Given a mobile number, left numerous messages that were not returned. Calls not returned.Left feeling isolated and vulnerable.
Response from Manager Kirklees/Calderdale Memory Assessment Service, The Calderdale Memory Service
Firstly thank you for bringing this concern to my attention. Unfortunately without knowing the details of this case I cannot give you a full explanation as to why this has happened and what measures we can put in place to prevent this happening again.
I would like to reassure you that the Calderdale memory assessment service has a process in place to communicate all medication changes to the GP, service user and chemist via template letter. Any urgent communication is completed over the telephone or via fax. There is a clear process in place for the titration of medications including detailed guidance of the process of the GP taking over prescribing.
I am unclear as to why the telephone contact proved difficult as, from January 2020, the memory service has a duty worker Monday to Friday available 9-5 to answer any queries. As a direct result of this concern, I have requested a dedicated phone line to the memory services duty worker with answering machine facility to enable a timely response.
I am sorry that this service user had a negative experience. As an organisation we value customer feedback and always aim to improve and be outstanding.
I am sorry I have not been able to provide a more in depth response but without specific details of the incident I cannot fully investigate the concern. Please do not hesitate to contact me if you have any further concerns.