"I was never rushed"

About: North West Boroughs Healthcare NHS Foundation Trust

(as the patient),

I have had quite bit of support over recent months from the home treatment team for Warrington and Halton. Apart from a couple of members of staff whose attitudes were problematic which I won't dwell on. On the whole those who have dealt with me have been very much appreciated for the support and time which they have provided during this period of being unwell.

As someone who finds it hard to reach out for help, the team where possible have been understanding and tried to make communicating at this difficult time easier. Apart from the exception as mentioned previously. They have also responded providing appropriate out of hours support where necessary.

A special thanks must go to Danny whose approach has allowed me to feel at ease and never rushed whilst being distressed and particularly unwell. His approach to his job makes communicating in difficult circumstances easier. I know this is no easy task in such a busy team. Also a mention goes to Gill who has also provided much appreciated support at difficult times. I have had contact with other members of the team who approach has been good. On the whole I feel the team does a good job in what is a demanding role. The couple of unhelpful instances could of been improved by change in communication style to meet the individual needs.

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Response from Jacqui Sellek, PALS Coordinator, 5 Boroughs Partnership NHS Trust

Dear Bugs

Thank you for taking the time to post your comments following your experience of our service. We greatly value all feedback and your kind comments are much appreciated. We understand that there were aspects of your experience around communication which you consider could be improved. You may find it helpful to discuss the matter further and if so, we suggest you initially contact our PALS service (Patient Advice & Liaison Service) on 01925 664014/01925 664450. Our PALS staff will be very pleased to help you.

Please be assured that we will pass on your comments to the relevant staff who will be delighted to hear from you.

With kind regards

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