"Ridiculous waiting times and minimal treatment"

About: Livewell South West

(as the patient),

Last year (2015), I referred myself to Plymouth Options for Cognitive Behavioural Therapy. I was limited to 6 sessions as the service was only for short term treatment. However, this was not made clear to me, which in itself caused a lot of stress, anger and anxiety for me. I was under the impression that I was to simply have a review after the 6th session and then continue treatment.

After being discharged in November 2015, I had no support whatsoever. I feel like I was completely abandoned and left to fend for myself. It was only until after the Christmas holidays that I sent an e-mail requesting to receive more sessions. Even then, I was given no clear explanation as to why I couldn't simply receive more sessions.

Finally, I actually get an offer for an appointment for an assessment to see whether I need long term treatment. I didn't actually get to attend this assessment until almost a month later! Although I feel the assessment itself went well, I have still not yet received any more treatment whatsoever.

I am so angry at the ridiculous waiting times. I have been waiting for over 2 months to receive treatment but it has been nearly 6 months since I last had treatment! I am not happy with the way I have been treated by the system and I feel like I'm starting to lose faith in the NHS as a whole.

Not to mention that I'm still expected to pay money for medication which barely even helps me. When I was discharged against my will, I had nothing else lined up. Who cares about me? I'm just another box that was ticked. I feel like I've been totally abandoned and that people care more about money than anything else.

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Response from Claire Gatehouse, Patient Experience Manager, Livewell South West

Dear Concerned Student,

Apologies about the delay in responding. We are very sorry that you feel that you were 'just another box that was ticked'. I have reviewed the feedback that we receive from other service users, via our Friends & Family Test, and we are receiving a lot of very positive feedback about the service. So, we would like to help resolve things with you.

The manager of Options has asked me to ask you to contact the service directly so that they can respond to your concerns. You can call them on 01752 435 419

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Update posted by concernedstudent2 (the patient)

Hi Claire

Unfortunately, I don't think a phone call will solve anything. For me, this is too little too late. Now I'm about to sit my exams, STILL having anxiety and distress without any support that I was promised.

The thing is, you mention positive feedback but I can definitely say that I've personally heard nothing but negative feedback from people outside who are trying to get support, who are in the same position as me. I feel like nothing will actually change and I'm just stuck without any help. I've lost faith in the NHS. I'm sorry, but this isn't good enough.

Response from Claire Gatehouse, Patient Experience Manager, Livewell South West

I am sorry to hear that you remain unhappy with our exprience of Plymouth Options.

I am afraid I can only reiterate my advice that you contact the service manager, Jo Thompson, on 01752 435419 so that she can further understand your needs. Without doing so there is little we can do to help you.

I would also advise you that you can make a formal complaint that will instigate a full investigation on you behalf.

To do this either e-mail customerservicespch@nhs.net or call 01752 435201


Claire Gatehouse

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