"Worst health care I've ever received"

If there was more I could do to complain about these services then I certainly would. I've been receiving care for mental health problems for almost 5 years now, and I've never before encountered staff that have directly caused panic, distress and all around misery. My first assessment felt like a police interrogation, and they listed my choice of clothing as a trait of my mental state (which is frankly ridiculous). When I complained of side effects to medication, more effort was spent insisting I had made a mistake than to actually deal with these side effects. I was told my only hope for a cure was therapy, which they did not provide. I was assigned a 'coordinated carer' with no previous experience in one on one counselling and no special knowledge in anything to do with my case. I understand that this may be due to understaffing but the fact that this is allowed to continue is awful. Nobody with a serious need for stability should be told by a professional that the person doesn't know how to help. The service frequently tried to refer me to outside services that were either difficult or impossible to get to, and constantly promised calls or appointments that never happened (they would then later pretend they were 'monitoring' me rather than just ignoring me). Just today I was denied vital medication by my gp and chemist because the service told them I was only allowed a week's worth of medication. My psychiatrist is now denying all knowledge of this. I am now left with no medication, no qualified professional to talk to and am expected to cope by myself. Thank you Waterford House, for causing me more distress than you were able to relieve. If I sound bitter it is because I have every right to be. Nobody should be treated like this.

Story from NHS Choices

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Response from Waterford House

Thank you for posting your feedback on NHS Choices. I am sorry to learn you are unhappy with the care you've received. I have shared these details with the manager of the service, who would welcome the opportunity to discuss them with you, to try to help resolve the issues concerning Waterford House. If you would find this helpful please telephone the Customer Experience Team on 023 80 874065 and we will put you in touch with the service.

Kind regards

Julie White, Customer Experience Advisor

Customer Experience Team

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