"The lack of service I have received from Cannon House"

About: Southampton West / Cannon House Southern Health NHS Foundation Trust / Adult mental health

(as the patient),

I am suffering from Post Natal Depression, lately feeling suicidal. I had a referral from my GP to Cannon House. It took days for my referral to be accepted. Once done I had to wait 2 weeks to get an assessment only to be told at the end of it that I shouldn't have high hopes of staying open to CH because the service is for very ill people. I was told that to be depressed is common after having a baby, to which point i asked if it is common after 15 months and was told yes. Then I asked if it's common even when feeling suicidal and was told yes. I know a few other mums of toddlers of around the age of my little one and they are not depressed, nor feeling suicidal, so I don't understand why I feel so rubbish even if it is such a common thing to suffer.

The decision of whether Canon House was going to offer me its services or not was going to be made this morning, and I was told I was going to get a phonecall during the day to let me know. Two messages have been left asking to get a call back and no-one has contacted me.

I feel like Cannon House is my only hope of help and it has been very difficult to have to chase people up to get support. I have call on more than 3 ocassions asking to talk to duty and no-one has rang back, even if I have rang up to 3 times during the day to make sure my message has been passed on.

I haven't found the reception staff I deal with supportive or reassuring either and I do wonder whether they ever pass my messages on. Some are great at interrupting/talking over one when one is explaining something. I am made feel like I don't matter at all, even if I am crying on the phone asking for help because I feel like cutting my wrists while holding a knife.

I wish I was taken a bit more seriously. I wish the communication was better and I was made feel like I do matter. Actually I wish I was better and I didn't even have to go through this -lack of- service. Because it really is appalling.

I am hoping I will hear from a member of staff soon to update me before I do actually loose it again... I feel like you don't care and that I am just a number to you.

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Response from Ben Prior, Complaints and PALS Officer, Southern Health NHS Foundation Trust

Thank you very much for taking the time to highlight your concerns in relation to the service provided to you by Cannon House.

I am sorry that despite repeated attempts to contact the staff at Cannon House you have not receive timely call backs. I have already passed your posting on to the management of Cannon House and expect to receive their comments shortly.

In the meantime, I would be keen to discuss these concerns in further depth with you to see whether I can be of assistence straight away. If this is of interest please contact me at the Complaints and PALS Office on 02380 874605.

Kind regards.

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