"Bad experience at Caludon centre"

About: Coventry And Warwickshire Partnership NHS Trust / Inpatient mental health care

(as a relative),

I have a family member at the Caludon centre at the moment and I have to say that the whole place is just a shambles. My sister doesn't feel listened to and I have to say I can understand why. I've tried to raise this with staff but the impression I get is that she is just viewed as another demanding patient. She has raised the issue of food choice and that she doesn't like the choices available, she was told there is plenty to choose from. She requested the pillow be changed because it was dirty, she was told there was no more. She now feels that she can't ask for anything because she is made to feel an inconvenience. The staff just seem to pass the buck and tell you to call PALS. What a joke of a service that is. I've called a total of 9 times over the past few week and no one EVER answers the phone. I even spoke to a member of staff once and they have never responded to my enquiry or even recalled my name when I managed to get through. Their response, sorry, we have had new staff in the department and are still new. Well so what. Just close the service because it's not fit for purpose. If you can't complain to a complaints team then that's just a joke. I am praying for my sister to be discharged so we can put this terrible experience behind us.

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Response from Ian Andrew, Head of Communications and Marketing, Coventry and Warwickshire Partnership NHS Trust

Thank you so much for leaving your feedback about our services at the Caludon Centre. We are very concerned to hear about the experience you describe. Our deputy director of nursing Jamie Soden will ensure we contact you at your convenience to make sure we understand exactly what has happened, and to help make sure we take appropriate action to help you and address your concerns.

The best way to arrange this is to call our switchboard number 01926 406789 and leave your contact information in confidence with the operator. They will be expecting your call, and will ensure Jamie or an appropriate senior manager contacts you at a convenient time for you. Please accept my apologies for the poor experience your sister has reported and which you have described so clearly.

We use all feedback we receive to help us improve the care we provide.

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