Contacted Seward lodge to simply find out if they had received a referral for my Mother. Spoke to a secretary who did not listen to what I called for and just spoke at me about NICE guidelines. My Mother has advanced dementia and I am at my wits end trying to get some help. All I wanted was some advice rather than a very defensive uncaring attitude. A friendly ear would have been nice as at the moment we are receiving no support from anyone and its really hard. Perhaps the secretary could put themselves in our position rather than making an assumption and not listening.

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Response from Seward Lodge (E & N) Outpatients (Mhsop)

Thank you for your comments, the team at Seward Lodge are really sorry and disappointed that you had such a poor experience of our service in August last year. We will be reflecting on your experience, and the negative impact this has had on you, as part of our learning. If you wish to discuss this matter further please contact me on 01992 50838 or Mary Stephenson, Complaints and Service Experience Manager on 01707 253916.

Kind regards

Thomas Makoni

Team Leader