"Talk Liverpool"

About: Mersey Care NHS Trust / Talk Liverpool

(as a staff member),

The waiting list is too long, I was told it would take 6 - 8 weeks as I was high priority, it has taken 30 weeks! The team actually called me to cancel the referral at one point as they'd put me on the wrong waiting list, I had to question them to make sure they didn't put me at the bottom of their waiting list again.

They also sent me information by mistake with somebody else's personal details on.

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Response from Kim Guy, PALS Manager, Mersey Care NHS Trust

Thank you for taking the time to comment, TALK Liverpool have a number of therapies on offer within the service and some have longer waiting times, however we always try and put people in touch with additional support if required whilst they are waiting. We apologise if an error was made in regards to your referral and thank you for making us aware of this as we are always keen to make improvements and to prevent re-occurrences. Unfortunately we are unable to comment on your specific circumstances on a public forum however if you would like us to look into this for you please don’t hesitate to contact TALK Liverpool on 0151 228 2300 or the Patient Advice and Liaison Service (PALS) on 0151 471 2377.

The Trust has a reporting mechanism in place to ensure that all adverse incidents which relate to data loss/data breaches are reported and investigated. Each incident is reviewed with relevant actions taken to prevent reoccurrence of these incidents. All staff complete annual Information Governance Training and are aware of the duty of confidentiality they owe in respect of the handling of confidential information.

Again do not hesitate to contact PALS if you wish to discuss things further,

Kim Guy

Patient Experience/PALS

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