"Let down time and time again"

About: Livewell South West

(as a carer),

My partner has been a long term sufferer of mental health issues including suicidal thoughts and has waited a long time (as do many) for an appointment with Avon house at Mount Gould Hospital in Plymouth. She, after a "mix up" finally received an appointment for mid-June 2015 so feeling a bit positive that professional help is nearer my partner and myself attended the meeting with a doctor who after over an hour of discussions including, telling him that on a previous meeting with an agency called Choices how she was made to feel unimportant worthless and not being listened to, we left thinking he seemed like he understood and and was willing to get a few things put in place after speaking to some colleagues which was very reassuring for both of us. Having left the meeting feeling a little upbeat we then waited for a letter from the doctor which would be within 1-2 weeks telling us the outcome of his talks and what help was going to be available but, having heard nothing my partner decided to phone in mid-July 2015. Speaking to the doctor's secretary my partner was told that she wasn't even on the system and there was no record of the appointment despite holding the letter in her hand on the day we attended! ! ! and was also told that she would speak to the doctor and call us back so we waited and waited and yes you guessed it no phone call! ! So today, we decided to call and see what the reasons (or excuses) was for no phone call only to be told that due to a computer error the appointment was marked as DNA Did not attend! ! ! now whilst I understand computers do go wrong medical appointments are usually manually typed in by someone at the reception desk when you arrive so needless to say my partner went into meltdown feeling totally let down again. The receptionist told her that she would go and have a chat with the doctor and see what has happened so we expected another dead end and no call but, within the hour had a call back from the doctor himself telling my partner that due to a computer error and the secretary not copying and pasting all the paperwork including all the personal things shared with him at the meeting and everything else my partner had to explain it had not reached the filing system and had been shredded before being checked it's on the system so would she be prepared to go through it all again whilst on the phone now at this point you can probably imagine the state my partner was in and that wasn't an option so the doctor asked her to attend tomorrow to repeat herself again. Well, needless to say that isn't going to happen, as I won't allow her to go through this let down procedure time and time again as I am now going to be taking the matter further.

Luckily my partner has a Family support network around her but god forbid ANYONE being in this situation without ANY other support as the consequences are unimaginable and it would be another preventable failure by the professionals who are supposed to be there to help but when they can't even get a simple procedure like filing and internal communication right what hope, trust or faith is there?

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Response from Kirstie Spencer, Head of Health, Safety and Security, Livewell South West

Dear Furious Carer,

I'm very sorry to read about the service you have received and would like to apologise on behalf of PCH as this is not the usual standard of service which I would expect.

I would be very grateful if you could contact the Customer Services Team directly so that they can support you to ensure a thorough investigation takes place and your partner receives the services she needs.

The telephone number for Customer Services is: 01752 435201.

Once again, thank you for raising this through Patient Opinion and I hope we can resolve this for your partner very soon.

Kind regards

  • furious carer thinks this response is helpful
    {{helpful-1}} other {{helpful-1 == 1 ? "person thinks" : "people think"}} so too