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I cannot get through on the phone

Posted By merchiston

"I cannot get through on the phone"

About: Community Mental Health Teams (CMHT) / Larne CMHT

(as the patient),

Why is it that no matter when I try to contact the Larne Mental Health Team, they don't answer the phone, or if they do, I'm cut off at some point. I have not been able to get any help at all. It is a hopeless system. It appears to be OK for the team and very strange that this platform I'm doing this message on is the only message ever done. I wonder why? Or do they not bother publishing any so that nobody gets to know about any complaints? Mind you, I do not expect mine to be published (or dealt with).  Every Social Worker or CPN I've had either leaves or is transferred to somewhere else, and any arrangement or promise is never fulfilled, leaving me where I was before and no improvement of my situation. Since my Dr left the service at Larne I have found it totally hopeless and I have never yet met their replacement. 

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Responses

Response from Heather McCarroll, Head of Service, Mental Health & Disability Services, Northern Health & Social Care Trust 4 years ago
Heather McCarroll
Head of Service, Mental Health & Disability Services,
Northern Health & Social Care Trust

Submitted on 11/12/2020 at 16:15
Published on Care Opinion at 16:37

Dear Merchiston

My name is Heather McCarroll and I am Head of Service for Adult Community Mental Health Services.

Thank you for getting in contact and sharing your story with us.

It is unfortunate that you were unable to access the Team via the phone, I have tried the number and the phone line is working so I would encourage you to ring again.

Unfortunately within Community Mental Health Teams, staff move on and this can on occasions be a challenging time for service users when their care is being transferred to a new staff member.

If you feel you would like to discuss this further do not hesitate to contact the Team Leader for the Community Mental Health Team.

Regards

Heather

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Update posted by merchiston (the patient)

Thank you Heather for your response and would like to apologise for any inconvenience I may have caused. It seems there are several numbers to ring for contacting Larne Mental Health Team. The one I had was actually via a main switchboard and I had to ask for Larne Mental Health Team (Im not sure where I was through to at switchboard). However at one stage I asked the operator for the direct number for Larne Mental Health team which got me through to Moyle Hospital, not LMHT, so they then gave me the number which I got through to in a few seconds. I have now been able to talk to the LMHT and I have a new CPN who gave me a phone appointment. Official letter received today (Saturday). Thank you.

Update posted by merchiston (the patient)

Further to my reply on 14/12/2020:

I am still waiting for my booked phone appointment to happen. However, I'm now wondering if I (the patient) was supposed to phone MHT rather than me to hear from them. As I have had pre booked phone calls from other organisations (like "good morning Larne"), they called me, not the other way around. So likewise that is why I was waiting for my booked appointment call from MHT as per their letter to me. It actually tells me to be available when they call. I waited but nothing happened. Not even any follow-up so that I could know what is happening.

Response from Leigh Morgan, Engagement Manager, Involvement Team, Northern Health and Social Care Trust 4 years ago
Leigh Morgan
Engagement Manager, Involvement Team,
Northern Health and Social Care Trust

Submitted on 16/02/2021 at 15:38
Published on Care Opinion at 15:38

picture of Leigh Morgan

Hi Merchiston,

My name is Leigh and I am one of the Patient Experience Facilitators here in the Northern Trust.

I'm sorry that you have had some issues regarding your booked telephone appointment. I have spoken with the team in Larne regarding your story. I'd be grateful if you could make contact with them directly on 0282826 6200. They are very happy to help.

Kind Regards,

Leigh

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