Highlands House - Ratings and reviews
Reviews
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Review titled Very poor practice
Rated 1 star out of 5
by Anonymous - Posted on 15 February 2024
Home visit on the 13-02-2023 the person was not interested and my expectations should not be high so still in the same position that I was in before the home visit where and how dose one get help with mental health.
Visited February 2024
Review titled Highlands House
Replied on 16 February 2024
We are sorry to read that you are unhappy with the care you received, this is not what we would wish and we will do what we can to support you and improve your experience. Please contact our Patient Advice and Liaison Service (PALS) on 0800 587 6757 (West Kent and Medway) as they can help you with any concerns or queries you may have about your care.
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Review titled Truly Terrible
Rated 1 star out of 5
by Anonymous - Posted on 22 June 2023
I made a call to the Urgent Care Helpline after realising how unwell and at risk I was. They arranged for Highlands House to call me. In a phone call appointment I was asked how I was and I replied detailing my situation. I was told "it's all in your head" and "people die, things happen yea?" The rest of the 15 minutes (I was told it would be 45 minutes or longer) continued in a similar fashion. 6 weeks later I had another phone appointment but no information about what the call was for. It turns out the the team didn't have enough information to make a recommendation for care so they requested the assessment be done again. A letter arrived detailing the decision made by the team after this second appointment with the same person. They concluded I was low risk! If there's one thing I'm not it's low risk! The letter stated that I "run to keep fit" as though it's a hobby. What I actually said was "I don't know what to do with myself. I can't keep still. My anxiety and agitation is so bad I have to run." The letter also outlined how I "take baths"! What I actually said is I take 4 icebaths per day in a wheelie bin to try and combat the intense feelings. This is very different! I reached out for urgent care because I was and still am at risk and have exhausted everything I know of to help myself. Everything I said was trivialised then misconstrued.
Visited June 2023
Review titled Highlands House
Replied on 27 June 2023
We are sorry to read that you are unhappy with the care you received, this is not what we would wish and we will do what we can to support you and improve your experience. Please contact our Patient Advice and Liaison Service (PALS) on 0800 783 9972 (East Kent) or 0800 587 6757 (West Kent and Medway) as they can help you with any concerns or queries you may have about your care.
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Review titled Made my situation worse
Rated 1 star out of 5
by Anonymous - Posted on 24 January 2024
GP referred after breakdown when having miscarriage with background of bipolar. Rejected my referral then reluctantly took me on after fighting for it. Staff called me at 8:25 in the morning when I was depressed and not sleeping, disinterested and rude, judgmental and I felt blamed. Made me worse. Some conversations talked to like a child with a raised voice - appalling.
Visited February 2023
Review titled Highlands House
Replied on 26 January 2024
We are sorry to read that you are unhappy with the care you received, this is not what we would wish and we will do what we can to support you and improve your experience. Please contact our Patient Advice and Liaison Service (PALS) on 0800 587 6757 (West Kent and Medway) as they can help you with any concerns or queries you may have about your care.
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Review titled Doctor's disinterested in patients
Rated 1 star out of 5
by Anonymous - Posted on 16 February 2023
This is my second experience with Highlands House and despite being years later it was still a horrific experience. After waiting 10 months to be seen the Doctor whom I had an appointment to see was disinterested, rude, and made snarky remarks. When asked about my symptoms he seemed dismissive and reductive with what I had to say. He often went on tangents about what he thought I should do with my life after assumptions he had made off of the short conversation he had had with me. Despite having a very obvious gender presentation, the doctor having my medical information and my title, he asked for my pronouns. I wouldn't take issue with this but he then proceeded to not get it correct until I pressed him on it. When saying I experienced some discrimination due to my sexuality and gender identity, he thought it appropriate to make light of this. A lady was shadowing with the Doctor, she was shy and mumbled and as she had a mask on I had little idea what she was saying. There was little structure which made it confusing to know who I was talking to and when. As I was place in-between them I was constantly having to turn back and fourth, which felt more like a police interrogation which is not ideal when a large part of the reason you are there stem from anxiety. He had some fixation that people with Anxiety issues shouldn't be allowed to drive cars, and spoke for a long while on the DVLA rules and whether or not I would need to inform them. He spoke for a long time on this only to finish that that I didn't have the symptoms required in order to contact them. The overall experience was frankly humiliating, I don't really know how we're in 2023 and people still can't treat people equally and with respect. I don't feel supported by the NHS when it comes to Mental Health and would recommend anyone who needs support to look elsewhere.
Visited January 2023
Review titled Highlands House
Replied on 23 March 2023
We are sorry to read that you are unhappy with the care you received, this is not what we would wish and we will do what we can to support you and improve your experience. Please contact our Patient Advice and Liaison Service (PALS) on 0800 783 9972 (East Kent) or 0800 587 6757 (West Kent and Medway) as they can help you with any concerns or queries you may have about your care.