Wellbeing Norfolk and Waveney (IAPT)

Feedback

• Brilliant, but difficult to access

  5

  Submitted by Anonymous 13th December 2017

  I don't like that I have to self refer online. I found the counselling service very useful 4 years ago but I'm now finding it difficult to access it again.

• Reply from Wellbeing Norfolk and Waveney (IAPT)

  Thank you for your feedback. We are really pleased to hear that you accessed our service previously and found it helpful. There are many ways to access us, one of which is via the online self referral form on our website or you can contact us on 0300 123 1503. Your GP can also refer you to the service if you do not feel able to refer yourself. We look forward to hearing from you soon.

• No stars

  1

  Submitted by Anonymous 30th November 2017

  Fail fail fail ! Very dangerous service

• Reply from Wellbeing Norfolk and Waveney (IAPT)

  Thank you for taking the time to leave feedback. We are always saddened when someone's experience of our service has not been positive and are keen to know why this is and how we can improve. It would be good to hear from you so that we can explore this in more detail. If you feel able to contact us directly, please do so on admin@wellbeingnandw.co.uk.

• Amazing service

  5

  Submitted by Anonymous 29th November 2017

  They made me feel comfortable. I didn't want to attend initially, but after a couple of sessions it really had a positive effect on my life. It helped me deal with a cancer diagnosis and other personal problems.

• Reply from Wellbeing Norfolk and Waveney (IAPT)

  Thank you for your lovely feedback. We really appreciate it when people take the time to let us know how helpful they have found the service. We hope that you continue to experience the positive effect that the support has had moving forwards but are always here if you need us again in the future.

• Brilliant service, if you can use it

  3

  Submitted by Anonymous 26th October 2017

  I self referred to the Wellbeing service. I found that they had lots of useful sessions, I attended a stress workshop in Dereham that was very good. The big problem is that everything else was based in Norwich. I am a single parent who works full time, so find it nearly impossible to go to these sessions. What they offer is brilliant, but I can't access it.

• Reply from Wellbeing Norfolk and Waveney (IAPT)

  Thank you for taking the time to leave us such lovely feedback. It is always great to hear that people find what we offer useful. We completely understand how difficult it can be when trying to access support if you are working full time and also if you are a single parent. This is why it is so important to us that we offer lots of options outside of working hours and in different ways e.g. telephone support, online CBT and workshops via webinars. We sincerely hope that you were offered these options and, if not, would love to hear from you directly on admin@wellbeingnandw.co.uk so that this can be explored. Thank you again for taking the time to review the Wellbeing Service.

• Dropped them

  2

  Submitted by Anonymous 13th October 2017

  They are short staffed and underfunded. They did the best they could but staff are changing all the while. I dropped them in the end.

• Reply from Wellbeing Norfolk and Waveney (IAPT)

  We are sorry to hear that your experience of our service was not a positive one and are concerned that this experience was of changing staff. It would be really helpful to discuss this in more detail and to see if there are any ways in which your experience could be improved. Please do contact us on admin@wellbeingnandw.co.uk if you would like to explore this further.

• More treatment needed

  3

  Submitted by Anonymous 5th October 2017

  My husband was depressed and was only offered 12 weeks of CBT. This wasn’t good enough. This was a while ago so I hope things have improved.

• Reply from Wellbeing Norfolk and Waveney (IAPT)

  Thank you for your feedback. The Wellbeing Service is a Primary Care Mental Health Service and, as such, is designed to offer brief support to individuals who are experiencing anxiety and/or depression following NICE guidelines. We understand that this type of support isn't suitable for everyone and, as such, always encourage individuals to access what is going to be of most benefit to them. This could be other Mental Health Services or a variety of organisations that support people with a range of needs. We hope that this was your husbands experience following his CBT with us. People can also access the Wellbeing Service via self referral at any time should they require further support or 'top up' sessions. Please don't hesitate to contact us if this is the case.

• Haven't got back to me

  2

  Submitted by Anonymous 5th October 2017

  I was told I didn’t qualify, then they said they’d take me. This was back in June and I still haven’t heard anything since!

• Reply from Wellbeing Norfolk and Waveney (IAPT)

  Thank you for taking the time to leave feedback. We are concerned that you have not heard from the service since June. This is very unusual and we would very much encourage you to contact us directly on admin@wellbeingnandw.co.uk so that this can be looked into. We look forward to hearing from you soon.

• Vast delay, staff good but powerless

  1

  Submitted by Anonymous 1st October 2017

  I have yet to have an appointment that will lead to help. Initial consultations have only led to the possibility of care year down the line. In this time I have lost my job and am now with Relate. The offer of care came the week we started Relate, so it had to be put on hold. The counsellor has been helpful through this period. Maybe losing my job and being at Relate may not have happened if care had been able to be given in a timely way. Mental health services cannot cope. If I had a physical problem this would have been treated sooner. In the meanwhile by GP has provided great support. This is not the only time is has happened, many years ago a referral to The Bethel took a year to get an appointment, by then the situation had deteriorated badly. This was the start of my mental health problems. It seems that delays cause very significant and costly problems both to me and the NHS. A stitch in time seems an appropriate comment. The one star is for the staff, they are caring and embarrassed and would get all my stars.

• Reply from Wellbeing Norfolk and Waveney (IAPT)

  We were saddened to read that your experience of the Wellbeing Service has not been a positive one. As the Wellbeing Service is a partnership between NSFT, Mind and Relate, it is really positive to hear that you are accessing support and we hope that this is useful. We are keen to receive feedback and develop the service in any way that we can. If you would like to talk through your experience in more detail, please do contact us directly on admin@wellbeingnandw.co.uk.

• Wellbeing service is really good

  5

  Submitted by David 21st September 2017

  I went there with stress and various other issues. I was initially given telephone counselling. She was really nice but I said I needed to speak to someone face to face. I was given 12 weeks of one to one support, but when it stopped I was told about people that could help me with a host of other things - they really helped me to start getting out and about again and I can still talk to them over the phone if I need to. Really good service.

• Reply from Wellbeing Norfolk and Waveney (IAPT)

  Thank you for taking the time to leave us feedback. It is always lovely to read when someone has found our service helpful. We hope that you continue to get out and about and if you ever need our support again in the future, please do contact us.

• Mental health needs more priority

  2

  Submitted by Anonymous 18th September 2017

  I had been paying privately for person centred counselling for years, but ran out of money. I've been waiting for support from the Wellbeing service since before Christmas and have since lost my job. My GP see's me every fortnight - this must be a more expensive way to treat people. I've ended up going to Relate while I've been waiting and then because of this when Wellbeing did get in touch, I've been put to the back of the queue again. It's not the fault of the people there. They have called me and said they want to treat people, but are too stretched. If I was seen sooner I may not have lost my job. What I don't understand is that if I broke my leg I'd be treated straight away, so why isn't mental health the same? At the moment I'm very reliant on my GP and that shouldn't be the case. There's money to provide care for people at the end of their life, but where's the money for mental health and stopping people ending their lives early through suicide.

• Reply from Wellbeing Norfolk and Waveney (IAPT)

  Thank you for your valuable feedback and we are sorry to hear that your experience of our service was not as we would have hoped. Supporting individuals who are experiencing difficulties with their mental health is a priority for us and so if you have any ideas as to how the service could be improved, we would very much like to hear from you.