"The Adult Primary Mental Health Service at St Annes"

About: Barnet, Enfield And Haringey Mental Health NHS Trust / Adult mental health

(as the patient),

I attended a first appointment with a doctor in early April. The appointment time was 10am but was delayed by 5 minutes because they had to attend to an emergency. I understand why this had to be prioritised.

The doctor saw me for about 10 minutes and told me that their office would contact me to arrange an appointment in about 3 weeks time. Having heard nothing over 3 weeks later, I called the team secretary who confirmed that the re-appointment had not been initiated. She promised to call back that afternoon. I received no call.

I wrote about 10 days ago and have not received a reply. I called the two numbers I have for the service - 8442 6867 and 8442 6706 - several times this afternoon. There has been no answer from either number.

It goes without saying that I am very unhappy with the way I am being treated, or rather NOT treated.

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Response from Barnet, Enfield and Haringey Mental Health NHS Trust

Dear Leslie,

Thank you for telling us about your experience.

This should not have happened and we are sorry about your experience. We aim to provide a quick response to any telephone calls, queries and contacts that we receive.

We have put several new procedures in place to avoid this happening in future. In particular, Doctors are now responsible for booking follow-up appointments directly with patients on the day of the initial assessment. We have also started using a text messaging service to help minimise the difficulties around confirmation and cancellation of appointments.

To help us improve our service, we also encourage service users to complete a survey which provides feedback on their individual experiences, in particular inviting comments on how we can improve. We take these and the issues you have raised very seriously, and thank you for bringing these issues to our attention. If you are still having problems please feel free to contact me directly.

Many thanks,

Georgina Osei-Brenyah

Manager - Haringey Primary Care Mental Health Team

Tel: 020 8442 6706

Web - www.beh-mht.nhs.uk