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Western House - Ratings and reviews

Reviews

Displaying 1 to 4 of 4

  1. Review titled No Doctor

    Rated 1 star out of 5

    by Anonymous - Posted on 04 January 2024

    Appointment cancelled and not rebooked. Told there was no Doctor! No idea as to whether the appointment will be rearranged. Nowhere to ask about problems that have arisen with the medication that currently am on. No review to potentially get treatment for a particularly troublesome issue associated with the main illness being treated. Terrible that a mental health service provider has no Doctor for their patients. Have no alternative Professional overseeing things,no named Professional to speak with. Poor planning, leaving patients hanging with no idea of when or if appropriate help or treatment will be given. When there is only one service providing patients in an area of Essex, it is appalling that there is no Doctor. Why is there no Doctor? How can there be no Doctor? Or is there a Doctor, but they are only dealing with select patients. This scenario needs sorting. Patients should be able to reach or speak to a Psychiatrist about medications, and problems arising from medications, or are patients supposed to wait till it gets very seriously bad, and approach A and E?! Shockingly poor service and service provision.

    Visited December 2023

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    Review titled Western House

    Replied on 02 February 2024

    Dear Reviewer My name is Jomir Hussain, I work in the Patient Experience Team. I am responding to your review of poor service at Western House and lack of appropriate service provision. If an appointments gets cancelled for any reason, a further appointment should have been offered to you and I am sorry that this did not happen in your case. It is important that the medication you have been prescribed is working for you and a review opportunity should have been made available for you to discuss this with a clinician. It is worrying that a troublesome issue has been left untreated as this is can get worse over time if not addressed. I understand that there has been a lack of communication about plan of treatment, which I’m sure must be very unsettling for you and of course can hinder your social and work life. You have raised concerns that we would like to resolve and learn from. Your feedback was processed anonymously, hence 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: Hussain.jomir@nhs.net • You can contact the PALS (Patient Advice and Liaison Service) by email epunft.pals@nhs.net or by telephone 0800 085 7935 and we will try to resolve your issue within 24 hours. If we can’t do so or if you are not satisfied with the response, we will arrange for it to be investigated. • 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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  2. Review titled Terrible time

    Rated 1 star out of 5

    by Anonymous - Posted on 25 August 2023

    This mental health team decided to remove me from their service. Left with no Psychiatrist, no idea of whether the only medication will be continued (the only medication that helps my depression and lessens suicidal thoughts). The Team effectively told me I am untreatable, and removed me from their lists. Zero hope for things to improve. They don't communicate, calls don't get returned, treatment that is unclear, ignored one of the biggest problems, and then removed me from their services. They don't accurately document appointments, and send incorrect letters to other Professionals. A mental health team that doesn't even bother to treat mental health patients.

    Visited July 2023

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    Review titled Western House

    Replied on 26 September 2023

    Thank you for taking the time to share your concerns with us and we would like to express our sincere apologies that the care you have received has fallen short of our service delivery expectations. We would welcome the opportunity to discuss the concerns that you have raised in more detail so that we can address this with staff involved to ensure future learning and service improvement. If you would like to discuss your concerns please could you liaise with our PALS (Patient Advice & Liaison Team) via epunft.pals@nhs.net who will be able to put you into direct contact with the Clinical Manager for the service.

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  3. Review titled Fantastic quality of care

    Rated 5 stars out of 5

    by James H - Posted on 15 May 2023

    I've been really helped and really well looked after by the doctors and other practitioners at Western House. I couldn't have asked for me.

    Visited May 2023

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    Review titled Western House

    Replied on 04 July 2023

    Thank you for taking the time to provide your feedback and that you feel you were well looked after. We will ensure your feedback is passed to the relevant staff and once again thank you.

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  4. Review titled Kind

    Rated 4 stars out of 5

    by Anonymous - Posted on 05 March 2023

    I have been going to western house quite a lot in the past few years. I've seen a lot of different people there and whilst the mental health services could be improved, there are always kind receptionists and people to talk to. They have always looked after me, even when I couldn't myself. Thank you.

    Visited March 2023

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    Review titled Western House

    Replied on 21 March 2023

    Thank you very much for taking the time in providing your feedback and the kind words regarding our staff, which we will ensure is passed to the service. Once again thank you.

    Report as unsuitable