Let's Talk Hull - Ratings and reviews
Reviews
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Review titled Terrible experience
Rated 1 star out of 5
by Anonymous - Posted on 16 July 2023
One is too high a score for Let's Talk. It is a truly shocking service. I referred myself online, being led by Let's talk to believe this would be processed quickly. A month later and I had not heard anything, so I contacted Let's Talk. Although I phoned many time, no-one answered the phone. After a week of trying, finally, someone picked the phone up. They were very unhelpful, dismissive and downright rude. I was told, "You're not the only person waiting. We have a backlog and we don't have enough therapists to meet demand. You'll just have to be patient." She then ended the call. Another month went by. Again no contact from Let's Lalk. I phoned again. Eventually someone answered. They said I had been referred to a group at 10am. I informed them I had not received any communication of this. They replied I had been discharged for not attending. I said how can I attend something I have not been told about. I explained I am working and cannot do mornings. Unbelievably, she offered me a morning group. She clearly was not listening to me. I had insist on one-to-one treatment. Finally, she agreed. Yes, a non-clinical staff member is allowed by Let's Talk to decide who gets therapy! It was another 4 weeks, 3 months since referring myself, that I finally got an appointment with a Let's Talk therapist, although they didn't keep the appointment. I believe the government guidelines are treatment within 6 weeks (not 12). I gave up in the end. How many other patients have done the same with Let's Talk? Let's Talk are absolutely useless. They're even worse than the NHS! Their management need to either be re-trained or made redundant, with new managers hired. Why are they not recruiting more therapists? I have reported Let's talk to Hull ccg and the cqc I encourage other patients to do likewise. Let's Talk? From a patient perspective, Let's Not Bother.
Visited July 2023
Review titled Let's Talk Hull
Replied on 18 July 2023
We are so sorry you've had such a negative experience with Let's Talk. Your feedback has been sent to the service manager but we would encourage you to contact our Customer Care team to log what's happened and so that we can investigate fully. Please email chcp.customercare@nhs.net or call 01482 347627. Thank you so much for taking the time to tell us what's happened.
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Review titled Awful experience
Rated 1 star out of 5
by Sheila Baldwin - Posted on 03 January 2023
Online referral made, (no contact with a person). All contact via email and text. Given details of the 4 week CBT course (as an ex mental health nurse I knew this was not something I wanted but I decided to go with it as possible talking therapy available afterwards). I was provided with date and time of online access to the CBT course. My referral number and name would be required but, on the day, I could not log on to Microsoft Teams. I immediately rang the number provided but recorded message told me everyone was busy but to leave my name and number and a brief message and someone would get back to me. No one did. I then received an email telling me that, as I had missed my online appointment, I would be discharged from treatment. Let’s Talk - at no point from referral to discharge did I get to talk with anyone. During my nursing career I never worked in a NHS team that provided such unhelpful and disappointing care.
Visited November 2022
Review titled Let's Talk Hull
Replied on 06 January 2023
Dear Sheila, we are so sorry you are unhappy with the service you've received from Let's Talk. We encourage anyone who has a problem with our services to get in touch with our Customer Care team. You can email them on chcp.customercare@nhs.net or call 01482 01482 347627. Your review has also been forwarded to the Let's Talk team. Thank you for taking the time to tell us about your experience.