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Awful - catalogue of errors & no help

Story from nhs.uk

"Awful - catalogue of errors & no help"

My sister was reffered to the Greenfields Centre by Healthy Minds as she needs further specialist treatment for Social Anxiety Disorder, Depression and Agoraphobia. She was on the waiting list for 6 months, and was finally seen by a lovely social worker at home who did the initial assessment with her.

My sister was feeling much more positive, however things quickly took a turn for the worse when a breakdown in communication occurred. Calls have now gone unanswered, and a male support worker (on their own) was sent to do an unannounced home visit when it was clearly specified on my sister's risk assessment that she cannot have male visitors due to serious personal reasons! Formal complaint has been made. Absolutely shocking - even the receptionist has admitted mistakes are being made!

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Responses

Response from Greenfields Centre 6 years ago
Greenfields Centre

Submitted on 06/06/2017 at 16:51
Published on nhs.uk at 16:31

I need to apologise for not posting a response to the concerns you have raised in a timely way. This possibly reinforces what you thought of our services which is not what I aim to do.

If you did not make a complaint please consider contacting our PAL's team who can support you to make a decision on what options you have in taking your concerns forward: Telephone 0300 123 1535 ext.2031 or Free phone 08003899676 Mon -Fri: 9am to 5pm.Text service 07718971123 ( This text service available 9am to 5pm and charged at your provider's rate)

e mail: patientexperienceteam@northstaffs.nhs.uk (e mails are monitored Mon to Fri, 9am to 5pm)

Or if the circumstances of your sister’s care are still as they were could you please contact Julie Eldon or Centre Manager Emma Ball: Phone no: 0300 790 0236 to discuss further and to seek a resolution as soon as possible. Or you can contact me and I will pass on your details to them and they will return your call to try and work a way forward to resolve the situation. Phone no: 01782 441600 ext. 2480

Thank you for taking the time to raise your concerns we aim to learn from them and continuously improve the care and support we offer both to service users and their carers

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