This is Care Opinion [siteRegion]. Did you want Care Opinion [usersRegionBasedOnIP]?
Care Opinion

A review

Story from nhs.uk

"A review"

About: Berwick Community Mental Health Team

Phoned up here as I was told someone worked here who I would be able to speak to (that was last year) then told the person would be at work in so many days time and I could phone back or the person would contact me so I rang back a few times then got told the person was busy then off for a day or two then on annual leave I mean what am I or anyone else expected to believe when all different people tell you all different things it is just so confusing and not one but helpful. You are also told that staff work between different places then once again told differently it would be helpful if the staff did know where and when the people are going to be working. People with mental illness are supposed to be treated with respect and dignity like anyone else with a health condition is treated. Also I do think the administration staff could be a bit more understanding on the phone towards people who are having to phone the services about things. One person here was not very nice towards me when I asked a question on the phone and it left me in floods of tears due to their reply.( not administration staff though) This is my review.

More about:
nhs.uk logo
Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Berwick Community Mental Health Team 5 years ago
Berwick Community Mental Health Team

Submitted on 23/01/2019 at 13:02
Published on nhs.uk at 14:06

Thank you for taking your time to leave your feedback. I am disappointed to hear that you have been left dissatisfied with your contact with the service. All of our reception and clinical staff are aware of the importance of good customer service and this is an expectation of the Trust. The community workers do offer appointments to service users across a range of community facilities, including the persons own home and this does mean that they may not be available at the time that you call. However, it is the expectation of the Trust that calls are returned in a timely manner.

If you would like to discuss your concerns in more detail with the Team Manager, please can I ask you to ring the team and ask to speak with the Team Manager. If they are unavailable at that point, please leave your telephone details and the Team Manager will call you back at the earliest opportunity, or alternatively you can address your concerns in writing to the Team Manager who will be happy to arrange a time discuss them further with you.

Northumberland Tyne and Wear NHS Foundation Trust value feedback from the public as this assists the Trust to continue to make improvements to its services. For further advice and support you can also call the Patient Advice and Liaison Service on 0800 032 0202.

Kind regards,

Jose Robe

Associate Director, Community Services North

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k