Coombewood Centre - Ratings and reviews
Reviews
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Review titled Inconsistent disjointed service
Rated 2 stars out of 5
by Anonymous - Posted on 26 February 2024
I left hospital in September last year after a three month stay in a secure mental health ward with bipolar disorder. Since then I have been under the ‘care’ of the team at Coombewood. The care is disjointed at best. Appointments are cancelled and not rearranged, In online meetings I’m told I’ll be sent the slides afterwards and they don’t appear. I was told I would have three monthly blood tests to check my levels of lithium and then I find out it’s only every six months, which goes against NHS guidelines! Nearly six months after leaving hospital I have no clear idea when I will have psychological support or with whom.
Visited February 2024
Review titled Coombewood Centre
Replied on 07 March 2024
Dear Reviewer, My name is Jenny, I work within Patient Experience Team at Essex Partnership University Trust (EPUT). Thank you for taking the time to write this review. I am sorry that your care has been disjointed and that appointments have been cancelled and not re-arranged for you. Please accept my apologies that this has happened. I would like to support you to get a resolution. As this feedback was processed anonymously, I do not have access to your contact details. There are number of ways for you to contact us, my details being the first. Email: jennyhedges@nhs.net Alternatively, you can contact the PALS (Patient Advice and Liaison Service) by email epunft.pals@nhs.net or by telephone 0800 085 7935 and they will try to resolve your issue within 24 hours. If they can’t do so or if you are not satisfied with the response, they can arrange for further investigation for you. • You can email a complaint or comment to epunft.complaints@nhs.net or telephone the Complaints Department on 01268 407817 between 09.00 and 17.00 Monday to Friday (excluding Bank Holidays). • You can contact an Independent Complaints Advocacy Service between 09.00 to 17.00: POhWER on 0300 4562370, Rethink on 0300 790 0559 or if you are a Southend resident, Healthwatch on 01702 416320.
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Review titled Probably doing their best
Rated 1 star out of 5
by Anonymous - Posted on 28 November 2022
After having my appointment rearranged due to the health care provider being ill I was finally able to see someone who it turns out isn't able to make referrals or decisions of any kind. I was told that I would receive a follow-up call that day, but I didn't. I called them myself, it took some work to convince the person I'd spoken to that I had even had an appointment. The result of this was that I was to have a follow-up appointment with a psychiatrist, I agreed. I've since received a letter asking me to call to confirm I'd like to see the psychiatrist, and to arrange an appointment. After waiting for a while on hold I managed to speak to someone who was speaking on behalf of the secretary of the psychiatrist. They're going to email the secretary (who isn't in work today). This experience has made it clear that mental health services are designed to dissuade people from using them. Delay after delay, miscommunication after miscommunication. I'm sure the staff are doing the very best they can, but it's clearly not good enough and something fundamental is broken.
Visited November 2022
Review titled Coombewood Centre
Replied on 21 December 2022
Thank you for your comment and we apologise if your expectations were not met during your first appointment. We take patient satisfaction seriously and we want you to know that we appreciate your feedback. First appointments are often an assessment and more complex decisions are often made by a Multi-disciplinary Team (MDT) and not during the first appointment. Unfortunately, we do not have enough information to conclude this is what has happened in your case. If you would like to discuss this further please do contact our Patient Advice and Liaison Service (PALS) on 0800 085 7935 or by email to epunft.pals@nhs.net who will be more than happy to assist you.