"Negotiating care"

About: Community Mental Health Teams Community Mental Health Teams / Early intervention in psychosis service (EIP) (Limbrick) GPs in Sheffield Highly Specialist Services / Specialist psychotherapy services

(as a service user),

I’m very unhappy with how I have been treated throughout the whole process of receiving care. From GP’s being unaware of mental health concerns, to chasing up SPA over and over again, to be let down by individuals with senior positions, to being referred to Psychosis Intervention services, to Specialist Psychotherapy, to CBT and then re-referred to the Mood team, I am at a loss.

I have been constantly been told that I have had a negative experience by staff because of being batted from service to service - in their words. I’ve experienced these problems due to standard operational and bureaucratic procedures.

I’ve experienced constant retriggering experiences due to having to tell my story and symptoms over and over again, while experiencing a plethora of symptoms due to my diagnosis of bipolar. I’ve been sent to services due to tick box exercises that determine my pathway- completely negating my feelings and voice.

I’ve been made promises time and time again - without asking for promises -might I mention - for them to be broken anyway. I’m not a statistic, a collection of data on a spreadsheet- I am a person with a need that is not being met.

Having worked in MH services, now I can understand the difficultly that patients face - becoming increasingly disillusioned with support and the system and becoming entirely disengaged with support.

My GP offers no help or guidance- I am left to contact my GP regarding medication updates, renewals with no questions about how I am finding the new medication or medication consultations or reviews.

Each step has put the onus on me rather than the usual stance of ‘encouraging independence’ or recovery model. I came to services wanting support but now I feel an unnecessary level of stress from trying to negotiate - and I mean negotiate - my support.

How am I supposed to hold down a job, relationships, basic day to day functioning. I’m not asking to be fast-tracked, to have a superior level of support, nor am I asking for an apology for what I’ve spoken about above. I am just wanting a basic level of support and reassurance that my needs will be met.

My experience has been disappointing, misleading and showcases a lack of collaboration and communication between services and a level of disrespect towards a service user I would hope no one else would have to endure. A lack of foresight, person centered care and responsibility has understandably exacerbated distress and a feeling of distrust.

I originally wanted to make a formal complaint, but I am unable to navigate a system which seems to fail service users and cause unnecessary delay to their recovery.

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Responses

Response from Paul Nicholson, General Manager, Community Services, SHSC 3 years ago
Paul Nicholson
General Manager, Community Services,
SHSC
Submitted on 08/12/2020 at 12:33
Published on Care Opinion at 12:33


Dear Giovanni

I'm really sorry to hear of the experience you have had with services and do apologise for it not been very helpful

I can not influence the issues with you GP but if you email ClinicalOperationsAdmin@shsc.nhs.uk for the attention of Paul Nicholson giving you name, DOB and contact number I can look into how your care and treatment is being provided and get in touch with you to discuss.

thank you for raising this

regards

Paul

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Response from Nicolle Smith, Patient Experience Officer, NHS Sheffield ICB 3 years ago
Nicolle Smith
Patient Experience Officer,
NHS Sheffield ICB
Submitted on 15/12/2020 at 14:58
Published on Care Opinion on 16/12/2020 at 14:32


Dear Giovanni

I am sorry to learn of the numerous obstacles you have encountered and how this has affected you. You have a right to raise these issues either informally or formally. In both cases, please be assured that you wouldn’t have to navigate any complaint alone. You are entitled to free support and advice from an Independent Health Complaints Advocate and for Sheffield residents, advocacy is provided by The Advocacy Hub who can be found at https://sheffieldadvocacyhub.org.uk/. There is also a Complaints Team at Sheffield CCG that is happy to help you or your advocate work out who should take ownership of each issue and to support and signpost. If it would be easier to make the one call/contact then do get in touch with one of the team at Sheffield CCG Complaints on 0114 305 1307 or visit our website https://www.sheffieldccg.nhs.uk/get-involved/comps.htm and they can always make an advocacy referral on your behalf.

Kind Regards,

Nicolle Smith posted on behalf of Sonya Friend- Complaints manager.

Sheffield Clinical Commissioning Group.

Sheffield Clinical Commissioning Group is responsible for planning and buying (commissioning) many of the healthcare services in Sheffield.

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Update posted by Giovanni (a service user)

Hello,

Paul - I have emailed the Clinical Admin team but have received no further response via email or phone.

Nicolle/Sonya - I have since learned how to make a formal complaint and completed this after my Care Opinion posting. On the website, the guidance specifies that an outcome focused plan to solve the issues highlighted would be discussed within 3 days. Again, there is something fundamentally wrong with the complaints procedure as I am still without a response.

I find the whole process a complete and utter waste of time. Making a complaint and making a complaint about the complaints procedure is almost laughable - but this isn't funny, and I despair when I think of the most needy, who are desperate for clarity and support.

Again, I do not want an apology. I want safe and accessible care.

Response from Paul Nicholson, General Manager, Community Services, SHSC 3 years ago
Paul Nicholson
General Manager, Community Services,
SHSC
Submitted on 18/12/2020 at 11:07
Published on Care Opinion at 13:54


Hi

Thanks for talking with me this morning. I just wanted to reiterate my sincerest apologies for the experience you described to me.

As noted, your concerns will be picked up and addressed formally through our complaints process now that you have successfully made contact with them.

kind regards

Paul

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