"Called 5 times with no response"

About: Mount Gould Hospital

(as a parent/guardian),

my grandson has mental health problems. he takes medication for bi polar disorder. He has been attending CAMHS for a number of years, he has been treated by a doctor, and has been taking medication for his illness. We were told to ring CAMHS reception if his symptoms ever got worse we have in the past done this and a doctor has called back the next day to discuss the problem and amend his medication. my grandsons condition has deteriorated over the past month my daughter has phoned CAMHS on 5 occasions and I have called once asking for someone to ring back but we have received no response. My grandson has started self harming again and keeps saying he would be better off dead. His mum and I are very concerned about the situation and we dont know what to do, his appointment is also 3 months overdue.

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

Dear Dave,

I am very concerned to hear about the issues that you describe in contacting and accessing our CAMHS service. We are very keen to try and rectify this situation for your family as soon as possible. To do this we need to know your grandson's name and date of birth and ideally the best number on which to contact your daughter on.

To do this, please e-mail me at Claire.gatehouse@nhs.net or phone the following number and leave the details. I will monitor my e-mails this evening and the phone message will be picked up tomorrow (16th March) at 9am.

I can assure you that senior managers are aware of your posting and are ready to try and rectify the situation as soon as we can.

Finally, I apologise for the distress that this situation is causing you and your family.


Claire Gatehouse, Service User Experience Manager

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