Wellbeing Norfolk and Waveney (IAPT)

Feedback

• I referred myself to Wellbeing

  2

  Submitted by Anonymous 28th June 2018

  I referred myself to Wellbeing, suffering with depression and anxiety. I went to a session and it made me more anxious. Chairs too close together, really not what I needed at that time.

• Reply from Wellbeing Norfolk and Waveney (IAPT)

  Thank you for taking the time to leave us feedback. The Wellbeing Service offers a number of different support options and from your feedback, it sounds like you attended one of our workshops. This is not for everyone and we would always encourage people to talk to the clinicians running the workshop to consider other options that may be more helpful. It is unclear from your feedback whether you felt able to do this. If you would like to discuss other support options such as online CBT, telephone guided self help or face to face CBT or Counselling please do contact us on 0300 123 1503 or via our website on www.wellbeingnands.co.uk.

• Felt like they wanted me off the books

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  Submitted by Anonymous 28th June 2018

  I've suffered with depression, it took ages to get referred. I got one phone call, one face to face. It felt like they wanted to get me off their books. Wanted to send me to a farm with a load of people you don't know, for social anxiety.

• Reply from Wellbeing Norfolk and Waveney (IAPT)

  Thank you for taking the time to provide us with feedback. We were sorry to hear that your experience of the service was not a positive one. As feedback on this site is anonymous, we are unable to look into the details of any specific feedback given. It would be good to explore this with you and consider support offered by the Wellbeing Service that is specific for individual's suffering with social anxiety. If you would like to contact us to discuss this further please call us on 0300 123 1503.

• Mindfulness course, very helpful

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  Submitted by Anonymous 22nd June 2018

  I was suffering with stress and I accessed a mindfulness course. It was very helpful and very good for me.

• Reply from Wellbeing Norfolk and Waveney (IAPT)

  Thank you for taking the time to leave us feedback and it was great to read that you found our Mindfulness course helpful. Hopefully you will continue to practice the techniques taught and not feel the need to access our support further. However, if you need us at any time in the future, please feel free to refer yourself directly via our website www.wellbeingnands.co.uk or by telephone on 0300 123 1503. Thank you again for your kind feedback.

• Helpful and useful

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  Submitted by Anonymous 18th June 2018

  I have been to groups and I've also had counselling sessions. They've been very helpful and useful. I had 12 sessions all together, and felt like maybe could've done with a few more. They are very good, I really liked the art and photography classes.

• Reply from Wellbeing Norfolk and Waveney (IAPT)

  Thank you for your feedback and we were really pleased to hear that you found the Wellbeing Service and what it offers helpful. From your feedback, it sounds like you accessed our Wellbeing Social events so we are hopeful that you are still accessing these. If not, please do visit our website at www.wellbeingnands.co.uk to find out what is on in your local area. These activities can be accessed by anyone, you don't need to be accessing 'talking therapies' with the Service.

• Mental health services need improving

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  Submitted by Anonymous 29th May 2018

  I've used this service recently and you have to wait for them to phone you. You're waiting weeks and you can only access one type of support at a time, which isn't much good if you have two conditions. Access to mental health services needs to be improved. Phone consultations no good if you have anxiety. Face to face needed.

• Reply from Wellbeing Norfolk and Waveney (IAPT)

  Thank you for taking the time to provide feedback and we are sorry to hear that you did not find what the Wellbeing Service offers helpful. Initial 45 minute assessments would normally take place over the telephone and are within 6 weeks of the referral receipt. This assessment can also take place face to face or via Skype if a patients needs are more suited to this. At this assessment the clinician will discuss what difficulties you are experiencing, what you would like to get from accessing support from Wellbeing and what support would be best suited to meet these goals. The service follows NICE guidance and therefore offers support to patients in line with this. We are sorry to hear that you did not feel that the support offered was suitable. If you would like to discuss this further do contact us directly on 0300 123 1503.

• Offered group session, not appropriate

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  Submitted by Anonymous 28th May 2018

  I completed a referral online to access support. I have been housebound with depression and was offered a group session. I can't go.

• Reply from Wellbeing Norfolk and Waveney (IAPT)

  Thank you for taking the time to provide feedback and we are sorry to hear that your experience of our service was not a positive one. At your assessment, the clinician should have discussed what difficulties you are experiencing, what you would like to get from accessing support from Wellbeing and what support would be best suited to meet these goals. It doesn't sound like this was your experience which concerns me and no one should feel that attending a group is their only option. For some, workshops are really helpful but for others, this is not the case. Everyone is different and should be treated as such. If you would like to discuss this further so that we can explore what happened in your situation and consider other support options that may be more appropriate, please do contact us directly on 0300 123 1503.

• Found Mind offered better support

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  Submitted by Anonymous 28th May 2018

  I was offered some group sessions and one to one therapy. It was okay, but I found Mind offered better support so went through them.

• Reply from Wellbeing Norfolk and Waveney (IAPT)

  Thank you for your feedback. It would be great to hear from you with regards to what support from Mind you are accessing. The Wellbeing Service is a partnership between Mind, Relate and NSFT so, as partners, we are always keen to consider ways in which we could be working more collaboratively. We are really pleased to hear that the support you are accessing you are finding beneficial. Please feel free to contact us on 0300 123 1503 to discuss this further.

• Difficult to engage over the phone

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  Submitted by Anonymous 28th May 2018

  They always want to do over the phone stuff. I can't do phone stuff particularly well as I find it really difficult to engage. I would be happy to use Facetime or Skype if that were offered. This was over a year ago so maybe they are offering that now.

• Reply from Wellbeing Norfolk and Waveney (IAPT)

  Thank you for taking the time to provide us with feedback. We are keen to offer support in as many ways as is possible. As such, we offer support via workshops (face to face and via webinar) and one to one support (face to face, over the telephone, via Skype and computerised CBT). If you are interested in supporting the service to develop and have any ideas as to how it can be improved, we would love to hear from you.

• One on one support was fantastic

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  Submitted by Anonymous 24th May 2018

  I was referred to wellbeing by my doctor. I initially went to a group meeting at the forum in Norwich. I thought the meeting was useful, and it help me understand my own mental health. I was offered some support but because I work and have two children I couldn't make the times offered. I decided to wait for one on one support. It was 7/8 months before I accessed this one on one support. The one on one support I received was fantastic. I do feel like it was maybe cut short a little too quickly but I understand they have long waiting lists. It has really helped me but I would say it's not fully resolved my issues.

• Reply from Wellbeing Norfolk and Waveney (IAPT)

  Thank you for taking the time to provide us with feedback. It's always lovely to read when someone has found our service helpful. We are sorry that you had to wait for such a long time for one-to-one support. We are aware that there is a high demand for this and, as such, waiting times can be longer than any of us would like. We are always working hard to try and improve the service so if you have any ideas of what may have been helpful whilst you were waiting, please do contact us directly. You can also access further support at any time by visiting our website www.wellbeingnands.co.uk

• Let down

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  Submitted by Anonymous 23rd May 2018

  2 years ago, I tried to access support and was told to attend a group session at the Forum where they gave out information about various services they offer. I didn't think the session was overly helpful. I waited to hear back from them about going forward and received an email saying I was being taken off their list, and if I wanted support I should self-refer again. Last month I referred myself in again and explained that I'd already been to the group session previously, and that I was looking for counselling or more one to one support. I was offered telephone support one to one. They never arranged a time or day and just called me one random day, I was due to start work in 10 minutes. I explained I was starting work and couldn't complete the session. I then received an email a few weeks later saying that because I didn't complete the telephone consultation that I was again being taken off their list and should self-refer again if I wanted support. I gave up after that.

• Reply from Wellbeing Norfolk and Waveney (IAPT)

  Thank you for taking the time to provide feedback and we are sorry to hear that your experience of the service has not been positive. It would be really helpful to explore this with you in more detail to establish what has happened as your experience doesn't reflect our normal processes. As Service Manager, I am always keen to find out what has happened and how we can ensure that we learn from such experiences. Once our service receives a referral we contact the individual within 3 working days by telephone to arrange a one-to-one assessment. This initial 45 minute assessment normally takes place over the telephone and will be within 6 weeks of the referral receipt. At this assessment the clinician will discuss what difficulties the person is experiencing, what they would to get from accessing support and what support would be best suited to meet these goals. It doesn't sound like this was your experience which concerns me. If you would like to discuss this further do contact us directly on 0300 123 1503.