Psychiatry-UK
Trewalder Chapel, Trewalder, Cornwall, PL33 9ETPatient ratings and reviews
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Reviews
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Review titled Letdown After Letdown
Rated 2 stars out of 5
by Katherine Howe - Posted on 06 June 2023
Having just now experienced my latest issue with Psychiatry Uk only hours after I had a call with their Patient Experience team to discuss other problems, I now have virtually no faith in my experience improving. So instead I'll share it here with others to give them a heads up. While my initial assessment with my psychiatrist was overwhelmingly positive (albeit felt rushed, but I can't help assume it's because the government wildly underfunds the nhs, not because the practitioners prefer to hurry me), the experience since has gone downhill. My prescriber, although kind & clearly wanting to help, was not thorough in reading my online portal notes & update forms - which are our only method of communication - nor did they properly investigate prescription side effects as I reported them. A racing heart I had reported since Week 1 eventually became unbearable in Week 7. When I shared this & asked to try a different medication, part of the response I received was that I should go to a&e or call 999 if I keep feeling this way. Meaning I could have very well been putting myself in actual danger for nearly 2 months without realising. I chose to use the online portal which states that you can message your psychiatrist if you 'have confidential information you need to discuss' to raise my concerns about my prescriber and the risk I felt I had been put in. Except the online portal shares the notes you send to anyone with everyone. Meaning the 'confidential' message I sent to my psychiatrist about my prescriber also went to my prescriber. None of this is made clear online to the patient. I had a call a few hours ago with the Patient Experience Team to discuss the above & the finer details of how it's affected me. It overall was a positive call & I felt heard. Before we hung up I asked for an update regarding the Psychological Needs Assessment to which I was referred by my psychiatrist last November. I explained that over the past month I had asked Admin via the portal if I was still on the waiting list, as I thought it strange I hadn't heard anything all year, but never got a response. I added that a couple weeks ago I'd also called in & asked Admin over the phone. Their response was that there is no reason to think I wouldn't be on the list & that they'd look into it. So I asked the Patient Experience rep to please check I'm still due to receive my psn. To their credit, the rep did very quickly check in with Admin. Which leads me to now - when I have just received a letter from Admin to say that they no longer offer Psychological Needs Assessments & that I should speak to my gp to get help. So I have spent over 6 months waiting on a list that doesn't exist, & it took me asking 5 times to learn this. I am hugely empathetic to the impossible situation medical personnel are currently put in in the Uk. But if we are to wait so long for care, the care must be thorough, thoughtful and communicative. My experience has been greatly lacking these elements.
Visited June 2023
Review titled Psychiatry-UK
Replied on 03 July 2023
Hi Katherine - Firstly, thank you for taking the time to post a review. Secondly, I am sorry to hear that your have found your experience disappointing so far. I note that you have already been able to raise your concerns with our Patient Experience Team, and that you have found this helpful. The PE Team will have flagged your case with our senior management team, who discuss any negative feedback or complaints on a weekly basis. As a member of the Communications Team, I am not directly involved with the medical side of our business. However, my job is to collate information received via patient reviews and ensure that all feedback is fed into our continuous quality control/improvement audit to make sure that any issues are raised with the appropriate teams and any changes are made to our processes where needed. So please rest assured that your voice has been heard.
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Review titled Terrible communications and misinformed.
Rated 1 star out of 5
by Anonymous - Posted on 23 April 2024
I was diagnosed with Adhd in May 2023. That was fine, clinician was brilliant in the appointment. However, there after the service goes down hill. There is no follow up, advice or support once you are diagnosed other than there is a long wait for the prescribing team to start you. I am about to hit the one year mark of being able to get a prescription. I understand there was global supply issues just as I would have been within their recommended 7m wait list to be seen. P-Uk offered another medication in around Nov 23. In the same message they said I could discuss with clinician. I asked for this conversation to happen as wanted a professionals opinion of the different meds - as no info as to why and what the differences in meds were. I then had to wait until March 24 to speak to a clinician. I specifically asked if by asking to speak to clinician would effect the placement of myself on the wait list and I was advised there would Be no impact. I finally meet the clinician in March who advised I would be able to start medication ASAP and requesting the team make contact in a week. 3 weeks pass and nothing. I left notes on my account and finally followed up with a call in which all they could do was mark it ‘urgent’. Prescription team finally email me a generic copy and paste email stating I am on the wait list, there is no update for time frames and nothing will be done. And yet, I have friends who have been with P-ukwho have been diagnosed several months after me - be prescribed last week the medication I was told I have to wait for. I also have a colleague who has competed a nhs referral, assessment and prescription in less time than I have been waiting just for the prescribing team to contact me. Do not use this service and remain in the care of the NHS.
Visited May 2023
Review titled Psychiatry-UK
Replied on 13 August 2024
Dear Patient We’re truly sorry to hear about your recent experience, and we want to assure you that we’re doing everything we can to support our patients during this time. The nationwide demand for assessments has had a significant impact, creating challenges that we are working diligently to address. We understand how frustrating this can be, especially when it affects communication. Please know that we are implementing several measures to improve the situation, and we’re working closely with the NHS to ensure we get through as many patients as possible for titration. If you have any specific concerns, we encourage you to reach out to our Patient Safety Team at experience@psychiatry-uk.com. Your feedback is important to us, and we are committed to improving our services. Thank you for your understanding. Kind regards, Psychiatry-UK
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Review titled A terrible service - only use for a quick fix diagnosis
Rated 1 star out of 5
by Anonymous - Posted on 06 December 2023
I'm appaled by this service and would not recommend anyone to use them unless they are in desperate need of a diagnosis through the NHS. They provided no duty of care to their patient, nor will they offer the correct level of support in line with the diagnosis provided. This service comes across as an outsourced money-making scheme, which should be better regulated in the way that they treat and assess their patients. - From a very disappointed service user.
Visited May 2023
Review titled Psychiatry-UK
Replied on 13 December 2023
Dear Patient Thank you for taking the time to leave a review. All patient feedback, good or bad, is very much appreciated and is shared with our teams internally. We are really sorry to hear that you have ben disappointed with our service. Our Patient Experience Team would be happy to schedule a call to discuss these issues with you in detail. If you feel this would be beneficial, please contact them at: experience@psychiatry-uk.com. Many thanks The Psychiatry-UK Team
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Review titled Still awaiting decision for referral
Rated 2 stars out of 5
by J Fahrenbruch - Posted on 15 August 2023
Psychiatry-uk was recommended to me by a close friend but so far the process of enquiring about my referral has been very frustrating. After some difficulty getting my doctor's surgery to refer me to Psychiatry-uk, rather than a local NHS service, I haven't had a response from the service to date. The original referral was sent 20th April and I followed it up by sending an enquiry on the 12th June. I was told to ask my surgery to send a follow up, as P-uk are unable to assist with referral receipt updates from patients. I contacted my surgery to check and they kindly did so on the 5th July. I sent another follow up email on the 17th July and finally received a reply on the 25th July asking me for my address so a member of the support team can look into the referral for me. However, despite my immediate reply to the request for more information, I haven't received any further information or emails regarding this matter. I am aware that the service is very busy and there are delays due to the volume and requests they receive but at this stage all I'm looking for is an update on whether or not the referral is being accepted, as this would allow me to take further steps to seek a referral to the local service instead, if the referral is not accepted. It's very frustrating not to know where I stand with the referral, as another friend of mine (who had their referral submitted later than my own) has already received confirmation that their referral has been accepted.
Visited April 2023
Review titled Psychiatry-UK
Replied on 17 August 2023
Dear Patient - Thank you for leaving a review to let us know that you are experiencing this issue. I completely understand how frustrated you must feel, and we need to get this sorted out for you as soon as possible. As a member of the Communications Team I am not permitted to access patient data, but we do have a dedicated Patient Experience Team, who will be very happy to look into this issue for you. Please reach out to them at: experience@psychiatry-uk.com. Thank you for being so patient, and I really hope we can get this sorted out for you quickly.
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Review titled Waiting more than 12 months for an appointment
Rated 1 star out of 5
by Patricia - Posted on 18 April 2024
I am incredibly disappointed with the level of service with this practice. I have been waiting for more than 12 months for an appointment since my GP referral. Anyone would be expecting to have an appointment booked by now. I have tried several times to contact them in order to obtain a waiting time for the appointment but I had no luck or was able to obtain an appointment.
Visited April 2023
Review titled Psychiatry-UK
Replied on 13 August 2024
Hi Patricia, Thank you for sharing your feedback. We want you to know that we took your comments on board at the time and shared them internally to help us improve. While we’re still experiencing high demand for assessments nationwide, we are actively working to address this. We understand that your review was left earlier this year, but we still value your input and will continue to pass it along internally. Thank you again for your feedback. Kind Regards Psychiatry UK
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Review titled Incredible, supportive, flexible and for me, life changing.
Rated 5 stars out of 5
by Wesley Lacey - Posted on 08 April 2023
The Psychiatrist was brilliant. They were approachable, professional, and well-versed in how to work with me effectively. My prescriber was amazing! I honestly don't think I've ever felt quite so supported and listened to by a medical professional. They were always available at the touch of a button, and nothing was too much to ask. They went above and beyond, and I'll always be grateful. If you're reading this, "Thanks, you know who you are!!!". I've already recommended PsychiatryUK to others because my experience from start to finish has been exceptional. The medication has been transformational. I've excelled and have been given an opportunity to turn my life around, and I consider myself very lucky and forever grateful! As for the Bad reviews I've read. Listen, take them with a pinch of salt. Honestly, I've never experienced healthcare to this standard. They were fast, on hand at the push of a button - very easy to get hold of either by phone, email or within the patient portal.
Visited April 2023
Review titled Psychiatry-UK
Replied on 14 April 2023
Hi Wesley - Thank you so much for your lovely feedback and for recommending P-UK. I have just shared your review on our internal organisation-wide chat, as you have noted positive support from all our teams. This will give everyone a wonderful boost as they start their weekend!
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Review titled great practice
Rated 5 stars out of 5
by Anonymous - Posted on 31 March 2023
I’ve been to my assessment today, i’ve paid for it therefore my experience could be more different than the rest, i loved it! we had technical issues with the webcam therefore i asked if we could proceed just with the phone call since i’ve paid half of my savings for this. the woman was very patient with my ramblings due to my nervousness, all the questions asked were direct and very well asked so there was no misunderstanding. everything was explained throughly and i’m happy to know my diagnosis, she explained what treatment plans there is and what medication there is for me. not sure why are people complaining so much…
Visited March 2023
Review titled Psychiatry-UK
Replied on 06 April 2023
Dear patient - Thank you for taking the time to post a review. It is always really useful for us to hear about patient experiences, good or bad, so we can make sure we address any problems quickly or make changes to our processes where needed. We are pleased to hear that your experience of our service has been positive, despite some issues with your webcam, and that you have now been referred to our titration team.
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Review titled Wildly inaccessible and out of touch
Rated 1 star out of 5
by Anonymous - Posted on 02 March 2023
Unsure as to why they have a requirement for my camera to be on during an ASD diagnosis, and their only solution is "if you don't like it go somewhere else".
Visited March 2023
Review titled Psychiatry-UK
Replied on 22 March 2023
Hi – Firstly, please accept our apologies for missing your review when it was posted. Secondly, thank you for taking the time to post your feedback. We are sorry to hear that you feel disappointed with the service you received from P-UK. Although we understand that you would have preferred to have kept your camera switched off, it is unfortunately a clinical requirement for a consultant to be able to see a patient during an ASD assessment. This is in accordance with NICE guidelines. However, if you would like to discuss this further, please do get in touch with our Patient Experience Team at: experience@psychiatry-uk.com.
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Review titled Dehumanizing experience
Rated 1 star out of 5
by Anonymous - Posted on 28 March 2023
I had been referred to psychiatry uk last year as all local adhd adult services had closed for new referrals and there was no service to retitrate me after taking a break from medication. Psychiatry uk were informed of my diagnosis on my initial referral yet this had been ignored and a request was never made for the assessment. P-uk has acknowledged this months later, confused as to why they'd not gotten an assesment they were asked to request, causing months more waiting on my end I have waited 5 months for a virtual assesment that was not needed only to be put to the back of a 6 month titration queue. 6 more months of waiting for treatment for a condition I was diagnosed with over 4 years ago due to p-uks incompetence The maximum nhs waiting is 5 months from referral to treatment. I've waited that already with P-uk. If P-uk cannot offer the same service as I'd have recieved with an nhs practice they should not be eligible for Right-to-Choose as this was the entire purpose of the scheme.
Visited March 2023
Review titled Psychiatry-UK
Replied on 06 April 2023
Dear patient - Thank you for taking the time to post this feedback. We are really sorry to hear that your experience of our service has not been positive, due to some confusion over the reason for your referral. Although we are unable to look into individual cases here, we do have a dedicated team who would be more than happy to discuss this issue more fully with you. If you feel this would be beneficial, please do get in touch at: experience@psychiatry-uk.com.
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Review titled Disgusting treatment poor communication
Rated 1 star out of 5
by Anonymous - Posted on 15 March 2023
I wish I had read reviews before referring to psychiatry-uk via the 'Right to choose.' I might as well have stayed on my GP waiting list for an assessment and treatment. The communication with Psychiatry-uk has been awful, despite waiting nearly a year on their waiting list, it appears they have a total disregard for the well being of their patient's, which I find incredible, especially when dealing with mental health. Communication is basically via the online portal and if you are not use to using technology you might as well forget being treated by them! I missed a message on the portal, due to not being alert to it first via text, a simple error. No-one thought of following up. As a result of this message being missed, I was removed from the list, unbeknown to me as no attempt was made to communicate, other than from a letter sent to my GP and a copy sent to me thereafter, stating reason as non engagement! Absolutely ridiculous. As before mentioned, no-one even bothered to follow up, to check or make a basic telephone call to check in with me or my well being for that matter! I can't think of anything other than this group being put together not in the interest of its patient's by as a money maker! Absolutely no empathy or compassion for me as a patient, has been my experience. What a joke! I might as well stuck with assessment via my GP referral within the NHS rather than using the 'Right to Choose' and going with these jokers! The waiting time really would not have been much different, as I was lead to believe it would be. Very frustrating. Now another 6 moths wait! Their system is flawed and they need to communicate with their patient's better!
Visited March 2023
Review titled Psychiatry-UK
Replied on 22 March 2023
Hi – Firstly, thank you for taking the time to post your feedback. We are really sorry to hear that you are unhappy with our service. Although we are unable to look into individual cases via review platforms, for data protection reasons, we do have a dedicated Patient Experience team who would be happy to discuss the issues you have been experiencing and advise you of the best way forward from here. If you feel this would be beneficial, please contact: experience@psychiatry-uk.com.