"Good service but many months waiting"

Dear 'AE2013',

Thank you for leaving your feedback with us.

I am pleased to hear that you benefited from your sessions with Judith. I am, however concerned to hear that there were aspects of our service with which you were not satisfied. I have looked into the way your care was managed, but obviously this is not the forum in which to discuss this in detail.

We do all we can to accommodate specific requests patients make concerning their treatment but occasionally this can lead to slightly longer delay’s and this is especially difficult when it coincides with periods of staff illness. I am sorry that you experienced a longer than average wait for treatment and if you would like to discuss this further please contact me on 0151 922 5729 and I will arrange for you to speak to one of our managers.

The ‘depression’ form to which you refer is a standard measure used by all IAPT services and is completed with all patients on a weekly basis. We ask patients to do this in the waiting area so that we can use all the interview time we have with them to discuss their problems and concerns. However I will take the opportunity your feedback has provided to remind all my colleagues that if patients prefer to fill in these forms in the interview room rather than the waiting room that choice should be accommodated. Thank you for reminding us of this issue.

I wish you all the best for the future,

Elizabeth Lovell