This is Care Opinion [siteRegion]. Did you want Care Opinion [usersRegionBasedOnIP]?
Care Opinion

Ridiculous long wait for help

Story from nhs.uk

"Ridiculous long wait for help"

About: Ealing IAPT

I was referred to this service in January 2017, I was put on a group stress course in Ealing which was good but I felt I needed further help with depression and anxiety and so contacted the service again in May 2016, I was assessed and put on a waiting list for CBT and heard nothing further until December when I was sent a letter to advise I was still on the waiting list. Shortly after that I was offered a morning CBT session, I explained that I had returned to work and could not take more time off and so would need an evening session, I was told that I would need to go on a different waiting list.

I received a text on Friday 26/1/18 to offer me a session this Tuesday Evening 30/1/18, although short notice I rearranged things to attend, I rang the number quoted and left a message asking where I was supposed to go for the CBT. I now get a call this morning to say that the slot has been given to someone else as it was offered to several people and the first person to ring was given it. There are not any other slots available.

I tried explaining to the woman on the phone that I had waited for nearly a year, but was just told that there were people waiting longer than me.

I am not sure why she works there as she clearly has no empathy or willingness to provide support to people who need help at difficult times in their lives

Really disappointing for a service that is supposed to be helping people is just causing more stress and making matters worse. I really feel now that I don't want to go to the CBT at all.

I asked to make a complaint but was told that there is some other process I would have to follow as a complaint and all she can do is make a note that I am unhappy.

I asked to speak to the manager but was told they were not available, I asked for the head of the service but was told that she can't put me through, all she can do is give me a switchboard number and I would have to ring them but they wouldn't put me through either , so what is the point of giving me a number that can't help anyway!

In the end I just rang off , it's truly hopeless dealing with these people.

More about:
nhs.uk logo
Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Josef Landsberg, Clinical Lead IAPT, West London NHS Trust 6 years ago
We have made a change
Josef Landsberg
Clinical Lead IAPT,
West London NHS Trust

Submitted on 30/01/2018 at 16:21
Published on Care Opinion at 16:33

Dear Sir

Thank you very much for bringing my attention to your concerns with the service. I am very pleased that we were able to talk on the telephone today and to find a resolution.

It appeared that you referred yourself in June 2017. I accept that any wait, however long is not ideal when you are asking for help with depression and anxiety.

Our waiting lists are always a constant focus of concern and we are forever trying to improve on these in various ways with the limited resources available to us.

I am pleased to have discussed some of our processes with you in detail and the feedback you have provided has been very valuable. We always try and address any complaint immediately and I am sorry that this did not happen in a timely manner when you first raised this. I will be meeting with our administrative team and use this as a training example to ensure that complaints are dealt with as soon as they come to their attention.

It is reassuring to know that you are still willing to engage with the service and I do hope that the CBT intervention we will provide helps you meet your treatment goals.

If there is any else you need to bring to my attention please do not hesitate to contact me (j.landsberg@nhs.net).


Best Wishes, Josef

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k