"the same poor therapeutic standards as ever"

Been treated by the maudsley trust for some years as an inpatient and by Home treatment teams (x3) and their community teams and have continues to encounter the same low standards of treating clients like zoo animals and their nurses are more like zoo keepers. As a professional myself I recognise the traditional tribalism of psychiatric staff , making it impossible for clients to complain against individuals and their poor practice. The home treatment teams main job is to keep admission beds clear, blocking any voluntary admissions and hypocritically challenging clients on how well they know their own illness then preaching the need to be aware of ones on deterioration.

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Response from Bill Berry, Patient Experience Manager, Patient Public Involvement Team Organisation and Community Directorate, South London and Maudsley NHS Foundation Trust

Dear last week

Thanks for posting about your experience of using our services. We are sorry to hear that you had such a negative experience. I'd like to respond to the various issues in your post.

Your comments about staff making it impossible to complain, I'm not sure what you mean by this as every person who uses an NHS service has the right to complain and we have a dedicated complaints department who can help guide service users through this process. In our Trust the Director of Nursing reviews all complaints and sends out a formal resposne. If people are unhappy with that they can escalate the complaint to the Ombudsman. If you felt that complaining could impact on the quality of the care you subsequently received then you could of course raise that with the Trust.

You are right about the function of our home treatment teams.they provide a community based service to support people, aged 18-65, at home, rather than in hospital. Our service helps to avoid the stress, anxiety and upheaval that can happen with a hospital admission. Our team includes both health and social care staff. We determine what clinical services people need to be referred to in order to meet their mental health needs. For people who require hospital admission, we provide a rapid secondary assessment service, but we try to treat as many people as possible at home.

Finally your comment about staff treating service users as Zoo animals and our nursing staff as Zoo keepers is regretable. Our nursing staff work hard to deliver high quality care and I know in the vast majority of cases that's what they do. Sometimes though we don't get it right and in those circumstances when we don't meet those high standards and we get feedback we respond accordingly and try to learn any lessons and strive to make improvements where necessary.

I would be happy to discuss your comments in more detail so if you want to contact me directly I'd be more than happy to talk with you.

Kind regards

Bill Berry

Service Improvement Manager

Patient and Public Involvement Team

South London and Maaudsley NHS Foundation Trust

Maudsley Hospital



M: 07825180472


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