Psychiatry-UK
Trewalder Chapel, Trewalder, Cornwall, PL33 9ETPatient ratings and reviews
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Reviews
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Review titled Awful communication, unbearable waiting times
by Anonymous - Posted on 15 August 2024
Dreadful communication with patients with notes on the portal left unread for 4-6 weeks at a time. Almost impossible to get a straight answer out of them when asking for wait times, after pushing for the information it was revealed that it is at least a years wait for a first appointment and then nearly another year to start titration - why this information isn't public I have no idea. Under the NHS constitution patients have a right to be seen from referal to treatment in no longer than 18 weeks - if they are unable to meet these obligations then they should not be accepting more patients or should hire more staff as patient care has very clearly degraded as a direct result of trying to extract as much money from the NHS as possible for as little effort as possible. Having to wait 2 years for treatment is torture for those of us with ADHD. As a healthcare provider Psychiatry-UK have a duty of care over their patients but they couldn't care less and would rather us suffer from their lack of action.
Visited June 2024
Review titled Psychiatry-UK
Replied on 17 August 2024
Dear Patient We are sorry to hear about your negative experience and appreciate you taking the time to leave such an in-depth review. Unfortunately, we can’t look into individual cases on this platform, but we genuinely want to address your concerns. We’re currently facing an unprecedented demand for assessments and are working diligently with the NHS to reduce wait times. We’re implementing new provisions to improve our services and ensure we can care for our patients in the best possible way during this time. That said, we would like to investigate your case further. Please reach out to our Patient Safety Team at experience@psychiatry-uk.com. We understand your frustration, and we truly appreciate your feedback. Kind regards, Psychiatry UK
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Review titled 18 months of my life wasted.
by Dean Croft - Posted on 11 June 2024
Not one person has cared, from diagnosis to titration was 18 months. then the kicker was they said that they could not get hold of me, "absolute lies" and discharged me. it's funny you know because the note left on the portal to say I had been discharged I got straight away. I wonder how much money they have charged the NHS For the disgusting service I have received, they should not get a penny. I am having to start all over again.
Visited June 2024
Review titled Psychiatry-UK
Replied on 13 August 2024
Dear Dean, We’re truly sorry to hear about your experience and your perception of our service. We work very closely with the NHS to manage wait times and meet the high demand for assessments nationwide. Please know that we always strive to put our patients first. As an online service, we rely on patients staying engaged throughout the process. If there was any misunderstanding or if you feel that your situation was not handled as it should have been, we sincerely apologise. We encourage you to reach out to our dedicated Patient Safety Team at experience@psychiatry-uk.com so that we can look into your concerns further. Kind regards, Psychiatry UK
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Review titled Excellent experience
Rated 5 stars out of 5
by Anonymous - Posted on 29 June 2024
I was referred to Psychiatry-UK via my GP as a Right To Choose patient. Waiting list took some time, but this is the case nationally and with other providers. And they make it very clear how long waiting lists are, when they change, and other regular updates via the online patient portal. They now have a patient portal app for smartphones which is cool. Personally I find the desktop version easier to navigate and see relevant information though. Admittedly there are several instructions to follow which, given the nature of P-UK's specialism, may be challenging for some to fully adhere to. But I suppose there has to be some level of commitment shown given the demand for ADHD assessments. Based on my experience, nothing will go wrong if you follow the instructions! I cannot fault my experience with the clinicians. Both the consultant psychiatrist and prescriber have been wonderful and professional from start to finish. I will not put their names, but in particular the prescribing doctor. Their responses were prompt and no query was too small / too much effort. Overall, a fantastic experience as an NHS patient, thank you.
Visited June 2024
Review titled Psychiatry-UK
Replied on 24 September 2024
Dear Patient Thank you so much for your wonderful feedback. We truly appreciate you taking the time to share your experience with us. Your kind words mean a lot to our teams and will be shared internally with all our staff. We also want to thank you for working as a team with our consultant and prescriber. Collaborating with our patients is what creates the best possible experience, and your commitment to the process is invaluable in achieving the best outcomes for you. Thanks again. Kind Regards Psychiatry UK
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Review titled Ridiculously long waiting list
Rated 2 stars out of 5
by Liz - Posted on 18 June 2024
Ridiculously long waiting list for AdHd diagnosis and then again for titration. Takes a month for anyone to get back to you on any queries or notes. A friend used AdHd360 and got diagnosis and titration and prescription in only a couple of months. If you can't cope with the volume of patients either employ more staff or don't take on any new referrals. They keep on changing the time frame estimates as time goes on and poor / lack of communication regarding time frames.
Visited June 2024
Review titled Psychiatry-UK
Replied on 13 August 2024
Dear Liz Thank you for taking the time to share your feedback. We completely understand your frustration with the wait times. The nationwide demand for assessments has been unprecedented, and we are working closely with the NHS to manage this as quickly and effectively as possible. We’re actively hiring more staff and continually making improvements to ensure that our patients receive the high-quality care they deserve. While we regret that these changes didn't impact your experience as quickly as we’d hoped, we are confident that the steps we’re taking will benefit all our patients moving forward. If you have any further concerns or would like to discuss your experience in more detail, please do not hesitate to reach out to our Patient Safety Team at experience@psychiatry-uk.com. Kind regards, Psychiatry UK
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Review titled Portal Failure
Rated 1 star out of 5
by Anonymous - Posted on 18 June 2024
My son waited months and months for an appointment. Filled in the required forms and answered relevant questions etc. He got a 'notification' that there was a note for him to read on the portal, and he was delighted as he thought this meant things were progressing, but in fact they told him he had been discharged. He then read through previous notes, that he had not been notified about, asking him for information etc. My son would have responded if he had received notifications about this but he did not. Is there a system error, glitch, where some notifications to patients are going through and others are not? This seriously needs addressing, brings to mind the terrible Post Office Horizon Scandal ! Is there a cover-up in Psychiatry-UK regarding system failure ?
Visited May 2024
Review titled Psychiatry-UK
Replied on 08 August 2024
Dear Patients parent Thank you for leaving your feedback. In order for us to look into this further for your son, please could you ask him to reach out to our dedicated Patient Safety team at experience@psychiatry-uk.com. Alternatively, if you have consent to speak on your son's behalf, you could reach out to us . Please do get in touch so we can address this matter for your son. Thank you. Kind regards, Psychiatry UK
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Review titled Absolutely unacceptable.
Rated 1 star out of 5
by Anonymous - Posted on 10 May 2024
Waited just over 9 months with this clinic for a extremely needed autism assessment, filled in everything on time however after my long 9 month wait has been discharged for 'not fitting triage risk'. No warning whatsoever, may as well of told me I didn't 'need' my diagnosis enough, I've waited 20 years undiagnosed autistic, was finally hopefully to receive my diagnosis under this team, to be disrespectfully discharged with no proper explanation or warning. Absolutely unacceptable and disgraceful.
Visited May 2024
Review titled Psychiatry-UK
Replied on 13 August 2024
Dear Patient We are sorry to hear that the long wait and your experience have been frustrating. We completely understand your concerns. While we strive to provide the best possible care, we recognise that our online service may not be suitable for everyone. This is not a reflection on you, but rather our commitment to ensuring that each patient receives the highest standard of care. If we feel that we cannot deliver this level of care online, we must prioritise your well-being, even if it means declining our service. If you would like more clarity regarding the reasons for your discharge, please reach out to our dedicated Patient Safety Team at experience@psychiatry-uk.com. They can provide further explanation, as we cannot discuss individual cases on this platform. We understand your frustration, and we sincerely apologise for any inconvenience this has caused. Our top priority is the safety and care of our patients, and we will always make decisions with this in mind. Kind regards, Psychiatry UK
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Review titled Very poor communication
Rated 1 star out of 5
by Anonymous - Posted on 13 June 2024
Externally bad service. I left a note on my dashboard to resent a form and sent an email, but no response. I contacted them by phone, I waited over an hour, but still no answer.
Visited May 2024
Review titled Psychiatry-UK
Replied on 08 August 2024
Dear Patient Thank you for leaving your review. I'm sorry to hear that your note wasn't responded to within a satisfactory time. As I'm sure you're aware, the nationwide demand for assessments is impacting response times significantly. We are fully aware of this issue and are working closely with the NHS to rectify this as soon as possible. We hope that your note has now been answered. If it hasn't, please reach out to our dedicated Patient Safety team at experience@psychiatry-uk.com where they can look into this further. Thank you for your understanding. Kind regards, Psychiatry-UK
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Review titled Poor communication and a lack of empathy.
by Anonymous - Posted on 13 May 2024
I returned my Adult ADHD and Autism questionnaires back to my local Health Centre as instructed in October 2022. I didn't know who the forms were being forwarded to, or have any contact details for them. I was aware that the waiting list was over 12 months, so was expecting a letter sometime after that. It came as a shock to recieve a letter from the Kent and Medway Adult Autism and ADHD Service in April 2024 advising me that I had been discharged from their service because I had not completed questionaires. I emailed them explaining that submitted two questionnaires to my Health centre in October 2022. I received a rather curt reply saying that they had mailed me in April 2023 with additional questionnaires, and because they had not had a response, my referal would remain discharged from their service. I replied explaining that I had problems with my email account at that time because of storage issues, so had not recieved their email. I asked if the additional questionnaires could possibly be resent, but recieved no further repy from the Kent and medway Adult Autism Service. I feel that no other NHS department would use a single email as a first point of contact, and not follow it up. There are many reasons why a person might not recieve one email, not least of which, people with ADHD tend to be disorganised. The "We Care" and "Compassionate" values seem a long way from the truth with this organisation.
Visited April 2024
Review titled Psychiatry-UK
Replied on 13 August 2024
Dear Patient We're sorry to hear about your negative experience with Psychiatry UK. Please let me assure you that your perception does not align with the care and dedication we strive to provide to all our patients. However, We completely understand your frustration, and we take your feedback very seriously. Unfortunately, we cannot look into individual cases on this platform, so we strongly encourage you to reach out to our dedicated Patient Safety Team at experience@psychiatry-uk.com. They will be able to delve into your specific concerns and provide further assistance. We do have strict discharge criteria, primarily because staying engaged is crucial for effective care in an online setting. However, if there has been any misunderstanding, please do not hesitate to contact our team so that we can review your situation in detail. Thank you for taking the time to share your feedback. Kind regards, Psychiatry UK
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Review titled Terrible all around experience
Rated 1 star out of 5
by Anonymous - Posted on 19 June 2024
I went for both ASD and ADHD diagnosis and had a poor experience with both. The ASD diagnosis really did not feel very thorough at all. The doctor turned up late and flustered in the assessment, lots of inaccuracies in the report. I wasn’t diagnosed… I fought for a second opinion with a different company and it was such a different experience. They spent many hours talking to me and my family, really built a big picture. Then finally I was diagnosed… I’m so happy I went elsewhere. With the ADHD diagnosis they discharged me before I could even have an assessment. No option to discuss it, right to the back of the queue after waiting a long time. Again went elsewhere and had a much better experience. There were also a number of admin errors along the way! The only positive is when I did call them the person was very pleasant and tried to be helpful, just wasn’t able to do anything to help.
Visited April 2024
Review titled Psychiatry-UK
Replied on 07 August 2024
Dear Patient Thank you for taking the time to leave a review. We are sorry to hear about your frustrations. We would very much appreciate it if you could reach out to our dedicated Patient Safety Team at experience@psychiatry-uk.com so we can look into this further. We value your feedback and would like to hear more about your experience. Kind regards, Psychiatry UK
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Review titled Very poor service overall
Rated 1 star out of 5
by Mark Crossley - Posted on 21 April 2024
This took ages to accept the referral, the GP had done a referral for autism, they kept saying they had not received it, I emailed a copy of the referral but they would not accept it. Finally I get the forms, fill them out, and I could have had a assessment but needed more time. They discharged me to the GP when I said not to, they say I need a face to face in person and I said I wanted online. I was told someone would call to go through the form but they never called. They won't reinstate the online assessment after spending hours preparing information so I won't know if I am autistic or not. They want the GP to refer back with the same information. I use GP surgery as c/o my home address due to bad experiences, they know this yet demand my home address, I said no means no, one time they called East Midlands Ambulance inappropriately about m when this was not necessary. They want the GP to refer back with the same information, pointless. They want me to have face to face when I have said I want online hence I requested online so now I am no far forward when I am ready for the assessment. They seem obsessed with having ID and audio or video recording calls and if you don't consent they won't speak to you. The experience is very poor and I have not moved forward, they are inflexible towards potential people who are autistic in their language and approach. On one call one lady ask for my home address 50 times and I said no. They cause upset and don't change their behaviour. Is it really worth the effort to get an autism diagnosis? Wished I had not bothered asking for an assessment now. I thought this would be the breakthrough I needed. Clearly not. Expect they will reply and say their patient experience team say this is not how they want it to be. They will look into it and this is not rectified, go back to GP and they don't understand how long the process takes or to refer elsewhere. They are out of touch. Customer service and interaction needs seriously looking at.
Visited April 2024
Review titled Psychiatry-UK
Replied on 29 July 2024
Dear patient Thank you for taking the time to leave such a detailed review. Your insights are important to us, and we're committed to addressing your concerns thoroughly. Please connect with our patient safety team at experience@psychiatry-uk.com so we can delve deeper into the issues you've raised. We have policies in place, including those related to addresses, to prioritise the safety of everyone involved. However, we would appreciate the opportunity to address your concerns. Kind regards, Psychiatry UK