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Building access

Posted By Citizen22

"Building access"

About: Adult Mental Health - Doncaster

(as a service user),

It's just ridiculous that patients can't get into The Opal Centre at Tickhill. There are no staff on reception. You can't get in the building.  You're told to attend for an appointment, then left outside, trying to call someone to tell them you're there. Calls are either not answered, or the numbers are wrong. Leaving you stood there desperately trying to get someone to take pity on you and help. Seen many elderly,  frail people stuck outside struggling. Sometimes in wheelchairs or struggling to stand. And in the wet, cold and dark! It would be laughable if it wasn't so stressful for those affected. Surely you can find someone to man reception?

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Responses

Response from Barbara Taylor, Service Manager, Doncaster Care Group, RDaSH last month
We have made a change
Barbara Taylor
Service Manager, Doncaster Care Group,
RDaSH

Submitted on 20/03/2025 at 16:29
Published on Care Opinion at 16:42

Thank you for taking the time to feedback your experiences (and observed experiences of others) of the Opal centre and accessing the building.

Firstly, I apologies for the delay in responding to your feedback, this was due the care team not being linked correctly.

The Opal centre, as you have observed is a multi-use building with lots of different people attending to multiple clinics and services. The front doors are secured for security purposes, the safety and security of patients and staff.

Exploring reception cover has been, and continues to be, an area of exploration to find solutions to this- I am hopeful that we will be able to find resources in the future but as yet, this remains a gap.

Actions that we are currently taking, based on your feedback and that of others, is strengthening the communication and information to patients and families attending the Opal centre. We are ensuring that the telephone numbers are correct and that systems are in place for them to be answered as needed. Services are also adding information to appointment letters and communications to give more information about what to do as you arrive at the opal centre- location of the 'yellow phone', using the phone and including the number to call for their specific appointment.

Whilst the above changes will make it easier to contact the correct team for individual appointments, looking for solutions to have a reception member of staff are on-going.

Thankyou again for taking the time to provide your feedback and for advocating for others attending the building too.

Barbara Taylor, service manager- specialist services.

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