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First response is an appalling service!!

Story from nhs.uk

"First response is an appalling service!!"

About: Bradford District Care NHS Foundation Trust

Its critical that those who have had a bad experience with first response also have the right to have there reviews published.

I have contacted first response multiple of times and have spoken to each and every staff that work behind the desk. However there is ONLY ONE member of staff that actually does help and actually does stay on the call even if a little more time is needed and also does provide that support regardless of whether its helping the person or not.

But the rest have no clue on what they’re doing and it’s disgusting as I would expect this service to provide help/support for people that are in distress whether if it’s acute or not!! This service is for mental health, but unfortunately when you ring up all they advise is that having a cup of tea will fix all the problems. I am disgusted that my confidentially was disclosed when I had made them aware on multiple occasion that I do not wish for them to share any information regarding myself other than relevant services - Police/ambulance etc....

It’s very hard on gaining trust with people these days, But because of having such bad experience where my personal information was disclosed and also having a member of staff talking to you like they own you is appalling.. I’m shocked and ashamed of reaching out to first response for any mental health support that I have been needing as they have only just made it worse for me and that is me losing trust with this service.... I personally DO NOT think that this was an appropriate. I have a lot of trust issues. For me it’s very hard to trust somebody NOW Having first response disclosing my information that Shouldn’t of been disclosed in the first place as I had told them that numerous of times. Yes this has deteriorated my mental health as I have given up on services like this. CQC Need to look into matters like this, Most of the staff behind that desk have no care in them and no clue on how to provide support. I really do wonder how they were given this JOB ROLE?

Unfortunately this whole situation has affected my well being even more. I hope you can view my point from my perspective. All staff at first response need on going training. As the service is unprofessional and they FOB you off HOW DARE! Even if you are feeling suicidal the staff at first response encourage you even more but in different ways... how dare!

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Responses

Response from Bradford District Care NHS Foundation Trust 4 years ago
Bradford District Care NHS Foundation Trust

Submitted on 28/07/2020 at 16:03
Published on nhs.uk on 29/07/2020 at 07:41

Hello, thank you for letting us know about these difficulties, it sounds very distressing and frustrating. I am really sorry about your experience, please accept my apology as Clinical Manager for Acute Community Services, as what you describe is certainly not the experience we want anyone who uses our services to have.

I would like to invite you to contact myself or the First Response Service team leader to discuss this so we can try to help and make sure you are receiving the services you need.

Please contact Pete Garland or Elizabeth Hawrylenko via the main switchboard on 01274 494194 during office hours. If you prefer you can email your contact details to us via involve@bdct.nhs.uk and state that it is for the attention of the Patient Experience Lead, who will then arrange for one of the managers to call you.

If when you call neither of us are available as we both have leave soon) please ask the switchboard to get a message with your name and contact number to Darren Wilson so that we can call you back as quickly as possible. Please do mention that we have asked you to call us to follow up on your review on the NHS website - thank you.

We hope you will get in touch so we can talk about your concerns. Pete Garland

Response from Isla Skinner, Head of Patient & Carer Experience & Involvement, Patient & Carer Experience & Involvement, Bradford District Care NHS Foundation Trust 4 years ago
We are preparing to make a change
Isla Skinner
Head of Patient & Carer Experience & Involvement, Patient & Carer Experience & Involvement,
Bradford District Care NHS Foundation Trust

Lead work to understand and improve the experience people, including unpaid carers, have of our services, involve them in that.

Submitted on 30/07/2020 at 18:40
Published on Care Opinion on 31/07/2020 at 10:11

Hello, I am really pleased to hear that you have got in touch with us and had a conversation with Peter. I hope you found that helpful and that you feel we have listened to you with concern and respect.

The team manager and leader are now going to take your feedback to the team to consider the points you made and what changes we should make to make sure we provide the right care.

We really so value people sharing their experience with us both when it is good and when things have not been right - it is one of the things that helps us to keep improving care. If you would like to know more about how people who use our services can help us improve care, now or in the future, please drop us an email to involve@bdct.nhs.uk and we will be happy to send you some information or have a chat on the phone.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Response from Isla Skinner, Head of Patient & Carer Experience & Involvement, Patient & Carer Experience & Involvement, Bradford District Care NHS Foundation Trust 4 years ago
We have made a change
Isla Skinner
Head of Patient & Carer Experience & Involvement, Patient & Carer Experience & Involvement,
Bradford District Care NHS Foundation Trust

Lead work to understand and improve the experience people, including unpaid carers, have of our services, involve them in that.

Submitted on 22/01/2021 at 19:27
Published on Care Opinion at 21:45

In the light of this and other feedback, the Patient Experience Team have set up a series of First Response Feedback Clinics, bringing staff and people who have used the service or their carers together, to gather more information about people's experience, and identify changes or improvements together.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
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