Service changes and visiting during the COVID-19 pandemic

During this COVID-19 pandemic there may be changes in the way some of our services work. Contact the service directly to check how services are being delivered and follow their advice.

Some of our services now offer video consultations. You should speak to your clinician if this is something you would like them to consider. You can find out more about video consultation here.



Contact the ward you wish to visit in advance for guidance and instructions for a safe visit.

You can read some general  NHS guidance on visiting healthcare inpatient settings.pdf [pdf] 89KB

If you need help in a mental health crisis during the COVID-19 pandemic outside office hours please contact our crisis team: Help in a crisis

For other medical advice and support contact your GP or visit NHS 111

Only visit your local Emergency Department for serious life-threatening conditions that need immediate medical attention including persistent severe chest pain, loss of consciousness, acute confused state, severe breathlessness, severe blood loss, serious burns or suspected stroke.

You said, we did

Examples of steps taken as a result of feedback from complaints.

September 2021

Forensic Services

You said: “No one responded to my emergency call bell.”
We did: The alarm/nurse call system was checked and configured correctly. (High Secure)

You said: “My applications for treatment were ignored”.
We did: All appointment requests are now triaged by an advanced nurse practitioner to make sure patients get to see the appropriate clinician. (Offender Health)

You said: “A staff member’s comment was inconsiderate and unprofessional.”
We did: Staff were reminded that although comments might be intended as light-hearted and without malice, they might not always be taken that way by a patient. (Offender Health)

You said: “I am not receiving my mail.”
We did: It was agreed that the Security Department would update patients if there were any problems with their mail. (Medium Secure)


Mental Health Services

You said: “My husband was discharged without all his property.”
We did: Staff were reminded to complete updated property sheets both on admission and discharge. (Mental Health Services for Older People)

You said: “I attempted to access the crisis house but was not admitted, despite my care plan allowing me stay in the crisis house four times a year.”
We did: Staff were not aware of inclusion and exclusion criteria and were not following the correct referral pathway.  These details were shared with staff prior to a discussion in a team meeting. (Local Mental Health Team)

You said: “I didn't receive my appointment summary until 2 months after my appointment.”
We did: The process for passing information from consultants to secretaries was addressed. Additionally, staff have now been recruited.  This means that such delays will be much less likely in the future. (Local Mental Health Team)

You said: “My letter was sent to an old address.”
We did: Staff were encouraged to regularly check and update family, carer and nearest relative details to prevent it happening again. (Adult Mental Health Services)

August 2021

You said: “I was given another patient's medications.”
We did: The team reviewed processes to prevent this kind of error happening in future.” (Offender Health)

You said: “There was a lack of communication from the ward about our son’s progress and discharge planning.”
We did: The matron reissued the ‘carers and confidentiality’ leaflet to staff and discussed the issue in team meetings. (In-patient Adult Mental Health)

You said: “I was refused paracetamol for an injury”
We did: Staff were advised to be more lenient about supplying paracetamol and ibuprofen, given the restrictions on purchases in the prison canteen, and where a patient has suffered an injury, to give them pain relief until a prescription can be obtained. (Offender Health)

You said: “There was a lack of communication, openness and willingness to help in relation to our father's stay on the ward.”
We did: This was acknowledged. With patients’ consent, consultants are now using MS Teams in multidisciplinary team meetings to liaise with families. (Mental Health Services for Older People.



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