"prime example of how professionals should be"

About: West London Mental Health NHS Trust / Primary Care Mental Health Service (Ealing)

(as a carer),

I am a carer for my son and recently visited Fiona  at Eatsmead surgery for an assessment of my son’s needs. I would like to applause Fiona for the dedication, empathy and understanding she showed us at the meeting. My son was extremely anxious about meeting Fiona bearing in mind this was his first contact with mental health services.

Fiona showed empathy/ caring – acknowledged my sons loss and got in touch with how he was feeling, she was able to talk to him giving him insight to how and why he was feeling the way he was.

Dignity & Respect – Fiona was respectful at all times and informed my son that it was a safe place for him to discuss how he was feeling and that she would also divulge information if he posed a risk to self or others.

Sensitive – Fiona showed immense empathy and was able to change the direction of the conversation when she witnessed him becoming distressed and unable to go on with the meeting, the diversion from the sensitive talk enabled him to complete the assessment.

Fiona is a credit to WLMHT and an a prime example of how how professional should be in the caring field.

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Response from Robert white, Primary Care Mental Health Services Team Manager, West London Mental Health NHS Trust

Thank you so much for your very kind feedback about your recent experience with Fiona, one of our Primary Care Mental Health Workers.

It is really positive to hear that the approach that Fiona offered to you and your son worked so well for him. The qualities that you describe are those that we aspire to uphold in all of our interactions with patients, carers and other health and social care colleagues and we very much appreciate the fact that you have taken the time to tell us about your experience.

We hope that your son is able to access the help that he needs and that his recovery progresses smoothly.

Best wishes,

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