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Care Opinion

Trouble accessing Talking Therapies Service, Somerset

Posted By The Old Coach

"Trouble accessing Talking Therapies Service, Somerset"

About: Somerset NHS Foundation Trust / Adult community mental health

(as a service user),

After referral I received a letter asking me to call a 0300 number to "schedule a suitable  and convenient appointment to speak with one of our clinicians".  I called this number on three occasions and each time entered a call queue which failed to diminish each time over 10-15 minutes of waiting, so I decided to abandon any further attempts. In due course I received another letter informing me that I had been discharged from the service as they had not heard from me and that I should make an appointment to "see my GP" if my symptoms should deteriorate!

Recently it has been the norm that one cannot "see" but only hear one's GP as only appointments for telephone calls are offered. This is a risky and vicious circle for those who already have a vulnerable state of mind. I don't intend to "do anything stupid" but I wonder what others may do...?

Covid-19 should now be seen by the NHS as endemic and cease being the blanket excuse for severe rationing of face to face consultation and routine hand to skin examination of patients who need and are entitled to a higher standard of care.

 

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Responses

Response from Marc McDonagh, Service Lead, Talking Therapies, Mental Health & Learning Disabilities Directorate, Somerset NHS Foundation Trust 2 years ago
Marc McDonagh
Service Lead, Talking Therapies, Mental Health & Learning Disabilities Directorate,
Somerset NHS Foundation Trust

Lead a primary care psychological therapies service.

Submitted on 30/06/2021 at 18:25
Published on Care Opinion at 18:25

Dear The Old Coach

I'm sorry to hear you had this experience. We are aware our number can be difficult to get through on at times. We are looking at ways we can make it more accessible.

After your referral we would have called you a number of times on the numbers you gave us, but were clearly unable to reach you. Only then would we have sent such a letter, which we call an 'Opt-in Letter', used to try and establish contact with the patient. The letter also contains an email address for Referrals. Please email us to clarify you are still interested and confirm your phone numbers. We will then persevere in calling you. The email address is SPTTReferrals@somersetFT.nhs.uk

We are currently planning a change in our service, whereby new patients will be able to book their own first appointment online themselves. This will come into effect in early July. I hope this will prevent yourself or any other patients experiencing such difficulties.

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