"Helpful therapist but abrupt telephone answering"

About: Inclusion Matters Liverpool

(as the patient),

I was referred to Inclusion Matters by my GP. I was depressed and believe I was suffering from OCD. My GP warned me that there would be a wait. I was very shocked by how long it took to see a therapist.

Overall, "IM" was well run and I was kept well informed. There was one slight hiccup at the start - I received a letter on a Monday morning citing my appointment for that afternoon. When I called IM to explain I could not attend (due to work and lack of notice) the lady I spoke to was abrupt, lacking communication skills and seemed to take the issue as a personal slur on her character.

In the field of dealing with service users who require help with their mental health I'm sure she has to deal with difficult people. This is no excuse for her behavior - she should know that not everyone is like this.

My therapist, Michaela, was nothing short of excellent. She has excellent communication and interpersonal skills. The first two sessions was about me detailing my problems with OCD. She was relaxed and non-judgmental and I felt completely at ease. By just talking to her during the 1st session I felt better already.

I felt totally involved in my own treatment from the start and the whole treatment was well structured.

Thanks to the treatment I feel better than I ever have before. My issues have been dealt with - I just wish I had done this years ago.

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Response from Heather Clarke, Manager, Inclusion Matters

Dear Bar89

Thank you for taking the time to send us this feedback. I was particularly pleased to hear that you felt involved in your own treatment as this is what we strive to achieve for the people we work with. It is so rewarding for our staff to know what a difference they have made, I will ensure that Michiela gets your feedback.

Regarding our waiting lists, we know any waits can be frustrating. They are reducing and we are doing all we can to improve them further. I am very sorry however to hear that you were so unhappy with the communication with the member of staff you spoke to. If you would like to contact me directly I assure you I will look into this as we take such feedback very seriously.

I am therefore very pleased that the rest of your experience was so very positive and wish you all the very best for the future.

Kind regards


  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

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