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Complaints service

Posted By columbahk33

"Complaints service"

About: West Essex Iapt

(as the patient),

Well I don't know what to say, feedback is there to help people make a choice about the service.

The management seem to be too busy to deal with complaints. A badly run service due to some staff dealing with patients. If the complaints and service team would like to know how bad it is why don't they try telephoning this service on the number that we get and see how bad it really is. Rather they ask me to contact them ?

It's the only way complaints will see how badly it operates. Maybe the people that commission this service need to take a look at all the feedback, better still try and telephone. One really bad service in the NHS which does a great job - it's a shame health minds Harlow does not in my view.

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Responses

Response from Mary Stephenson, Complaints and Service Experience Manager, Hertfordshire Partnership NHS Foundation Trust 4 years ago
Mary Stephenson
Complaints and Service Experience Manager,
Hertfordshire Partnership NHS Foundation Trust

I manage the Patient Advice and Liaison Service, Complaints and Service Experience Teams

Submitted on 31/05/2019 at 08:46
Published on Care Opinion at 09:17

I am sorry that you have experienced difficulties in contacting the team at Health Minds in Harlow. Their lines are very busy and we recognise how frustrating it is for people to not be able to get through to the team.


In order for us to look into your particular circumstances you can email the Patient Advice and Liaison Team (PALS) at hpft.pals@nhs.net or you can phone us on 01707 253916 - if your call goes to voicemail please leave your name and number and a member of PALS will call you back.

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Update posted by columbahk33 (the patient)

The PALS team?? why don't they try to contact health minds team Harlow because as a patient we can't and even if you do manage to get though the people that answer the telephone don't seem to know who works there and are very evasive about answering questions

The PALS team and telephone contact please leave your details and no body ever seems to telephone you back. in my view this health mind team Harlow needs looking at a CCG level as they are unable to deliver any service even if they are to busy.

Response from Mary Stephenson, Complaints and Service Experience Manager, Hertfordshire Partnership NHS Foundation Trust 4 years ago
Mary Stephenson
Complaints and Service Experience Manager,
Hertfordshire Partnership NHS Foundation Trust

I manage the Patient Advice and Liaison Service, Complaints and Service Experience Teams

Submitted on 31/05/2019 at 15:04
Published on Care Opinion at 16:36


I recognise and can understand your frustration and I apologise for this.

However, if you contact the PALS team we can pass a message to the managers and arrange for someone to get back to you.

I am not aware that you have tried to contact PALS in the past or today. Without your name and contact details we are unable to assist you further.

Mary Stephenson

Complaints and Service Experience Manager

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