Florence Ball House - Ratings and reviews
Reviews
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Review titled Terribly Front Desk
Rated 1 star out of 5
by Anonymous - Posted on 16 November 2023
This practice has not compassion or shows any proudness to working in the field. Firstly, contacting the service is incredibly difficult with call times being approximately 5 minutes and once the phone is answered, there are specific people who are incredibly rude, condescending and outright ignore the information you provide while responding to you in a mocking tone. I would highly recommend avoiding this practice if you are vulnerable or require support as the front desk simply do not care and are clearly just completing a check box for their specific job. There doesn’t appear to be any other form or contact either, other than the phone number. The level of support is close to non existent. I will commend one of the staff and they are friendly and supportive but the others are difficult to work with. If I could transfer to another service which is close by I would but unfortunately this is my only option. Once you speak to the doctors, however many attempts it take or however long, the doctors are very supportive and kind. I couldn’t thank the doctors more for their support. Only massive issue is their front desk.
Visited October 2023
Review titled Florence Ball House
Replied on 17 November 2023
We are sorry to hear you that you are not having a good experience when you contact this service. Unfortunately, in your post, you don't say which service or practice you are in contact with. Would you be able to state the service here on Care Opinion or email: elft.communications@nhs.uk and put 'FAO JF'. We can then follow this up to pass this on to show the impact when people are not managed respectfully and sensitively when they call - and look at how to address this. We would also like to convey your kind words to the medical staff too. Thank you for this feedback. It will assist us in making improvements so that others that contact this team have a better experience. Best wishes
Provided by Care opinion
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Review titled Awful place
Rated 1 star out of 5
by Anonymous - Posted on 18 October 2023
I was told by the psychiatrists to pick up my prescription at 12.30pm. I arrive and when I go to speak to reception I'm greated with the receptionist rolling her roll up with her tobacco packet and crumbs on the desk. I hate to wait until they finished rolling their roll up. Then met with careless blank stair a cold responses my prescription wasn't ready I waited total 30minute asking occasionally if its sorted was told nope! When asked if there's anyone else etc nothing but blunt responses, I felt very uncomfortable like I was intruding. As the first person I'm greating when inside a place that deals with mental health patients and very vulnerable people. It's disgusting that, that's how the front of staff behaved
Visited October 2023
Review titled Florence Ball House
Replied on 28 October 2023
Thank you for giving us this rather disturbing feedback. This is something we would want to look into as a matter of urgency. It is not clear if this is your experience when picking up a prescription from one of our sites at ELFT or from a high street dispensary. Either way, I apologise for the poor service you have received. You don't state which service or area you receive services from so could you email us on: elft.communications@nhs.net to give us a bit more detail so that we can investigate. If you put 'FAO JF regarding prescription issue' in the email title, it will come to me for review. I look forward to hearing from you.
Provided by Care opinion
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Review titled Extremely Unhelpful Reception Staff
Rated 1 star out of 5
by Anonymous - Posted on 09 October 2023
I have multiple times requested help from the reception team at Florence Ball House. They seem to be a full mental health service but they have no interest in helping treat my other mental health issues and being an ally to me in a difficult time. It has been a cold and sterile assessment alone and they always act as if I am wasting their time with my requests. I had a big delay getting a prescription due to an error from them where they sent me to my own GP incorrectly causing a lot of confusion. I never received any communication from them in regards to this matter until it was finally resolved by a prescription turning up. I had to chase everything myself and I never had anyone apologise for this. This feeling has been true every time I interact with the service. I am keen on being grateful to the people helping me in a difficult time so I am thankful to the doctor who took my appointments who did a good job. The rest of this service is poor though and I can't see an excuse for it when I come in and see it not busy at all, but still having two staff at the front desk
Visited September 2023
Review titled Florence Ball House
Replied on 28 October 2023
I am so sorry that you have had these difficulties and encountered what sounds like an unhelpful approach when in contact with the service. It is not easy when you feel vulnerable and unwell. We will pass this feedback and your observations to the service manager to discuss with the team. Your post on Care Opinion is anonymised but if you would be happy to be contacted by the manager to get more detail about your experience, could you email: elft.communications@nhs.net. Put 'FAO JF re Florence Ball House' and it will get to me. Thank you for your feedback. I wish you well in your recovery.
Provided by Care opinion
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Review titled not what expected
Rated 1 star out of 5
by Anonymous - Posted on 03 March 2023
after being cared for with this service it was less than expected with no after care. ive been with this care group for a while but recently they don't do any after care and follow up on things needed for the patient so I have to make more appointments.
Visited January 2023
Review titled Florence Ball House
Replied on 06 April 2023
Thank you for taking the time to post this feedback. You don't say which ELFT crisis service you were in contact with. Would you be able to post again to provide this information so that we can look into this further. This type of service aims to support individuals when they are in crisis and would usually refer the person on for further support and input, often from another team. So it is concerning that this hasn't happened with you. I look forward to hearing from you.
Provided by Care opinion
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Review titled Compassionate and kind staff
Rated 5 stars out of 5
by Franchesca Saunders - Posted on 08 July 2022
I came for an ecg and blood test but ended up sharinf a recent trauma with 2 members of female staff, they were extremely kind caring and sensitive to my needs and gave me lots of helpful information to take away, I can't thank them enough for their support
Visited July 2022
Review titled Florence Ball House
Replied on 11 July 2022
Thank you so much for taking the time to share your feedback. We will ensure your kind comments are shared with the team at Florence Ball House.
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Review titled Just very poor
Rated 2 stars out of 5
by James Green - Posted on 15 June 2022
My wife under the MH team and they know she had to stop her MH meds. They said they would call to arrange new one but blood tests first three weeks of me calling them daily and been promised a call nothing happened. Took GP to complain before we got appointment. Called again today 15/6 for new prescription was told they will call you am to get it. Nothing no call nothing! Now sat in A&E after a breakdown. Not fit for purpose
Visited June 2022
Review titled Florence Ball House
Replied on 16 June 2022
Dear Mr Green, Thank you for taking the time to share your experience and we are sorry for any difficulties you have encountered. All comments are invaluable in helping us understand what we do well and where we need to do better. We have also shared your comments with the team at Florence Ball House.