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"Discharged erroneously and a general lack of competent administration"

About: South West London And St George's Mental Health NHS Trust

(as the patient),

Immersive Reader

My GP referred me for both ASD and ADHD, at the end of May, via the Kingston & Richmond Assessment Team. My referral for ASD was sent over to Your Health and my ADHD referral was sent to St George's Mental Health.

The St George's Mental Health team somehow got ASD and ADHD confused and discharged in mid June me shortly after my initial referral because I was supposed being treated by Your Health for ADHD which was false. My GP had to resend my ADHD referral, at the start of July, with an additional document to clear up that I am being referred to different services for different conditions.

We are now in October and the St George's Mental Health team have not done anything. Upon contacting them they claim that my GP has failed to complete certain documents that they claim to have sent over electronically... however my GP never received any documents to complete at any point during this process. I request more information as to what documents had been sent over, so I am able to chase up with my GP, but I was refused. I was not even told how many documents my GP was meant to have and complete. I requested that they resend the documents which they claimed would be done in October at yet my GP did not receive anything yet again.

Your Health, the service used for my ASD assessment, managed to correctly use the electronic system to rely documents with my GP so I can only assume that St George's Mental Health team is struggling with their admin processes.

The waiting list to get assessed for ASD or ADHD are in excess of a year so to have my referral stuck in limbo due to the maladministration of the St George's Mental Health team is completely unacceptable.

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Responses

Response from Jane Healey, South West London and St George's Mental Health NHS Trust 2 years ago
Jane Healey
South West London and St George's Mental Health NHS Trust
Submitted on 11/11/2022 at 08:36
Published on Care Opinion at 08:44


Immersive Reader

Dear guideqx73

My name is Jane and I am one of the Experience and Governance Leads for the Trust; I was sorry to learn of your experience.

Having read your review I believe that you already have a complaint open which we are investigating; however, if this is not the case, and you wish to make a complaint, you can do so by emailing complaints@swlstg.nhs.uk or by calling our PALS line on 0203 513 6150

Kind regards

Jane

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Update posted by guideqx73 (the patient)

Immersive Reader

Following the PALS complains procedure I have received a response 30 working days after I made my complaint; they failed to inform me that there was a delay past the 25 working days as required. The response fails to follow the correct complaints response procedure and omits key pieces of information among many other significant issues. Ultimately the Trust is trying to pass blame onto my GP while not providing any evidence to back up their claims. This is after I had provided the Trust and complaints team with factual chronology of events with reference to clinical notes as provided by my GP. I have been informed that my complaint was closed when the Trust posted their response and that I need to wait another 40 working days, until the end of January 2023, following my request for them to reopen my complaint and to correctly respond to said complaint.

I will be contacting the PHSO should the Trust not respond to my initial complaint correctly within the maximum of 40 working days.

Response from Jane Healey, South West London and St George's Mental Health NHS Trust 2 years ago
Jane Healey
South West London and St George's Mental Health NHS Trust
Submitted on 28/11/2022 at 09:59
Published on Care Opinion at 09:59


Immersive Reader

Dear guideqx73

Many thanks for your feedback. I am aware that we have corresponded directly about your complaint response and the Trust has apologised for the delay in your initial response. Your complaint has now been reopened in line with our complaint procedure and will be reinvestigated by one of my colleagues who will make contact with you during the investigation.

Please do not hesitate to contact her directly if you have any queries or concerns.

Kind regards

Jane Healey, Experience and Governance Lead.

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