Trent PTS


Rated 1/5 by 1 person

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1 month ago

Positives –
Nice and calm environment to wait in for your appointment and have your therapy session in.
Staff at the Derby office seem friendly and polite, apart from the call centre staff.

Negatives –
– When you are asked to fill in an evaluation form of the session, this is done in the waiting room whilst your therapist is there. You feel obliged to give good feedback rather than being honest. I feel that you should be able to submit feedback after the session via a web link to an online survey. I would like to know what they are going to do about this.
– I was intending to book another session but was unsure if I’d be available on a date. The therapist reassured me that I could call them up and re-book. I ended up doing this and re-booked. After the second session, the same situation happened. This time, the therapist said that as I had will have ‘cancelled’ two appointments, they will have to discharge me from the service. At no point was I informed of this two strikes rule. Aside from the lack of information about this, I was initially reassured that I could call them up to re-book it. Why did the therapist tell me this in the first place if she knew it would be classed as one of the ‘strikes’. I would like to receive their policy via email on discharging patients due to these reasons.
– On the evaluation form after the session, it was asked if I was able to choose my therapy and select which one. At no point was I advised of the options during my initial appointment, the therapist told me that I would be receiving CBT, offering no alternatives. I didn’t feel CBT was right for me and would have benefited from something like art therapy. I would like to know when the options are meant to be discussed with you.
– Call centre staff can be a bit rude and abrupt with you. They don’t show care or compassion. They might need therapy too?!
– How are these services monitored? It seems like they only care about the numbers of patients they have rather than the quality of therapy.

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