Care Opinion

An assessment for group work for newly diagnosed dementia pa...

Posted By Penny Bud 57

"An assessment for group work for newly diagnosed dementia patient"

About: Mental Health Services for Older People – Community (County) / Therapeutic Intervention Service (TIS)

(as the patient),

My husband received a vague voicemail from a member of staff, asking me to get in touch re group work.

I called the number and a member of staff answered. I explained we had a voicemail. The member of staff then began rambling on like they were reading from a crib sheet. I tried to interrupt twice, but they just kept talking with no interest in anything, I ,(the patient) may have to say. Eventually I said May I speak now and they huffed. I then had to ask who they were and why they were calling and where from?

They said they had assessed me and I’d go onto a waiting list to attend the groups. They did not ask me any questions and they were having trouble explaining anything to me, and kept pausing and repeating.

I’m shocked to find out this person is a staff nurse who may be responsible for my care.

I was recently diagnosed with Alzheimer's and have so far had the most excellent care, but this has completely shattered my confidence in the Therapeutic Intervention Service.

Surely someone who is contacting a patient should know what they are doing and be clear and confident?

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Responses

Response from Sarah Carlisle, Team Leader, Therapeutic Intervention Services, MHSOP, Notttinghamshire Healthcare NHS Foundation Trust 2 days ago
Sarah Carlisle
Team Leader, Therapeutic Intervention Services, MHSOP,
Notttinghamshire Healthcare NHS Foundation Trust

Submitted on 13/03/2025 at 17:06
Published on Care Opinion at 19:59

Thank you for contacting the Therapeutic Intervention Service (TIS) and informing me of how you felt after your contact with the staff nurse. It is important for us to hear how both patients and carers experience our services. As promised, I did speak to the nurse involved and informed him of your concerns raised. The nurse is sorry for the way he conducted the telephone call and for how this has affected you and made you feel. It was not his intention to upset you. He has stated he will go away and reflect on the discussion held and ensure any future calls are held with the patients feelings in mind, as well as those of their loved ones.

As stated in my email to you, I intend to review the process in place following receipt of a referral and will be discussing this with the team at the next team meeting to implement changes.

I would once again like to take this opportunity to apologise for any poor encounter that any individual has experienced with TIS and offer reassurance that the feedback gained is carefully listened and responded to, including making potential changes to improve customer satisfaction.

Details have been provided to you seperately in order for you to make a formal complaint should you wish.

Please accept my sincere apologies for the experience you have received. This is not what I expect for our patients and their relatives/carers who attend the Therapeutic Intervention Service.

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