"Out patient assessment"

About: Tolworth Hospital

(as a carer),

I took my mum for a mental health assessment at Tolworth Hospital. I had to book patient transport as her mobility is impaired by physical health needs. The transport was on time and the driver could not have been kinder or more helpful. He spoke directly to my mum and only referred to me when her answers were confused.

At the clinic the receptionist came out of her office to greet us and help with the wheelchair accessible lift, again so pleasant in her dealings with us. We didn't wait long and were seen by a dementia nurse who had made space for us (with wheelchair) in a very small office. He was very gentle with mum, explaining his role and speaking directly to her in a calm and reassuring way. My mum enjoyed the 'chat' and all the reminiscing it entailed. I felt he managed the appointment exceptionally well without causing mum any distress.

I had previously had to cancel an appointment here as mums health fluctuates so much and the receptionist/administrator has been so helpful in rearranging the appointment and giving me information on transport. She went out of her way to assist. The care was exceptional. The only thing that could have been better was to have an office which had better wheelchair access.

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Response from Claire Reid, Senior Patient Experience Co-Ordinator, Patient Experience Team, South West London and St George's Mental Health NHS Trust

Dear Gurnard,

My name is Claire Reid and I am the Senior Patient Experience Co-Ordinator for the Trust. Many thanks for your kind words about the memory clinic. I will pass along your comments to the staff. I'm glad you had a good experience from the outset, from the driver of the transport, to the administrator and the dementia nurse. I am pleased that your mother wasn't distressed through the process.

I will send your comments about wheelchair access, though efforts had been made to make space in the office.

Many Thanks

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