"Poor Service from my LMHT"

About: Nottinghamshire Healthcare NHS Foundation Trust / Adult Mental Health Services - Community (City)

(as a service user),

I live in the Nottingham Citry area & have been under the care of the LMHT for some time.  Recently I had an appointment booked with my worker at my home address & after 20 minutes or so they still hadn't arrived.  I called their work mobile several times, but it went straight to voicemail.  I became increasingly anxious as recently I'd been forgetting appointments & getting days/dates confused & I started to think I'd forgotten the date, written it down incorrectly & that my concentration must be slipping again which is a sign for me things are slipping again.  I was also concerned that the worker may have had an accident en route.  I eventually called the office and was told firstly the worker wasn't in & then that they were off sick.

I was extremely annoyed as no one had had the courtesy of even letting me know - as such I also felt extremely disrespected.  Despite then leaving details of why I needed to speak with someone that day (or have some assurance that the issue was being dealt with), no one even bothered to return my call, or even apologise.  

Eventually I had to call another organisation involved in my care who returned my call within 30 minutes and were able to deal with the immediate issue.

Despite mental health services in general being obviously under staffed, I feel the office really does need to have more efficient admin systems in place and more of an appreciation that they are sometimes dealing with some individuals such as myself, who can on occasion become easily distressed & anxious & may take situations or events more personally than others.
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Response from Glen Owen, Service Manager, City Community Services, Nottinghamshire Healthcare NHS Foundation Trust

Dear Service User 101,

I am sorry to read about your recent experience and would like to offer my sincere apologies for any distress caused and the lack of communication from the team involved. I would welcome the opportunity to discuss this further with you and I shall address this within the team.

Thank you for taking the time to post this and provide the service with some valued feedback.

If you would like to contact me by telephone on 01159555358 or via email at Glen.owen@nottshc.nhs.uk

I hope you feel able to get in touch,

Best Wishes

Glen Owen

City Community, Service Manager.

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