"A new and welcomed experience of response to complaint"

Having had a difficult experience with mental health services where I proceeded with an official complaint, I am feeling a great sense of calm and release of much pent up frustration after receiving their response today. 

I very much appreciate the clarity in the response and the acceptance by a doctor for misunderstanding me without pathologizing me for this misunderstanding. An offer of acknowledging this by means of reissuing the original letter where I became aware there was a misunderstanding is for me, a new experience of mental health services and I am very grateful for this. 

I wish to express my gratitude to this doctor and make it known that they have restored some sense of belief and hope in me that either: change is happening in mental health health services regarding treatment of those who use their service, or it may be that this is an example of good practice that may have always been this doctors approach. As I did not experience treatment from this doctor for a long period of time I cannot say if this is or is not a typical approach they takes. I can however, say that I always felt heard and listened to by them and as such was disappointed by the afore mentioned letter. This was a discharge letter, and had I not been discharged (this was at my own request) I would have discussed this directly with them rather than proceeding with an official complaint.

Differences in communication has often contributed to misunderstandings throughout my many years using mental health services from all parties, myself included. This is often the case in many areas of everyone's life and is a part of existence. This difference in communication can be as a result of our  social, political or cultural backgrounds and I have learned that transparency and authenticity is essential to ensure I am understood and I understand others. 

I feel for me this is a new and valued experience of being understood and I wish to express a  huge thank you for this much needed response to a difficult year. 

I would also like to express my gratitude and thanks to the complaints department for their continual contact with me throughout to update me on the progress  due to the delays and the courteous and polite service they offered. 

A nice start to the Christmas break and ending of a tough year as we are all enduring the impacts of the pandemic.