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Cunning and Calculating

Story from nhs.uk

"Cunning and Calculating"

I have told my CPN atleast 10 times that I am busy between 8am-2pm.

Despite this my CPN calls at this time and tells me they have arranged an appointment.As expected I have to phone back to say I cant make it.

In my last meeting I was angrily confronted for canceling 6 appointments I had "agreed to". Agreed? these were inflicted on me without my consent!

I may have a mental illness but I still have rights! I have the right to have a choice about when my appointments are.

Tell me why then do staff dump appointments on you via voicemail, and then penalise you for asking for a more suitable time?

Another thing, they wont use email for confidentiality, yet my CPN leave voicemail messages that can be heard by anyone in my house?

patient centered? You have got to be kidding! they do what is convenient for them.

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Responses

Response from Linda Rose, Head of Nursing and Patient Experience, Nursing Professions and Quality, Leeds and York Partnership NHS Trust 5 years ago
Linda Rose
Head of Nursing and Patient Experience, Nursing Professions and Quality,
Leeds and York Partnership NHS Trust

Submitted on 04/09/2018 at 15:40
Published on Care Opinion on 05/09/2018 at 09:12

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Hello

Thank you for taking the time to write feedback regarding this service. I must admit that I did find the headline quite worrying.

Our gold standard is to be as flexible as we can towards service users, carers, families and indeed other partnerships that we work with, to offer the right interventions at the most appropriate times.

I think that you have taken clear and reasonable steps to help your CPN understand that you are not available at a particular time of day, but that your request hasn't been managed well.

I'm sure that there are times when circumstances dictate cancellations and if the service is unable to contact someone by telephone, then it is our usual practice to send a letter confirming the changes.

As the experience you describe isn't in line with the standards expected of our staff, I am concerned that the issues you raise are related to an individuals practice, and it would be appropriate to investigate this further. Whilst I will ensure that your concerns are fed back to the team as an opportunity to reflect on being on the receiving end of poor care and communication, I would also appreciate it if you were able to make contact with our PALS team (0800 052 5790 / pals.lypft@nhs.net) so that we can work with you to get your appointments at the right time for you.

With kind regards

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