Keegan Court
Grassbanks, Gateshead, Tyne and Wear, NE10 8DXContact details and opening times
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Reviews
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Review titled Impossible to get in touch!
Rated 3 stars out of 5
by Anonymous - Posted on 23 October 2024
I have tried contacting the ADHD team based at Keegan Court multiple times over a few weeks and have been on hold for over 40 minutes each time and then the phone line just drops! It seriously needs fixing especially when I am calling to arrange prescriptions. I live in Sunderland and the Gateshead clinic is the closest clinic in the north east meaning I need to drive 35 minutes to Gateshead to find out if my prescription is ready or not because they can’t answer their phones. Absolutely failing everyone who comes through this service. There will be some kind of excuse from the NHS that they are underfunded and understaffed. Not good enough.
Visited October 2024
Review titled Keegan Court
Replied on 25 October 2024
We are sorry you've had a difficult time contacting one of our services. We never want this to be the case and we are always working towards services that offer the best experience possible for the people accessing them. The Adult ADHD service based at Keegan court is aware of the concerns regarding communication via the telephone lines. The service has reviewed the lines and there is no fault to be located on the telephone lines. Unfortunately, the main reason for the inability to contact the team to discuss any concerns is due to demand. The service is under unprecedented pressure, which has been increased due to the national medication shortages which in turn has seen an increase in calls into the service daily. These concerns have been raised at executive level. Plans moving forward: The service has received additional support to employ two call handlers, and the appointed staff will be in post towards the end of November 2024, this will allow designated call handlers to manage calls into the service. There is also an email address where communications can be forwarded and action by the clinical team. This is ADHD@cntw.nhs.uk All calls and emails are added to the centralised clinical inbox and picked up for action in order they are received. Again we are really sorry you have had this experience and we thank you for letting us know about it. Best wishes Paul - Adult ADHD Clinical Manager Paul - Feedback and Outcomes Lead
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Review titled No mans land
Rated 2 stars out of 5
by Anonymous - Posted on 05 August 2024
I have recently moved from out of area. The timing of the xaggatin shortage could not have been worse. I can not get through to try and chase up having a script for generalised methylphenidate rather than a brand name. My meds have run out. I am so stressed (also autistic) and have made in excess of 30 calls to this clinic, my former provider and my new gp to resolve. I moved -loaf 3 months ago. I have been taking half of my dosage for a while to account for possible shortages. Even when a script is produced, there’s no guarantee the pharmacy will have it. This process is extremely unhelpful for a section of society who find admin and phonecalls hard enough. Coupled with that the added stress and anxiety of having to visit multiple pharmacies to obtain. I was contacted by the service last week and it appears I was in a ‘new referrals’ basket- however I have had my dx for 7 years and I’m just an area transfer. I felt the person on the phone was trying to help, but there were no clear outcomes shared at that point. I’ve had my last half dose today and I’m terrified of how I’ll be impacted in work and general life this week and beyond. I have tried to rig over and over, the like rings out and then goes dead when choosing option 1 and if you choose option 2 it just goes back to the same menu. Neurodivergent people are being failed in this instance. It takes a phenomenal amount of energy for us to make calls, be on hold, converse and retain information. We are not getting our medication in a consistent and streamlined way, I had asked if I could stay under the care of my former nhs provider as I have only moved less than a mile from the boundary but was refused this option. When contacting my ex provider, I’m discharged. When trying to contact this provider, I can’t. Please help. I have used Adhd medication for over 6 years and I know the benefits of doing so. I’ve planned to cover risk taking half the dose and stockpiling where I could. I have phoned my gp, my old gp, my former clinic and this clinic multiple times. I am at a loss what to do next and I fear the impact of being unmedicated without choice on my work and general wellbeing.
Visited July 2024
Review titled Keegan Court
Replied on 09 August 2024
Many thanks for taking the time to share your experience. I am sorry you have had a tough time and that any of our services have made this more difficult for you. I spoke to the team and they said it is unlikely you are talking about their team and it is likely to be another service. With what you have said, we are really keen to support you generally and get resolution around the specific things you have raised. Can I ask that you contact our complaints team on any of these options: *By post Complaints Department St. Nicholas Hospital Gosforth Newcastle upon Tyne NE3 3XT *By email complaints@cntw.nhs.uk *By phone Call us on 0191 245 6672 They are a lovely and supportive team and they can help. If you would prefer you can contact me and I can speak with the right team for you or put you in touch with someone. My email is Yourvoice@cntw.nhs.uk Again, I am really sorry you have had a difficult time. We are very keen to get this resolved for you in a way that suits you. Paul - Feedback and Outcomes Lead
Information supplied by Cumbria Northumberland Tyne and Wear NHS Foundation Trust