"Nottingham Personality Disorder Network"

About: Forensic mental health / Community forensic services

(as a carer),

My boyfriend finally sort help from his GP for BPD in December 2015. He was referred to specialist treatment with Nottingham Personality Disorder Network. He is seriously mentally ill and makes attempts on his life. We live in a house with children and our lives are full of uncertainty and turmoil because of his condition. We are desperate for professional help but 9 months after referral he still has not started treatment. We don't even have a start date. When we ring the Personality Disorder Network we get through to a receptionist who can offer no help. Our calls are never returned or taken seriously. I once managed to get a call back after I sobbed down the phone to the receptionist. The person who called me back was unhelpful and dismissive. We need help but there is nobody to turn to. I am desperate for a treatment start date so we can start to see a light at the end of a very long tunnel.

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Response from Louisa Hagan, Nottinghamshire Healthcare NHS Foundation Trust We are preparing to make a change

I am very sorry that this has been your experience of our service. We have a system in place for admin taking messages and forwarding these onto the clinicians for appropriate action/return the call. Unfortunately we are a service who work across the whole county and are involved in groups on a day to day basis therefore this does often mean we are unable to respond to messages the day they are left. Your concerns have clearly highlighted to us that we need to look at how we manage this system and incoming messages and we will look into how we can make improvements in this area. It seems in your case that the messages you have left have not been returned and when they have you have not found it helpful, again I am sorry you have not felt supported.

We are aware we have a long waiting list for one of our therapy groups and we apologise for this. Our service is in huge demand and we are working hard to manage the number of people referred into and accessing our service and have so far reduced the wait from referral to assessment significantly, this unfortunately has a knock on effect to the group waiting lists. We are constantly working to explore and plan alternative approaches to our waiting lists within the resources we have.

We would welcome you to contact myself (Louisa Hagan – Team Leader) or Jane Loseby (Team Leader) to discuss this further if this would be helpful for you. This may help us think more specifically about your partner’s situation and we may be able to offer more helpful information.

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Response from Louisa Hagan, Nottinghamshire Healthcare NHS Foundation Trust We have made a change

I would like to update you on the changes made since you left your feedback. We have implemented a Contact Person’ system within the team. This is a person who is identified to be the contact point for any enquiries or requests for advice which come into the service.

We hope service users or those who support or care for our service users are able to speak with someone from the team. With this system, we aim for calls to be attended to on the day they are left wherever possible and there is a monitoring system in line with this which will help us review the system and implement changes when needed.

With best wishes


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