Cumbria Northumberland Tyne and Wear NHS Foundation Trust
St. Nicholas Hospital, Jubilee Road, Gosforth, Newcastle upon Tyne, Tyne and Wear, NE3 3XTPatient ratings and reviews
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Reviews
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Review titled Nothing from them
Rated 1 star out of 5
by Anonymous - Posted on 15 December 2023
They just wont admit someone to their hospital at all. A person who is a clear risk to themself and having the severe level of mental illness and time and time again the person asked to be admitted to try and get some help yet the trust just keeps refusing and coming up with another excuse. First the trust says they dont admit people then they will say that they do. Then the trust says something completely different and said that they have no beds then they say they have. They also dont seem to interested in listening to you on the phone and they will even just end the call on you and then they actually blame you for that happening even though it was one of them ending the call and not me I have a recording of the person at the other end ending the call on me and I was still blamed, how ridiculous and rude of them. I notice that they put on this review page title of your review for example 'great practice' thats quite ridiculous of them to only want the praise yet they know they are only getting one Star reviews from most people. Too many excuses from them, too many people who end the call on you from their phone too many times where they dont listen too much interference from them when they are on the phone. What is it with the crisis team and the people who are working there. They dont want to help, fact. They dont want to listen, fact. They dont want to admit you to hospital when you should be there, fact. They dont want to do anything for you, fact. Yet the whole time they still keep saying that they want to help well you are not getting very far on doing that are you. You are supposed to be a mental health service yet you dont seem to actually understand what mental health or mental illness is when you are told. To mention what your mental illness is consisting of and then they sit and just say something completely irrelevant to you is not very nice. Hay im struggling and suffering with a severe mental illness cntw yet you still dont do anything. Another year almost gone and nothing again from anyone.
Visited December 2023
Review titled Cumbria Northumberland Tyne and Wear NHS Foundation Trust
Replied on 18 December 2023
We are sorry you don't feel you got the care you wanted or needed. This would never be our intention. We are always striving to offer the right care to the right person at the right time, while being aware this is not always what we manage to deliver. Admission to an inpatient ward is something we take very seriously as it is the most restrictive care we offer and we will always strive to deliver care in the appropriate community based team when possible. We are sorry to read you are still struggling and would suggest you make contact with the staff member leading your care if you are not due to speak with them any time soon. If you feel we have let you down you could discuss this with our complaints team. They will support you to explore the issues you have faced and where appropriate actions to prevent this happening to you or someone else in the future could be a realistic outcome. The complaints team are contactable in a numebr of ways: 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 Many thanks for sharing your experience with us. Again, we are sorry it has not been a positive experience for you. Paul - Feedback and Outcomes Lead
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Review titled Not good
Rated 1 star out of 5
by Anonymous - Posted on 28 December 2023
This is the services where you are supposed to phone for any support yet when you do the support is none existent. Its not very fair that you are in such dark places yet the only mental health service in a area cannot bring themselves to offer you anything. The phonecall back from the person who decides to contact you back they will sit and say how long you have been talking to them for. They time you on the phone and I wonder if they use a egg timer or something else. They will ask you multiple times the same question then ask for the answer multiple times from you even though they were told the first time, are they that forgetful or are they just testing you. You get the understanding that they don't have the ability to help you but they will say that they are trained in helping and it states on the website that includes the call handlers being trained in being professional and knowing what they are doing yet then on the other hand they say that they are just a call handler taking the name DOB and address so again you just never know what to believe then do you. Why can't they just employ the nurses to answer the phone and talk with whoever phones up why employ a middle man that costs more and wastes more time, a nurse could just man the phone and talk to the person who has phoned for help, you know what help means don't you at this mental health service, ok so get on and help people then. At the end of the day if the services was to improve then more people would get help and in time their condition could improve to a point where people would be able to manage their illness and get somewhere. The current system is in the dark ages and needs to improve and fast.
Visited November 2023
Review titled Cumbria Northumberland Tyne and Wear NHS Foundation Trust
Replied on 02 January 2024
We are sorry you have had a negative experience, that would never be what we would want for someone who has felt they needed to make contact with us. It is difficult for us to direct your feedback to the right team without knowing who you are talking about. If you can email me with the team name I will make sure they are aware of your experience and could let you know how they have responded to your comments. My email address is POY@cntw.nhs.uk Equallly you might want to discuss a complaint, given your experience. They can be contacted in the following ways: 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 Paul - Feedback and Outcomes Lead
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Review titled Terrible Service, Do complaints go anywhere?
Rated 1 star out of 5
by Anonymous - Posted on 08 December 2023
my experience is more or less the same as most of the other reviews here, Unhelpful patient care, always just told to "call the gp tomorrow" "you will just have to keep waiting". Most of the reviews and experiences seem the same. If people have been complaining of the same thing for ages why are we still getting the same treatment that often leaves people worse off given the level of training and how seriously staff claim to take it in replies to previous complaints. Its said that call handlers trained in crisis experiences, yet ive had someone hang up on me as i was getting abrupt, when who knows what could have happened if i didn't call back and tell him how serious it was. If personally i come to a crisis i will call 111/999 a this point as the crisis team doesn't seem to be changing any time soon. I understand mental health is taking a deep dive at the moment but honestly its just tough to call someone expecting some form of help, then to come off the phone potentially worse than when you called.
Visited November 2023
Review titled Cumbria Northumberland Tyne and Wear NHS Foundation Trust
Replied on 15 December 2023
We are sorry this has been your experience. It isn't what we would want for anyone accessing any of our services. We are disappointed to hear of these experiences during your contact with our crisis services. Our call handlers and crisis triage clinicians receive extensive training, and we welcome all feedback on ways that we can continue to improve to help our service users and carers have a positive experience. We would be happy to investigate any concerns you may have about your experiences, and these can be submitted to the Complaints department of the Trust. We are concious that not everyone wants to make a complaint so the details for all options to speak to us are available here: https://www.cntw.nhs.uk/contact/ways-to-offer-feedback/ Please do get in touch and we will try and address the issues you have raised. Karla - Clinical Manager Paul - Feedback and Outcomes Lead
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Review titled They don’t even pretend to care
Rated 1 star out of 5
by Maxine - Posted on 25 October 2023
Everyone tells you ring the crisis team if you need to, but they are nothing but a let down.. at times they even twist words to make it look like a police matter, just to avoid dealing with it themselves.. the calls are not recorded, better for the patient to record their own, it’s essential, I would argue. Rang tonight for advice, reassurance maybe, I’ve not taken meds for 4 months, my choice, I’m doing good , but legs restless to the point I took self to A&E yesterday, unbearable tension, stops me sleeping night after night.. it seems to be mental health related, not physical, so I rang crisis team to see do I need meds again , just wanted advice, she just said restless legs are 111 issue and hung up! why bother going to work in that kind of service where patients are vulnerable when you clearly have no warmth, compassion or care, … some ppl forget why they’re in that job in first place & I’ve had nothing but negative experiences of mental health services . Especially within Sunderland. They the last ppl to ring in a crisis.. in future I will record all my calls. These ppl not always nice or have patient interests at heart , can’t be trusted
Visited October 2023
Review titled Cumbria Northumberland Tyne and Wear NHS Foundation Trust
Replied on 13 November 2023
We are disappointed to hear of these experiences during your contact with our crisis services. Our call handlers and triage clinicians receive extensive training, and we welcome all feedback on ways that we can continue to improve to help our service users and carers have a positive experience. We would be happy to investigate any concerns you may have about your experiences, and these can be through a complaint. The contact details of the complaints team are: 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 Many thanks Janet - Team Lead Paul - Feedback and Outcomes Lead
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Review titled Nothing changes from them nothing ever will
Rated 1 star out of 5
by Anonymous - Posted on 25 October 2023
As so many people are saying the way that the crisis team are when you phone them. On one occasion they say if you can't stay safe they have to tell another service but then another time they say if you can't stay safe all they can do as a call handler is get a nurse to phone you back so they don't stay with the same pattern of answers they do literally just say anything to you which is not at all helpful. Some if not all the call handers really why are they actually in that job because in all honesty they just don't seem one bit bothered about who is contacting them regarding whatever mental health they are telling them about. Nurses you wait yonks for a call back and what do they do during the call they do the following, say that they can't hear you when they can and they know fine well they can, then they ask what can we help you with yet the very second you say anything they just change the subject to something else away from what you wanted to tell them. Trying as a team of people to tell the public that they don't admit people to hospital it's absolutely hilarious to the moon and back especially when they have people waiting for a bed, so you do admit people but some people don't even get admitted when they need to be yet in the community they still don't get help there either. What is it with this service that they will go via another country to even want to listen to you. They couldn't care less about people who are reaching out for help and they know they couldn't. They remain rude and hostile and unhelpful because they believe they are superior well you ain't none of you, it's a job get on with it be more polite and less hostile towards people who have to use the service. The way they just hang the phone up on you during a call will nothing ever change from you people. They still ramble over you because they don't care and wont care. If they ever had to help someone they wouldn't know what to do first or where to begin and its because they don't listen to other people. Get over yourselves all you do is answer a telephone then start with the hostility towards people. We can only offer a phone call back they say well no actually you can't you can offer assessments therapy treatment hospital admission medication etc but it's just a shame you haven't bothered still have you. I actually felt sorry for the other people who have left reviews on here when I read their experiences.
Visited September 2023
Review titled Cumbria Northumberland Tyne and Wear NHS Foundation Trust
Replied on 13 November 2023
We are disappointed to hear of these experiences during your contact with our crisis services. Our call handlers and triage clinicians receive extensive training, and we welcome all feedback on ways that we can continue to improve to help our service users and carers have a positive experience. We would be happy to investigate any concerns you may have about your experiences, and these can be through a complaint. The contact details of the complaints team are: 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 Many thanks Janet - Team Lead Paul - Feedback and Outcomes Lead
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Review titled Ring between 9-5 min to Friday !
Rated 1 star out of 5
by Anonymous - Posted on 13 August 2023
Ok so you have a bad experience and you don’t ring for years then you ring twice in one week as someone who doesn’t ring and use services unless absolutely necessary and your met with lazy inadequate staff that pass you into a voluntary organisation who try to fill the gap but have no experience with complexed issues so your alone again. When someone reaches crisis point and the only thing stopping them is the thought of making their kids need services and they’ve only ever rang four times in their life time and your met with call your go min to fri and I’m sure he can help. A crisis doesn’t happen during them hours and what’s my gp to do , he’s already playing cpn and councillor because the trust is over run with bad decisions and people with complex med issues are being dismissed because their not on the bridge weekly ! I always thought it was weak to ask for help but that’s not weak what’s weak is taking a pay check and sitting drinking coffee telling people how their feeling isn’t that bad ! I haven’t slept in four days, I have three kids and whilst your sat in a cosy office my kids are wondering if I can hold on and weather it’s another 12 month waiting list filled with little bursts of inadequate specialists offered via other places your offering a free councillor service for abuse survivors and have people googling diagnosis at these services Sad part is I must be unhappy because I’m unstable, and you wonder why people just give up !
Visited August 2023
Review titled Cumbria Northumberland Tyne and Wear NHS Foundation Trust
Replied on 14 August 2023
We are sorry this has been your experience. It is not how we would want anyone to experience our services. Given what you have shared, it would be useful to support you to complain about the actual team you accessed. You can do this by contacting our feedback team via email at POY@cntw.nhs.uk or by contacting our complaints team via email: complaints@cntw.nhs.uk or by phone 0191 245 6672. The postal address is: Complaints Department St. Nicholas Hospital Gosforth Newcastle upon Tyne NE3 3XT It would be really helpful to the specific team to know about your experience, you can do this by completing a survey here or by getting in touch with our complaints team : https://poy.cntw.nhs.uk/ Thnaks again for your feedback, Paul - Feedback and Outocmes Lead
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Review titled Cannot fault
Rated 5 stars out of 5
by Anonymous - Posted on 31 December 2023
After what was a traumatic and stressful time with my son, I cannot fault Lotus Ward, from the second we arrived I was treat with care and compassion, all staff I came into contact with were professional, friendly and caring. The care and support shown to my son was exceptional, they went above and beyond to help him at a difficult time. I always felt updated and kept informed of treatment, I was free to voice any concerns and felt in meetings with staff, I was listened to and had a voice. My son has very fond memories of the staff who cared for him. Thank you all
Visited July 2023
Review titled Cumbria Northumberland Tyne and Wear NHS Foundation Trust
Replied on 02 January 2024
Many thanks for sharing your experience with us. It is wonderful to hear that your son and yourself had apositive experience at was was surely a difficult time. I will let the Lotus Ward team know about your feedback, I am sure it will be very well recieved. Many thanks for taking the time to share your experience with us. Paul - Feedback and Outcomes Lead
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Review titled It's them that won't engage
Rated 2 stars out of 5
by Anonymous - Posted on 15 July 2023
So many times you are told to reach out for "help" as people kept saying but at the end of everytime doing that you are still not getting any help. Chopping and changing of any diagnosis by them is extremely distressing for anyone to cope with so you are left not coping with that either. They seem to use a push pull technique by pushing you away from them and then they pull you back by saying about helping, again this is something else that leaves you distressed and not able to cope with. You find that you spend most if not all of your time chasing them about everything, from getting the help you are entitled to, to the complaints that you are encouraged to make by them who work for the organisation. Other people are having the same problems of not being helped and or listened to and it's not helpful for anyone to be going through this. Why doesn't anything positive come out of anything when you are suffering from a mental health condition and when you are always having to explain what is happening on a day to day basis, on other words why doesn't the service listen.
Visited July 2023
Review titled Cumbria Northumberland Tyne and Wear NHS Foundation Trust
Replied on 21 July 2023
We are sorry this has been your experience. It is not how we would want anyone to experience our services. Given what you have shared, it would be useful to support you to complain about the actual team you accessed. You can do this by contacting our complaints team via email: complaints@cntw.nhs.uk or by phone 0191 245 6672. The postal address is: Complaints Department St. Nicholas Hospital Gosforth Newcastle upon Tyne NE3 3XT By what you have said, you may have already been through this process. If so, you can email my team: poy@cntw.nhs.uk and we can look into getting a response from the team to the experience you have shared. Paul - Feedback and Outcomes Lead
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Review titled A positive experience
Rated 4 stars out of 5
by Anonymous - Posted on 27 November 2022
We've had recent experience of Acklam Road Hospital (Lotus Ward) and this has been both positive and reassuring. Young people with mental health issues can be vulnerable and our teenager recognised her need for professional help. The staff have been very supportive and their involvement could not have been better. From the psychiatrist, psychology team, nurses and support staff they've been consistently professional and attentive, helping our young person on the 'road to recovery' - a responsive and friendly team, who've provided a therapeutic environment and we think they've constituted the fourth emergency service - thank you! - you know who you are :)
Visited November 2022
Review titled Cumbria Northumberland Tyne and Wear NHS Foundation Trust
Replied on 02 June 2023
We are pleased to hear about your positive experience at Lotuw Ward. We made the team aware of your experience through the ward manager who shared it throuhout the team. Many thanks for taking the time to share your experience. Paul - Feedback and Outcomes Lead