Steps To Health - Ratings and reviews
Reviews
-
Review titled Poor waiting experience
Rated 2 stars out of 5
by Anonymous - Posted on 23 August 2023
I had a recent appointment at Steps to Health for a medication review - the doctor was running 45 minutes late, and during that time the radio was on full blast. This alongside other patients watching videos on their phones was extremely overwhelming. As someone who finds it difficult in overstimulating environments, the radio should be turned down. The waiting room is quite clinical and the lights are very bright (dazzling almost), I understand this may be something that can be changed but as someone with mental health difficulties, it would be more appropriate if the waiting area was designed for those who struggle. The heart shaped sign situated in the middle of the reception desk saying “You are enough” is quite distasteful. I don’t think it is appropriate given the context of how people are treated where the receptionist gives the impression that she has “had enough”. For example, having a private conversation with another colleague on the phone in earshot of patients that were waiting. I am disappointed in this service, I expected an environment that understands, is empathetic and cares about the patients. In writing this, I noted other reviews on Google where patients had a similar experience and gave feedback but no action has been taken. I would like your assurances that changes will be made and look forward to hearing from you.
Visited August 2023
Review titled Steps To Health
Replied on 11 September 2023
Hi, Thank you so much for posting your review about our services at Steps to Health and raising some really insightful matters to improve the environment. With regards to the points you have raised. The heart shaped sign has now been removed. The volume of the radio has now been addressed and reception staff will be vigilant with other noise in the waiting area to encourage others to be considerate about noise levels. We will be discussing options with our estates team about the lights being dazzling to see if there is anything that we can do to improve this and reduce the level of lighting. Also, we will look at an improved way of communicating with people when there is a delay to appointment times as frequently staff will share this with people when they are waiting. I hope this goes someway to demonstrate the importance we place on hearing the views of people using our services. Recognising there is always more to do. If you would like to be more involved in helping us shape what the waiting area should look like and more, please get in touch with us at bchft.getinvolved@nhs.net to arrange a time to chat about this in more detail. Thanks again, Matt
Provided by Care opinion
-
Review titled left with no support after hospital admission
Rated 1 star out of 5
by Donna - Posted on 18 January 2023
I have long term issues with bipolar disorder. Came out of hospital October 2022, had 2 weeks of home treatment team. Was promised ongoing support and help from CPN. Given a blank care plan upon discharge from home treatment and an appointment with a psychiatrist 7 months (!) later. I am newly prescribed lithium and olanzapine, have not been given any monitoring plan for the lithium, and have been experiencing issues with olanzapine. I had serious movement issues develop rapidly, and restlessness/inability to sit still to the point of being unable to lie down and involuntarily biting my tongue and other distressing movement issues along with unstable blood pressure which was rising to dangerous levels. I could not access any support so decided to reduce my medicine since my symptoms were so distressing. I do not have a history of ever coming off mental health drugs, i actually want to be on medication as i know how important it is for me. I have tried multiple times to ask for help with my issue but the duty team said they can't help as it's a physical issue and simply told me to keep taking my medicine until May (I don't feel safe to take it, and my symptoms are extreme and came on rapidly). They referred me to my GP who said that this is an issue for specialist psychiatry and he doesn't feel comfortable dealing with it. So i phoned the duty team again who promised me a call back after a meeting. They didn't call back. I am so tired of trying to get support, am deteriorating and feeling increasingly suicidal. I simply can't find anyone to help give me urgent support or advice other than someone who answered the phone simply saying "take your meds" and being dismissive of the rather extreme side effects i have been experiencing. So now i'm in a position where i can't get urgent help from my GP, and i also can't get any urgent help from mental health. I really don't know what to do other than try to go to A&E but i don't think it's an appropriate place to go for my issue. Since stopping the medication, I feel a little better but my physical movement issues are incredibly depressing and persistent and i feel really unwell. Trying to get support with writing a complaint but am just feeling at a complete loss at this point. I feel the lack of care i received has been dangerous and could easily result in serious harm, i'm trying so hard not to go down this road but everything is just too much and i don't know what to do. It seems inevitable i'll end back in hospital and i'm so scared.
Visited January 2023
Review titled Steps To Health
Replied on 19 January 2023
Hi Donna, Thanks for getting in touch. Sorry to hear about the torrid time you have been having recently with your health. I have spoken to the teams who are best suited for your needs and they are going to give you a call to discuss what can be done to help. If you have difficulties with who to contact in future please get in touch with our Service Experience Desk (SED) who will be more than happy to help. They can be contacted either be email SED.bchft@nhs.net or via phone on 0800 587 7720. Thank you for reaching out. Patient Experience and Involvement