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Hertfordshire Partnership University NHS Foundation Trust

Hertfordshire Partnership University NHS Foundation Trust, Head Office, The Colonnades, Beaconsfield Road, Hatfield, Hertfordshire, AL10 8YE

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  1. Review titled Not an ideal experience to someone potentially to be diagnosed with Autism

    by Anonymous - Posted on 29 September 2024

    Arrived ~20mins before appointment at 12pm, no clear indication the HPFT service opens at 12pm. Another visitor arrived and we confirmed to each other we are in the right place for the same pre-assessment at the same time. Since booking, I had been thinking many times this was a mistake and nearly gave up but the other visitor inspired me to remain. At 12pm the door open, shortly after the other patient is called by name and taken for their appointment, I however am left waiting. As I am used to NHS delays, I wait and assume the service books 2 people at the same time and my appointment will be after the first patient. After 1hr, the first patient returns with their consultant, they are surprised I have been waiting so long. Apparently, my consultant tried to phone me and left a message, I did have a missed call from an unknown number while waiting but I do not accept these calls, I have no voice mail. Turns out my consultant assumed I didn't arrive and leave for the day, he didn't consider to call me by name in the waiting area as the first consultant did with the first patient. The first consultant apologised but took me for my pre-assessment, I did also as I was not very impressed and worried this might steer some answers as in this mood I might seem sarcastic. He was very nice and I do not doubt his skill but the questions are not very conducive and the process, inefficient. Questions such as "how are your emotions?" I didn't find very valuable, in what context are you asking? I tried to answer with context but as the consultant needed to summarise/type and listening, this seemed to be quite challenging for him. Given these questions on a web form, I could answer as much as I like in a manor I would to anyone then the data could be processed / summarised instead of this poor process. Granted, typing someone reading will not fully understand any physical traits / tone of voice but there must be a more supportive method than this "tell me about yourself". In a few cases, the consultant did give a scenario related to the question without steering my answer which was helpful but giving a scenario for all questions felt like it wasn't part of the process or he couldn't think of one. I fully appreciate he went above and beyond to conduct the assessment, maybe he sacrificed his lunch break for me because of his colleagues lack of common sense. He also just finished an assessment for an hour so I can imagine for him it can be an intense task. Directly to HPFT: I consider myself to be fairly capable of articulation but I can imagine there are people attending sessions at this location who are not, I was nervous but some others more so and you are mostly giving them messages to not even waste their time and these people need help, this is why they came to you in the first place. Think about the service you are offering and the customer's you receive, ask them even if you are uncertain on how to improve but even my local shop has "we are open from".

    Visited September 2024

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    Review titled Hertfordshire Partnership University NHS Foundation Trust

    Replied on 30 September 2024

    Thank you for your feedback, I am sorry that you have had a poor experience of our services. In order that we can investigate your concerns, could you please contact our Patient Advice and Liaison Service on 01707 253916 or email hpft.pals@nhs.net stating the name of the team you saw and the date. We will then be able to respond to you directly. Experience Team

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