contacted you on the agreed date.

I am also sorry to hear that you have made a number of attempts to contact the service without success.

It is important your experience is shared with the staff at our service. I will be sharing your feedback at our next daily morning meeting on Monday, highlighting the importance of communicating appointment changes, contacting at agreed times/dates and adding voicemails that outline alternative arrangements to contact the service.

I would like to make sure you receive the help and support you want and need. Could you contact us through Care Opinion or phone our office and leave your details on 01709 917 649 so we can make sure you get the support you need.

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