"North Derbyshire Mental Health Team"

About: Derbyshire Healthcare NHS Foundation Trust / Adult mental health DHU Healthcare CIC / NHS 111 East Midlands Ambulance Service NHS Trust / Emergency ambulance

(as the patient),

I have felt neglected by the CMHT for many years with them only providing me medication and an immense amount of added stress.

When I felt like I was going to act out in plans I had in early November, I called 111 as they are more responsive. I only wanted reassurance and advice on where I could go that was my current CMHT due to their attitude, but the person at 111 called an ambulance that I insisted I didn’t want or need.

When the ambulance arrived I sat in the back of it for 45 minutes with the crew who completely understood everything I was going through and they also understood that going to A&E was a waste if time due to it being in a different Trust to my CMHT and it’s just a merry go round that I have been on before (without an ambulance).

As I got out of the ambulance (as the crew were happy I was safe enough) I got a phone call from a CPN who was very irate that ‘I’ had called an ambulance and that I should have instead spoken to them! Why would I do that when I get that kind of response?

Many months later I am still at my wits end, have attended A&E where they cannot believe I am not receiving more assistance other than medication from the CMHT and am being spoken to in such a way.

Responses

Response from Judith Brown, Patient Experience Manager, Governance, DHU Health Care CIC

Good evening,

Having read your comments regarding your recent experience with DHU Health Care CIC and in particular the NHS 111 service.

I am extremely sorry to read about your frustrating experience during your recent contact with our service.

I would like to investigate the concerns you have raised formally and I would be grateful if you could contact our Integrated Governance Department on 0300 1000 407 or email DHUL.clinicalgovernance@nhs.net. The team will be able to take more details from you so we can look in to why this has happened and we will investigate your concerns and feedback.

I do hope that you are feeling much better.

Thank you,

Judith Brown

Patient Experience Manager (DHU)

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Update posted by usernameschmusername (the patient)

Hi Judith

No disrespect but I have spoken to Patient Experience for DHCFT before and got nowhere. Also, the issue isn’t really with the 111 or ambulance service (it’s mainly the CMHT who are worse than useless) and I understand they have a certain protocol, although it did feel like a waste of an ambulance because nothing positive came of it and the crew could have been better used in a heart attack/stroke/etc call.

Thank you for the reply.

Response from Anne Reilly, Complaints Manager, Derbyshire Healthcare NHS Foundation Trust

Hello I am sorry that you are unhappy with the level of support you have received from the Community Mental Health Team and also from our Patient Experience Team. We would welcome the opportunity to look into the situation for you and I would ask that you contact me directly so that we can take this forward for you. You can contact me in writing, by e-mail dhcft.patientexperience@nhs.net or by telephone 01332 623751. I look forward to hearing from you Anne Reilly, Complaints Manager, Patient Experience Team, Derbyshire Healthcare NHS Foundation Trust, 1st floor Albany House, Kingsway Site, Kingsway, Derby DE22 3LZ

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Response from Judith Brown, Patient Experience Manager, Governance, DHU Health Care CIC

Hi,

None taken and I'm sorry that you have had a poor experience with DHCFT in the past.

However, I hope that things improve for you but should you ever need to comment or complain about any of DHU Health Care's services in the future then you have the contact details above and please be assured that as an organisation we take this seriously and everything is thoroughly investigated and feedback provided.

With Kind Regards,

Judith Brown

Patient Experience Manager (DHU)

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Response from East Midlands Ambulance Service NHS Trust

Hello

Thank you for your kind words about our ambulance crew. I am very proud of my crews who work hard to help patients across Derbyshire, and I’m please that you felt they were understanding and that they helped you. I sincerely hope that your GP and CMHT will be able to help you access the help you would like.

Samantha Westwell

Ambulance Operations Manager for Derbyshire

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