Care Opinion

Changes to "One Recovery"

Posted By octansqc58

"Changes to "One Recovery""

About: One Recovery Bucks / Aylesbury

(as a service user),

Stars changed to ‘One Recovery’ as from 1/10/17. Since then services gone right downhill! Less classes available. Asked to ‘phone on the day’ to check what classes are running. Phoned last two days. Was answer phone – then engaged tone- then cut off. So now charged for 4 phone calls and no reply! Apart from the Artbox, cancelled (which I loved) also recovery café cancelled - which was very popular. Also, my ‘one on one’ worker is leaving which is terrible news! I think the service should be renamed ‘no recovery’ now!

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Responses

Response from Tracy Braddock, Service Manager, Inclusion 6 years ago
Tracy Braddock
Service Manager,
Inclusion

Submitted on 07/12/2017 at 17:40
Published on Care Opinion on 08/12/2017 at 09:43

Thank you for your very valuable feedback.

I am really sorry and can only apologise for the experience you have had during the transition to our new service. During the first week we did have a problem with our phones as we changed IT, which also took our Aylesbury internet phones down. Once we realised this, we transferred all calls to our High Wycombe office until things were resolved.

All phone call messages not only come onto the answer machines but are also sent to our internal email system so missed calls can be followed up, so if you cant get through please do leave a message in the future and one of the team will get back to you as soon as possible.

Our cafés were only closed on the first week until we trained all the new staff on food hygiene & Health and Safety. They are up and running so please call in anytime from 12-4 on a Wednesday or Friday. We have our Christmas café event next week, so it would be great if you could join us.

Unfortunately we did close the Art box as we only had very limited attendance and this was staffed using fundraised money as a bonus to the core service. We now have our open access drop -in daily from 12-4 where various groups are run, just pop in and ask for a timetable. You can also still get access to arts and craft materials during this time as you stated you enjoyed this.

Unfortunately staff do move on and we are always sad to see them go, as we understand the impact this can have on service users and our team. But we are recruiting and should have someone in post in the very near future.

My sincere apologies again and if you want to talk in person directly to me as service manager, please do get in touch.

All the best with your recovery

Tracy

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