National Reports Library

Summary of report content

On 19th December 2019 and on 13th January 2020, Healthwatch Hackney undertook Enter and View visits to Vivienne Cohen House of the East London Foundation Trust to review their psychotherapy services. Their aim was to collect feedback of people who used the services, from the carers and from staff who provide the services. Healthwatch staff found the house clean although the waiting area looked more like a hospital; the entrance to the building was through a big heavy door which was hard to open; reception level was accessible, but receptionists were behind a big glass and it was possible to hear the patient therapy sessions from the waiting room; some patients said that the discharge process was not explained to them nor were they aware of what to expect when their last treatment session comes to an end; there were poorly stocked leaflet racks with no information about how to complain, about dementia, carers support or about special educational needs. The report made 12 recommendations to improve the services which included providing complaint information, improving accessibility of the building at all opening times, better sound insulation to maintain confidentiality during consultations, first aid mental health training for front desk staff, regular tidying and cleaning of tea and coffee areas, up to date information leaflets available to the patients, and provide in writing details about treatment sessions discharge and follow up. The report contains a response from the provider for each of the recommendations.

Would you like to look at: