"There is no point in complaining"

About: Northern, Eastern and Western Devon CCG Devon Partnership NHS Trust / Crisis resolution Devon, Cornwall and Isles of Scilly

(as a service user),

The CCG want me to link back in with Devon Partnership Trust Mental Health Services. I suffer with long term diagnosis of Complex Post Traumatic Stress Disorder, and have previously had such bad experiences with DPT employees including Previous Chief Executive/ Pals and Complaints Team/ Senior Managers and Executives/ Crisis Team / Care Co- ordinators etc that have added to my Trauma instead of reducing it.

I have had recent experience of Crisis Team, which was as bad as previous experience.

My GP is very concerned, as they didn't realise how unsatisfactory Devon Partnership Crisis Services are for a person who has been needing high level support.

There is no point in complaining to Devon Partnership Trust Pals and Complaints Team as this has happened in the past. Then they passed it to people who were not fully aware of the situation and made a mess of the investigation which added more to my distress. In my opinion they did a cover up and blamed me the patient for their errors. Not much point in asking patients to take their Complaints forward with the Trust when they can never get it right in all the years I have previously been linked in to them.

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Response from Communications & Engagement Officer, Devon Partnership NHS Trust

Thanks for leaving your comments about our services. We are extremely concerned that you have had such an unsatisfactory experience with so many members of our staff. We understand that you have raised a formal complaint about your contact with the Crisis Team in particular and we will be investigating your concerns thoroughly. If you feel it would be helpful to meet a senior manager to discuss your concerns please get in touch with our PALS team who will arrange a meeting at a time to suit you. You can contact them on freephone 0800 073 0741 or by email dpn-tr.pals@nhs.net

If we are unable to resolve your complaint in the way that you want, you have the option of taking it to the Health Service Ombudsman who will make further investigations on your behalf. Contact their helpline first to discuss your complaint on 0345 015 4033.

There is also an organisation called SEAP which can provide independent support to you to help you make your complaint. SEAP can be contacted on 0300 343 5707, by email info@seap.org.uk or via their website www.seap.org.uk.

We look forward to hearing from you.

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Update posted by Crisis Ha (a service user)

May I remind the Devon Partnership Trust that I have taken matters to a Higher Level and through your Pals and Complaints Dept on many occasions and so have Solicitors and Mental Health Advocates and even my MP and got nowhere or have led to my being discriminated against by Devon Partnership Trust.

I have tried the Ombudsman and something called ICAS, but due to the Extreme Anxiety I have been caused by matters being passed around and around in a never ending circle have felt desolate and suicidal.

It is my GP that has raised a Complaint against the Crisis Team and which has been copied to Devon Partnership Trust.

I do not want to contact your Pals Team, as it was their involvement and the way they passed it backwards and forwards internally with others that messed it all up previously, ie. I therefore have no trust at all with Dpt Pals and Complaints Team.

Response from Peter Brain, Volunteer, Healthwatch Devon

Dear 'Crisis Ha'

This comment and the response has been passed to us at Healthwatch.

This reported experience has been unacceptable to you given the history which you have spelt out. You need to trust your GP to take the matter further.


If you wish to discuss your health or social care issues with us in confidence, including receiving advice or information about services, please call 0800 520 0640, or email info@healthwatchdevon.co.uk or go on-line to www.healthwatchdevon.co.uk.

Yours sincerely

Peter Brain


Healthwatch Devon is the consumer champion for Health and Social Care in Devon.

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Update posted by Crisis Ha (a service user)

Dear Peter Brain,

Thank you for your response and feedback in your role as a Volunteer for Healthwatch Devon.

My response is that I do Trust my GP to take this matter further. I have left this matter in their hands. They have written to 'Safeguarding Vulnerable Adults" at Devon County Council plus copies to others....including the current CEO of Devon Partnership NHS Trust.

It is the Devon Partnership NHS Trust "that I do not Trust" and my GP is Fully Aware of This.

At this moment in time I am unaware of response of their investigation as I,ve not had appointment with my GP for a number of weeks.

I am currently awaiting feedback in the post or by copy in from either my GP Practice or via Devon County Council "Safeguarding Vulnerable Adults".

My comments on Patient Opinion website are not part of my GP representations, but mine separately.

Crisis Ha

Response from Communications & Engagement Officer, Devon Partnership NHS Trust

Thank you for your further comments. Your GP has contacted us about your care and we'll be responding as soon as we've properly looked into the issues that have been raised. We are doing everything we can to make sure that you have the support you need.

Best wishes.

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Update posted by Crisis Ha (a service user)

Having checked with my then GP (who has since retired) and viewed various documentation surrounding the Formal Complaint and Safeguarding Vulnerable Adults issues and NHS Fully Involving Patients I feel that Devon Partnership NHS Trust "Did Not Properly Look into The Issues that Had Been Raised" against the Crisis Team workers who saw me at Exeter A & E and their subsequent actions and the unsatisfactory follow up from the Crisis Team telephone helpline advertised in DPT out of date leaflet handed to me by the male crisis team member outside my home on the day the GP had referred me for urgent in patient/or safe house crisis care due to my severe panic attack (linked to confirmed professional diagnosis of Complex form of Post Traumatic Stress Disorder) at his surgery and associated severe suicidal thoughts (on previous Occasions leading to suicidal actions).

Response from Ruth McClelland, Communications & Engagement Officer, Devon Partnership NHS Trust

Dear 'Crisis Ha'

We are very concerned to hear that you think we are not investigating your concerns properly. We want to reassure you that we will do everything possible to find a resolution. Please keep talking to us and letting us know how you are. Do you feel able to get in touch again so we can set up a meeting to talk things through?

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