"Treatment before, during and after making a complaint"

I was referred to the Older Adult Community Mental Health Services (Selby) by my GP 3 years ago

Initially my experiences were helpful and positive but this changed when my doctor needed to take extended leave on two occasions

Over this time there were a number of bad experiences that left me feeling so traumatised and unsafe, I needed to contact the emergency services and ended up in the emergency department

I tried to resolve these problems internally. Letters from North Metropolitan Health Service (NMHS) apologised for the service not meeting my expectations, but never acknowledge any wrongdoing

I had to take the more serious matters to our independent complaints office (HaSDCO) who took over the initial case, organised a conciliation meeting  early this year that was attended by 8 people, including my doctor, reached an agreement that was distributed to all parties in a written report only to have this breached by Selby 4 months later.

The first incident was with my first case manager, who shouted out me during a medical review with the locum doctor and then continued shouting at an independent advocate who tried to defend me.

I never knew if there were any consequences for this incident until at the meeting with HaDSCO, one of the case officers asked NMHS directly if there had been any retraining. Only then were we advised the service had addressed their conduct in a meeting with their line manager, and supervision had been put into place as a result

My new case manager turned out to be even worse. I would receive calls reprimanding me for things I had said at a community group that the locum doctor had referred me to. At my last session with the locum, they advised they had heard I was doing well at the group sessions. They asked how I found the new case manager. I told them I found their approach to be brutal. I had just lost my doctor, my case manager and my sister in the same month. I raised this concern at the HaDSCO meeting. My doctor said they would talk to the case manager. 

I would receive phone calls without warning. One time I was with a neighbour when, after one of these calls, I was so distressed, I had to leave. This was now affecting my life at home - nowhere was safe.

The worst call was several months ago this year. With no warning or support, I receive a blocked call from the service from a person I had never met. The caller claimed they were the senior OT and were with my new case manager and an OT. I was never asked if this was a convenient time to call. They just launched into a brief call that advised me I had been removed from the community group because my distress was affecting other members.

Money that I had contributed each week for coffees and outings was returned in an envelope. I still keep in touch with 2 of the group members who have told me this practice has now stopped. This may seem small, but what else is going in that place? Many patients are elderly and frail.

This call was a direct breach of our agreement with HaDSCO where there was an agreement that my care plan would not change without my input.

It was an adversarial situation where I should have had an advocate or support person present. There was no procedural fairness and I believe anyone present would have heard my distress. It felt cruel and vindictive

I had now lost all services and supports leaving me alone and isolated.

The number of my appointments with my doctor were significantly reduced despite being in distress and needing support. 

At my last session with my doctor, I discharged myself from the service because I no longer felt safe or supported. When I asked my doctor why my removal from the community group was not done in person with them, they said they would not discuss this matter because I had made a complaint.

I feel they just don’t understand a patient who is traumatised and in pain and all they see is someone who is angry and makes complaints.

My GP has since received a letter that was described as “cursory”

I am still shocked at how, in my experience, a service can treat a patient who suffers with trauma this way, and will now find it more difficult to trust anyone