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Abandoned when needed

Story from nhs.uk

"Abandoned when needed"

About: Bedfordshire Talking Therapies

I had phone-call CBT and after a booking was made, I was never called for my fourth appointment. I sought CBT elsewhere as I was desperately in need and only now have they realised their mistake and attempted to regain contact - I felt that I was abandoned at my time of need and if I hadn't have sought help elsewhere my condition would've deteriorated. When I wasn't called for my appointment, I had no means of contact with my counsellor as they have no email and call from unknown numbers, and I feel that their duty of care was lacking. Would not recommend to anyone.

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Responses

Response from Bedfordshire Talking Therapies 5 years ago
Bedfordshire Talking Therapies

Submitted on 01/05/2018 at 17:55
Published on nhs.uk at 18:12

Firstly, apologies for the delay in responding to you. We did not get an NHS Choices alert to let us know there was a comment about out services. This has now been remedied and we will get alerts in future.

I am sorry that there was a delay in someone from the service getting back to you. We would like to log this as a formal complaint to look into what happened to avoid a similar scenario in the future. Comments on NHS Choices are anonymous so could you contact our Complaints team. You can call FREEPHONE 0800 085 8354; or write to the Complaints and PALS Manager, FREEPOST RTXT-HJLG-XEBE Trust Headquarters,

The Green, 1 Roger Dowley Court, Russia Lane, London E2 9NJ9 or email: elft.complaints@nhs.net We will also stress to staff to importance of issuing contact information to everyone in contact with the service.

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