Highlands House
10-12 Calverley Park Gardens, Tunbridge Wells, TN1 2JNContact details and opening times
Patient ratings and reviews
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Reviews
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Review titled Horrific experience
Rated 1 star out of 5
by Anonymous - Posted on 28 January 2025
After waiting over a year to be seen, I finally got an appointment. I was told I could explain my situation for 45 minutes, a summary would be provided to the psychiatrist, and a decision would be made on that basis. I received a telephone call afterwards and judging by some of the other reviews was unlucky enough to get the same psychiatrist as they did. He was dismissive, condescending, and needlessly combative. He started off by invalidating every diagnosis I’d previously had (from doctors who had actually met me) and then proceeded to fob me off with the “not a promise” of a referral to group therapy. He only seemed interested in getting rid of me. He succeeded, probably permanently. It is deplorable that the NHS allows doctors with such an unbelievable lack of sympathy and clear track record of cruel ineptitude to continue working. They do active damage. I wish I’d never gone there. I’m glad I never will again.
Visited January 2025
Review titled Highlands House
Replied on 29 January 2025
We are sorry to read that you are unhappy with the care you received, this is not what we would wish and we will do what we can to support you and improve your experience. Please contact our Patient Advice and Liaison Service (PALS) on 0800 587 6757 (West Kent and Medway) as they can help you with any concerns or queries you may have about your care.
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Review titled I saw a kind -hearted doctor
Rated 4 stars out of 5
by Anonymous - Posted on 10 June 2024
Very happy on a professional and personal basis whose name is o. f. (the technology does not let me include full name), who is resourceful medical doctor. This doctor made me be more proactive to continue to get help from other fields of medicine. She is highly recommneded - diligent, with excellent interpersonal and organizational skills. She spent probably double of her time on me, even when I felt she should have some break between the patients. If you need to see a good and kind- hearted professional, see her.
Visited May 2024
Review titled Highlands House
Replied on 10 June 2024
Thank you for taking the time to share your feedback. We are delighted to hear you were happy with the care and support you received from our colleague – we will share this with the team at Highlands House.
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Review titled Terrible Treatment!
by Anonymous - Posted on 26 May 2024
My son had an appointment with a psychiatrist and was left demoralised and humiliated to the point where he felt worse after he came out than when he went in! He was not offered any help for his mental health illness that he has been suffering from for over 13 years and was told that he wasn’t depressed, he just has low mood and social anxiety, and that no amount of searching for or trying pills would help him! The doctor was totally uninterested and couldn’t wait to rush us out of the appointment. The doctor seemed to have no idea that he could push someone, who is vulnerable with a mental health illness, over the edge by treating them this way. I would not recommend anyone going to Highlands House and I deeply regret putting my son through the experience! I will not be writing to Pals or the Complaints Team, as it gets you no where and they always have an answer to get themselves out of the situation. A lot more needs to be done at Highlands House, concerning the training of how people with mental health illnesses should treated. They need respect and consideration and to be offered proper help, not just left, sometimes in a worse place than they were before they were seen!
Visited May 2024
Review titled Highlands House
Replied on 29 May 2024
We are sorry to read that you are unhappy with the care you received, this is not what we would wish and we will do what we can to support you and improve your experience. Please contact our Patient Advice and Liaison Service (PALS) on 0800 587 6757 (West Kent and Medway) as they can help you with any concerns or queries you may have about your care.
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Review titled Very poor practice
Rated 1 star out of 5
by Anonymous - Posted on 15 February 2024
Home visit on the 13-02-2023 the person was not interested and my expectations should not be high so still in the same position that I was in before the home visit where and how dose one get help with mental health.
Visited February 2024
Review titled Highlands House
Replied on 16 February 2024
We are sorry to read that you are unhappy with the care you received, this is not what we would wish and we will do what we can to support you and improve your experience. Please contact our Patient Advice and Liaison Service (PALS) on 0800 587 6757 (West Kent and Medway) as they can help you with any concerns or queries you may have about your care.
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Review titled Truly Terrible
Rated 1 star out of 5
by Anonymous - Posted on 22 June 2023
I made a call to the Urgent Care Helpline after realising how unwell and at risk I was. They arranged for Highlands House to call me. In a phone call appointment I was asked how I was and I replied detailing my situation. I was told "it's all in your head" and "people die, things happen yea?" The rest of the 15 minutes (I was told it would be 45 minutes or longer) continued in a similar fashion. 6 weeks later I had another phone appointment but no information about what the call was for. It turns out the the team didn't have enough information to make a recommendation for care so they requested the assessment be done again. A letter arrived detailing the decision made by the team after this second appointment with the same person. They concluded I was low risk! If there's one thing I'm not it's low risk! The letter stated that I "run to keep fit" as though it's a hobby. What I actually said was "I don't know what to do with myself. I can't keep still. My anxiety and agitation is so bad I have to run." The letter also outlined how I "take baths"! What I actually said is I take 4 icebaths per day in a wheelie bin to try and combat the intense feelings. This is very different! I reached out for urgent care because I was and still am at risk and have exhausted everything I know of to help myself. Everything I said was trivialised then misconstrued.
Visited June 2023
Review titled Highlands House
Replied on 27 June 2023
We are sorry to read that you are unhappy with the care you received, this is not what we would wish and we will do what we can to support you and improve your experience. Please contact our Patient Advice and Liaison Service (PALS) on 0800 783 9972 (East Kent) or 0800 587 6757 (West Kent and Medway) as they can help you with any concerns or queries you may have about your care.
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Review titled Made my situation worse
Rated 1 star out of 5
by Anonymous - Posted on 24 January 2024
GP referred after breakdown when having miscarriage with background of bipolar. Rejected my referral then reluctantly took me on after fighting for it. Staff called me at 8:25 in the morning when I was depressed and not sleeping, disinterested and rude, judgmental and I felt blamed. Made me worse. Some conversations talked to like a child with a raised voice - appalling.
Visited February 2023
Review titled Highlands House
Replied on 26 January 2024
We are sorry to read that you are unhappy with the care you received, this is not what we would wish and we will do what we can to support you and improve your experience. Please contact our Patient Advice and Liaison Service (PALS) on 0800 587 6757 (West Kent and Medway) as they can help you with any concerns or queries you may have about your care.
Information supplied by Kent and Medway NHS and Social Care Partnership Trust