"Abominable - not fit for purpose - appauling..."

About: Cheshire And Wirral Partnership NHS Foundation Trust

The 'service' such as it is is an abomination! After reading these reviews I feel that an internal investigation is way way overdue. First of all the positives - there has to be some! There is one particular consultant psychiatrist at Jocelyn Solly resource centre who is excellent - kind, caring, highly intelligent, and treats clients with dignity and respect, who does not patronise or condescend. Equally the reception staff at Jocelyn Solly resource centre - warm, welcoming staff... Now for the negatives... now where do I begin...?!!? A few days ago I was taken to Macclesfield hospital by the police and ambulance staff, as a patient in extreme crisis... I encountered a lovely, understanding ambulance member of staff and a member of staff from the psych liason team who was very kind and empathic. However, when they mentioned they would get in touch with the Community Mental Health Team and insist that I was allocated a care co-ordinator my heart sank, and I felt like I'd returned to square one. Since then, over 4 days ago, I have had absolutely no contact with the CMHT, until today. I spoke to a member of staff who manages the team. No mention of my admission to hospital, no enquiries as to my welfare, just a nasty snide attitude regarding a previous appointment I had had, which concluded badly - I was in a highly agitated state and the member of staff was not mindful of this, and continued dictating the 'checklist' ("... on a scale of one to ten how anxious would you say you are...?" '11!!!') - this staff member paid no heed to my heightened anxious state, and when I alluded to a lack of experience (a student) they told me I was being rude. I was then accused by the CMHT manager of being 'intimidating and abusive'. I wholly resented the allegation, and I told them so. They weren't in the room, and had no proof of the accusations. This member of staff vilified me, and made me feel utterly worthless. This is par for the course with Macclesfield CMHT - making their patients feel as if they have no value, and their words/feelings/experiences count for nothing. They care not a jot that someone is frightened/vulnerable and in a very desperate situation. Maybe it is battle fatigue, but I feel that the majority of the staff - the social work staff - should be working on a factory floor, or in a battery farm; that is the extent of their sensitivity and empathy they demonstrate to their clients. I have been let down continually by the CMHT - I am in dire circumstances regarding my housing. My housing officer has made exhaustive attempts to contact my care co-ordinator (what a joke that job title is). In their words... "after the tenth attempt at trying to contact Jocelyn Solly you kind of give up". I have had no support whatsoever. Quite simply they are not a service, and for desperate clients such as myself they offer nothing but cold cruel indifference.

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Response from Cheshire And Wirral Partnership NHS Foundation Trust

Dear Anonymous,

Firstly may I say how sorry I was to read of your feedback, in particular around your comments in relation to our members of staff. We would welcome the opportunity to find out more about your experience in the hope that we can learn from it and also identify any actions that may need to take place.

I would also like to find out further details around the doctor who you describe as excellent. We can then ensure that this feedback is shared with them and their manager. We can also share your feedback around the positive contact you have received from the staff at our Jocelyn Solly Resource Centre.

If you can contact us by either emailing pals@cwp.nhs.uk or telephoning 0800 195 4462 and I hope we can talk more.

Kindest regards.

Helen Chadwick

PALS, Complaints and Incidents Team