Over the past year, we have received feedback on the Chiltern Adult Mental Health Team (CAMHT). Unfortunately, all of this feedback had been negative. So, we showed it to the providers: Oxford Health.
People spoke about staff being “rude” and “dismissive”, or that the service was “dangerous”.
[I] was referred to the Valley Centre for an assessment. They were dismissive, rude, tried to twist my words, basically treated me like nothing.
We decided to share what you told us with Oxford Health, so that they could make improvements. They have taken this feedback very seriously.
In the response, Pauline Scully, Deputy Chief Operating Officer, wrote:
We are deeply sorry that this has been the case and offer an unreserved apology to all those individuals who have had such a negative experience… We will use ‘you said we did’, to ensure that we are providing feedback on service changes from feedback.
Oxford Health have also said that they will:
- Continue monthly PALS (Patient Advice Liaison Service) visits at the Day hospital to collect feedback.
- For a member of staff to attend a ‘sit and see’ clinic at the Valley Centre to get direct feedback. They will also check that there are feedback boxes, paper feedback facilities, leaflets/posters about PALS.
- Set up a feedback station in reception at the Valley centre starting 22th May.
- For a member of staff to collect patient stories from Chiltern to present at team meetings and also at the Trusts board meetings.
- Where possible contact those people who provided the feedback to make sure they are being properly supported and to find out more about their experiences.
You can read the full letter we sent, and Oxford Health’s response below.