I had the "final final" letter from BLPT this week.
The Healthcare commission decreed that they should "highlight any changes in practice to improve service delivery and communicate those". I emailed the Trust indicating the areas of my complaint where they had admitted things were not acceptable and asked them to let me know how procedures had been changed to prevent similar things happening to other users.
The letter declared,
"we will not be responding to the issues raised in your emal as we feel these have already been adequately addressed."
But I should be happy. Because the Trust has "a project plan". Yes, a real plan. With "specific actions and timescales". This will "ensure that charges are implemented." In the CPA documentation (which they have to rewrite as a result of the new guidance on CPA) "we have included an area on the crisis plan which will say who the service user should contact in the event of a crisis or when their CPN is on leave."
Except that wasn't the problem for me.
The problem was that I contacted the appropriate person, the person I have been told to contact, and they told me they couldn't help.
To summarise their letter:
Paragraph 1: We're writing to you because the HCC have told us we've got to. But we haven't really got anything helpful to tell you.
Paragraph 2: We're not going to answer your questions. After all, we've always tried to avoid doing so in the past, so why should we change now?
Paragraph 3: The HCC told us we should tell you what we have changed as a result of your complaint.
Paragraph 4: We haven't changed anything. We've got a plan which will change a few words though. And maybe that plan will be written down and passed on to staff in October. So that's good.
Paragraph 5: Now go away and leave us alone.
I just came across Debacle's post on what seems to be similar letter-writing style by her mental health trust. Do read it. As she says, "This last NHS letter is the latest in a long, long line of fob-offs, excuses, obfuscations, callous disregard".
Couldn't have put it better myself.