Shelby Birkby
2/5
First off I got referred to this service and then discharged after 6 months after not even having an appointment. According the letter I received, I was discharged because I had not responded to an appointment letter, when I called to enquire about this (has I had not received a letter) they refused to talk to me. I enquired with my GP and they had no record of a appointment letter been sent, so the GP referred me again.
Fast forward I don't know how many months, I missed a call (whilst at work) from this service. So I called back, the guy (can't remember his name) I spoke to was lovely and he informed me that I am now on a waiting list and due to Covid-19 things were taking a bit longer however I should receive an assessment in around 16 weeks. I also informed him that I have serve anxiety and will not an answer phone calls from unknown numbers but will respond to voicemails, emails and texts. He understood this and said he'd make a note on my record of this so they knew to contact me by one of these methods.
So after the battle I had to even begin to get an appointment, my experience of calling to respond to a letter was degrading and rude. I received a letter stating that the team had tried to contact me on several occasions but with no success, however no-one had left me a voice mail, text or email (like I'd requested). I called St. Georges and explained to receptionist what the letter said, her response was unfriendly and she reluctantly forwarded my call onto the secretary to try and find a solution. After waiting on the phone for a good few minutes, the secretary finally answered. She was also unfriendly and was acting like it was a big inconvenience that I called and it was as if she couldn't wait to get me off the phone. I apologised several times about missing calls and explained that when I last spoke to someone, he agreed to put on my record that I don't answer unknown numbers and to leave a message. The Secretary repeatedly said this didn't matter and that the assessment appointment I could have had was now gone, I said I understood this. However she was really rude about and kept complaining that she had tried to contact me. The secretary (who didn't and wouldn't give me her name) asked who my support worker was and I explained I didn't have one, this was met with a rude and unkind response, she also asked who managed me when I was in crisis, I explained that I only had a GP and no-one that supports me. She coldly asked "do I still want their service" and I said if possible please (I thought I'd been took off the waiting list), she snapeed "I suppose that's a yes then". The secretary sighed and acted like it was an inconvenience to keep me on the waiting list, she rudely said she'd try to find me another appointment (after again reminding me that she'd tried to call me before and the appointment I could have had was now gone) and then call me back (I'll be surprised if I get a call back). I also had a few questions to ask but I gave up trying as the rude, unkind and frankly unprofessional manner put me off trying and I was made to feel like I had to end the call because I was an inconvenience and wasn't worth the time.
This phone call was horrible and has now left me very anxious and paranoid about using the service. I really hope the mental health teams aren't like this and that this was just a badly trained Secretary (if you're answering the phones for mental health services, you really need to be aware that the patients may be anxious when they call).
I would formally complain however I can't without their names, and when I've complained about the mental health services and their staff before I've just received a fake apology and a promise of it won't happen again however it does.
