"Abysmal service"

I am the full time carer for a lady that has severe mental health problems. She was referred to Crombie house on moving here in July 2019. From the first visit the level of service has been atrocious. First visit encountered a heated altercation in the waiting room between a patient & doctor due to the way they had been treated. Second visit & encountered a similar situation again. This caused the lady I'm a carer for tremendous distress & I found the situation completely unprofessional. The lady I'm carer for has received atrocious service which has exacerbated her condition rather than help. First appointment she was told she would be referred for a number of avenues of help then heard absolutely nothing & non of the referrals materialised. She was referred to the crisis team which were useless and added to my lady's stress ten fold. She has been sent for hospital appointments that on attending didn't exist having been told that she did not live in the county they covered. Then sent on a 50 mile round trip to an appointment at Twin Trees on the assumption that she was seeing a doctor who could assess her medication, only to be told by the doctor she saw that they could not do an assessment of her medication or look to change it & that no follow up appointment would be arranged.

Then after attending another appointment at Crombie house she was left for 15 minutes on her own after the doctor left the room during her consultation. She became very distressed and left the appointment only to have 3 police then attend her home address sent by Crombie House which further caused her extreme anxiety. I rang them but received no explanation or apology.

She then received a phonecall advising that there was a DBT she could attend. She was given the date & time to attend the course. However, on attending the appointment it was actually only an assessment to be considered for the DBT course. She was told that she would be informed if she was to be granted a place within a couple of days. It was a week and a half later that she received a letter advising that she would be added to a waiting list for the DBT course. This was very disappointing for my lady as she her severe anxiety & depression had been excessive.

To be honest I have to say that the experience I have encountered in relation to the lady I'm the carer for is anything but positive. They seem to forget that they are dealing with very vulnerable people who are often desperate for help.

The reception staff are abrupt and rude & have zero customer care skills. They have been witnessed standing in a group chatting in extremely loud voices & laughing whilst people are waiting in reception. There is also constant loud music playing in the background that is anything but relaxing for the people attending appointments. I have worked in customer service & in the NHS for 20 years & both myself and my lady's daughter were shocked at the lack of care for service users.