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"Removed from service without accessing support"

About: North West Boroughs Healthcare NHS Foundation Trust

(as a service user),

After self-referral and attending the triage appointment for IAPT (being a person who has previously been diagnosed with OCD, GAD and PND and medicated in the past), I was referred to group sessions, as the triage practitioner thought this would be a good challenge for me.  I accepted, but stated that I work and did they have evening/weekend or  appointments on the day that I don't work. 

I was told if I could not attend the sessions they assigned to me, then I could rebook or opt for the online course.  I received a letter from Think Wellbeing, inviting me to multiple sessions, which I “must attend”.  These would all require a half day off work for each one, causing more stress as my employer would not consent to this - 6 days of annual leave in total.  

I tried to call - no answer.  I left a message, no response.  I sent the invitation letter back, saying I could not attend as I work.  I was so upset that I had tried to take the initiative myself and recognise my condition was getting worse and I needed help before medication again.  Could I not have a session on the day that I don't work? or evening or do the online course?

I received a letter from NW Boroughs Healthcare, addressed to my GP and cc'd me.  Saying I didn't attend so I'm removed from the service before its even begun.  Thanks a lot NW Boroughs Healthcare Think Wellbeing.  So what do I do now, deal with it alone?  Are they happy they got someone off the waiting list?  

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Responses

Response from North West Boroughs Healthcare NHS Foundation Trust 6 years ago
North West Boroughs Healthcare NHS Foundation Trust
Submitted on 06/04/2018 at 16:56
Published on nhs.uk at 17:06


Thank you for the taking the time to post your comments. I am very sorry to hear of your experience and I would like to assure you that this is not the level of service we expect as a Trust. Your comments will be passed onto the team and

I would like the opportunity to try to help resolve your concerns and invite you to contact me by one of the following methods:

Telephone: 01925 664450

E-mail: complaints@NWBH.nhs.uk

Our office is open 9.00 am – 5.00 pm

Once again I would like to thank you for taking the time to tell us about your experience.

We sincerely value your feedback as this will help us to improve our services for other people in the future.

Yours sincerely

Bev Donlan

Complaints, PALS and Compliments Team

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