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Dreadful service

Posted By 01megan

"Dreadful service"

About: East Glade Centre

(as a service user),

Received dreadful service at East Glade. No contact via email since December 2020. Support worker makes no attempt. Other workers have disappeared off the face of the earth. Haven't seen a Dr since Feb 2020. Albeit covid, many practices do have video consultations. It wouldn't be difficult to arrange.

Complaints raised but never registered. I would be interested to know why a complaint raised last month has not been acknowledged within the 3 days stated.  

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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 20/05/2021 at 19:03
Published on Care Opinion on 21/05/2021 at 09:55

I'm really sorry to hear this and sincerely apologise for this experience.

The most pragmatic way forward is to phone the service on 0114 271 6451 and ask for a senior practitioner who will be able to discuss how we can best make contact with you and re-establish contact with you.

I will ensure that the service are anticipating a call from you if you can reference that you sent a message on care opinion.

I'm sure that the service will be keen to ensure this is resolved as quickly as possible.

kind regards

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

Update posted by 01megan (a service user)

Resolved is certainly an understatement. Actions were agreed upon verbally, but appointment letters sent out with the same staff that were agreed to be removed from care?? Also the need to request face to face meetings when virtual ones were supposed to be considered.

I still feel that patient needs/requests not listened or adhered to.

Response from Jenni Barker, Service Manager, Mental Health Recovery Service North and South, SHSC 3 years ago
Jenni Barker
Service Manager, Mental Health Recovery Service North and South,
SHSC

Submitted on 18/06/2021 at 13:54
Published on Care Opinion at 15:57

Hi

My apologies that you feel the service has not met your needs after further discussion. I would like to understand the context of this more and would welcome the opportunity to meet with you or have a virtual appointment. If this is something you would like to explore please do not hesitate to contact me to arrange this.

Kind Regards

Jenni Barker

Service Manager

North/South Recovery

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

Update posted by 01megan (a service user)

Hi Jenni,

The context is very simple. It was agreed with the Practice Manager at East Glade that a care coordinator be removed from my case and re-allocated a new one. I was also told I would receive a letter about actions discussed in relation to this.

I received no such letter only an appointment letter with the same care coordinator for my CPA?? Why would I want to meet with someone I had complained about? The Practice Manager said there would be an internal investigation so this is completely unacceptable.

I find the trust does not listen to service users. I do not understand the insistence of having me work with this person after raising a complaint about them.

It adds more stress to a person's health than it does good.

Update posted by 01megan (a service user)

This situation is utterly ridiculous and the worker I have requested not to be on my case left me a voicemail about how they will be attending the appointment. They have also stated that they haven't heard from me - this couldn't be further from the truth.

I don't know why the Practice- North and South team are being so difficult with removing this person from my case and investigating my complaint. I am being forced to work with someone who does not respond to emails/calls and then am told I am the one who isn't contacting them. It is an absolute disgrace.

I am appalled by the level of service from North and South Practice Managers dealing with this.

Response from Jenni Barker, Service Manager, Mental Health Recovery Service North and South, SHSC 3 years ago
Jenni Barker
Service Manager, Mental Health Recovery Service North and South,
SHSC

Submitted on 19/07/2021 at 11:02
Published on Care Opinion at 16:57

Morning

I am genuinely sorry you feel your service has not been good. Unfortunately I have no context to this, unfortunately this site does not leave any details where I can contact you directly so unfortunately I am unable to respond further unless you contact me directly to discuss this more.

As always the service aims to support and we understand people don't always feel this is the case, under these circumstances we will try and work with you to understand your needs and ensure we are doing what we can to resolve issues or concerns. I hope we are able to speak in relation to this.

Kind Regards

Jenni Barker

Service Manager

North/South Recovery

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

Update posted by 01megan (a service user)

Hi Jenni,

I haven't had any of your contact details. I've contacted a month ago and also within the last 2 weeks. I'm not sure how much contact would suffice for that purpose.

I had the number for the first Manager on the first response and was contacted a few weeks on.

A virtual meeting would be fine as I am so exasperated with mental health services in Sheffield.

Thanks,

Megan

Response from Jenni Barker, Service Manager, Mental Health Recovery Service North and South, SHSC 3 years ago
Jenni Barker
Service Manager, Mental Health Recovery Service North and South,
SHSC

Submitted on 21/07/2021 at 15:11
Published on Care Opinion on 22/07/2021 at 09:43

Hi Megan

You can contact me on the telephone number for North (0114) 2716217 or South (0114) 2716451 Recovery Teams. I would be more than happy to meet virtually and look at ways forward to support your needs.

I hope to have more communication with you soon.

Kind Regards

Jenni Barker

Service Manager

North/South Recovery

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