Plymouth Options: Improving Access to Psychological Therapies - FFT

Survey Results

Our patients were asked:

“Overall, how was your experience of our service?”

Total responses	25 in 31 days
Very good	15
Good	6
Neither good nor poor	3
Poor	0
Very poor	1
Don't know	0

25 responses in 31 days

You said

Good service
30 Aug 2022
It was my first visit and they knew how to talk to me .
30 Aug 2022
Long wait time, discharged despite not breaching contract
24 Aug 2022
Assessment over the telephone was unprofessional and lacked any empathy
24 Aug 2022
Amy was supportive, understanding and easy to talk to. Flexibility around appointments. The help was practical and approachable
24 Aug 2022
My experience has been excellent. Fran has been attentive, kind and really helpful. She has provided me with tools to help my anxiety.
24 Aug 2022
Amy was brilliant, listens and non judgemental.
24 Aug 2022
The staff were polite and patient . The room light and airy. I was given information to take home from the course.
24 Aug 2022
Kate is kind empathic & non judgemental. She helped me navigate & understand my feelings. She shared tools to use in the future
24 Aug 2022
At first i thought CBT was a waste of time! Cara was friendly understanding, as the sessions progressed, I looked forward to them. Over the weeks, I felt much better and so much more confident & happier in myself. I would recommend CBT to anyone with severe anxiety.
10 Aug 2022
Very good for anyone who needs to talk, I wish I had chosen a video call rather than a phone but after a few weeks I did get better and improving everyday.
10 Aug 2022
I think it was ok, techniques from course have been helpful. The ladies presenting did really well in terms of helping everyone.
09 Aug 2022
Very pleased with Rosie, completely understanding
09 Aug 2022
Excellent
09 Aug 2022
Excellent care form Michelle, who offered me the most appropriate intervention that completely changed my life.
09 Aug 2022
Overall great experience. I personally think 1-1 would have benefitted me more, as quite shy of people in a group.
08 Aug 2022
Fran was excellent listener, she explained everything and always clear to what was happening next
08 Aug 2022
Validated my feelings and helped me make sense of them.
27 Jul 2022
I am very pleased with my therapist, she was very patient throughout and addressed the concerns I had.
25 Jul 2022
Overall the service was well addressed and I had a good understanding of all steps required. Home was managed well. i felt positive
25 Jul 2022
Online was great better than being in a small room
19 Jul 2022
Jade was very kind and compassionate to my situation and helped me understand techniques to manage
19 Jul 2022
Really impressed, didn't have to wait long. I felt I got the support I needed straight away. I am doing much better.
19 Jul 2022
Adrian was very understanding, calm and patient. He helped me overcome things I could not remember. When i couldn't do face to face, zoom was good
18 Jul 2022
Excellent delivery of course helpful content by Tara, who is caring & professional
18 Jul 2022
Take away skills very useful
18 Jul 2022
Some coping skills worked some didn't but everything was helpful
18 Jul 2022
Being given the right tools for anxiety has already helped, knowing i can take away what I have learnt is comforting
18 Jul 2022
Very informative course, lots to take away, feel confident I can cope. Tara and Becky deliver content well
18 Jul 2022
Did not feel 1-1 on the phone was very helpful, I could hear the computer being used, which made me feel like a number on a list. Talking face to face would have been much better
11 Jul 2022
I have used options a couple of times but dont feel it has helped. I feel better doing my own help. Quit the course to give someone else a space.
11 Jul 2022
The assessment asked lots of questions about what I felt I needed, yet none of the options available to me. I was offered online stress but need help for grief and loss. I have not heard anything since assessment. Dont think options will be much help
11 Jul 2022
Clear, concise, well explained and a calm atmosphere
11 Jul 2022
The course covered all aspects of worry and stress. The handouts were helpful to use at home
11 Jul 2022
The course helped me look at things differently
11 Jul 2022
I felt it was not beneficial. The therapist did not seem empathic. I was shocked by the weekly questionnaire and discharged because scores were low,just because you have a good week doesn't mean you are fixed.
04 Jul 2022
The therapist supported, understood and helped me. I was made to feel I was not alone and we worked together. I struggled with the online, 1-1 worked better than I expected
28 Jun 2022
I was discharged due to my scores, so felt the service did not give me time to go through the booklet, my feelings change weekly, so I could of been having a good week, it doesn't give the overall picture of my mental health.
28 Jun 2022

Our reply

Thank you for taking the time to leave feedback, your comments are appreciated, passed on to the team and we use them to improve our service.
I am disabled so this limits me but the service helped me see positive thoughts. My first treatment was in a group on zoom, I wasn't keen on that.
28 Jun 2022
At first silver cloud seemed a bit daunting and I was unsure if it would help. Knowing my progress was monitored, helped the motivation to complete, as a result feel 100% confident
28 Jun 2022
Amy was professional, kind and thoughtful in her approach and my needs and teaching me skills to move forward.
28 Jun 2022
I appreciate the space I was given, my therapist was lovely, although it didn't go deep enough for me. i was still left wondering why?
28 Jun 2022
Therapist was fantastic, very calming for me and a great help
28 Jun 2022
I was seen quickly and had a good experience. I was listened to and taken seriously, flexible appointments.
28 Jun 2022
Plymouth Options is an amazing service. I had a really good experience. I cannot thank Rosie c enough
28 Jun 2022
I am happy with the service and the course was helpful
28 Jun 2022
Staff are very understanding, helpful and willing to listen
27 Jun 2022
I found the sessions very helpful
07 Jun 2022
I found myself learning about myself and realised its ok to give up on something
06 Jun 2022
From the start it was great but as soon as I went on to silvercloud contact went dead. I am not great with online so filling questionnaires did not help me
06 Jun 2022

Our reply

Thank you for taking the time to send us feedback, we do use this to improve our service. Your comments have been passed on to your therapist and their supervisor.
In a few short weeks, your therapist took me from q dark place back to work and dealing with my thoughts
06 Jun 2022
I went from feeling totally useless about myself to feeling almost totally in control and much better afterwards
06 Jun 2022
Good advice for managing anxiety. Group leaders explained things well, were kind and put no pressure on us to talk, felt comfortable, even with sensitive information
06 Jun 2022
Good advice and techniques on how to deal with anxiety
06 Jun 2022
Very helpful course on understanding anxiety. Staff were very kind, helpful and I felt comfortable.
06 Jun 2022
Very informative course
06 Jun 2022
The course has given me some really useful tools/tips to help with a variety of stress-based issues.
Rosie and Lee were very welcoming, friendly, and knowledgeable.
I really liked the ability to attend the course on Teams (from home) and avoid travelling (cost and time). I wouldn’t have been able to attend the course in person as it wasn’t on a day/time I could do. Teams also has a great chat function for those that aren’t confident enough to speak.
06 Jun 2022
It helped me a lot. Well done Brett and Lee
23 May 2022
An overall excellent course. Brett was approachable and a really good tutor
23 May 2022
Course did help me to control myself better and understand my problems
23 May 2022
Lee and Brett made you feel relaxed & did not put any pressure on you to do anything you did not want to
23 May 2022
Enjoyed the topics on the course, some interesting discussion.
23 May 2022
Was good but came repetitive. Was made to feel 'worry time' was the only was forward. Was released after scoring recovery score on ONE question.
23 May 2022
Really good. Felt well supported and collaborative. Really clicked with CBT with Gemma. Lots of tools to move forward.
23 May 2022
I wish the online course was longer with feedback.
17 May 2022
My experience has been positive. Working at my own pace. I could fit it around life. The feedback catch ups ensured I worked consistently, making accountable progress.
16 May 2022
The right information was given to me and I was signposted to relevant agencies
16 May 2022
Amy was outstanding in her care, always positive and helpful. A true credit for your service.
11 May 2022
Really friendly and helpful service, offered great links to other helpful info
10 May 2022
I leant different techniques on the course to fight my depression
10 May 2022
You failed to understand that I had a court case in 8 weeks, which is still ongoing and that I would not be able to log on until that was over.
03 May 2022

Our reply

Thank you for taking the time to leave feedback. We are dismayed to hear of your experience. Your feedback has been past the practitioner who assessed you.
Helped me organise myself and gave me a realisation of my problem. Worked well.
03 May 2022
I have nothing but gratitude for the service. I received honest practical therapy. I finished feeling less anxious. Ceri is a godsend.
03 May 2022
Over all the service was terrible. After only 3 sessions I was discharged, despite wanting to carry on. I am now struggling with my mental health.
26 Apr 2022

Our reply

Thank you for taking the time to leave feedback, it is appreciated and is used in our training to improve our service. We are dismayed to hear your experience was with us was terrible. We would be happy to discuss this further with you, please get in touch.
Rob was a great listener and encouraging with my feedback messages. My experience has been nothing but positive.
13 Apr 2022
Had wonderful help when needed.
13 Apr 2022
My anxiety was overwhelming at the start of treatment. I was guided through a process to manage my anxiety.
13 Apr 2022
First Class
13 Apr 2022
Improvement started soon after 1st session and continued.
13 Apr 2022
A really friendly team, with great listening skills. A very helpful service.
13 Apr 2022
The course has given me lots of things to think about and tolls to help with my depression
12 Apr 2022
Very informative and a lot of useful information and tips
12 Apr 2022
I feel as if I have been given what I need to improve my depressive symptoms
12 Apr 2022
Good techniques for everyday awareness
12 Apr 2022
I feel in control of my anxiety more than I did before the course
12 Apr 2022
really appreciated being taught how to cope with anxiety. The practitioners are very supportive and helpful
12 Apr 2022
I felt listened to and understood and to be reminded its ok to look after myself as well as others. You are all doing a great job
12 Apr 2022
The service was straightforward and offered good advice.
14 Mar 2022
Appalling disgusting, that you are happy to leave people struggling with no help.
09 Mar 2022

Our reply

Thank you for taking the time to leave feedback, it is appreciated. we are really concerned to hear that your experience was distressing for you. Looking at your records, we can see you spoke to one of our therapists, who has advised you to make a complaint to Livewell Southwest. They will then be able to look into this situation in more detail for you.
Excellent experience, which has really helped me . The online CBT course was extremely helpful and will help me going forwards
08 Mar 2022
Excellent really good experience. I could tell others on the course were helped.
08 Mar 2022
I felt the online course helped but did not see the point of sharing with the advisor, they never commented on anything.
08 Mar 2022
I found the course really useful at understanding my anxiety and what it may cause me to do such as avoidance. This was something I had always felt bad for doing but never realised the two were linked. I also liked that they gave us quick anxiety fixers as well as techniques to use long term.
07 Mar 2022
Helpful and kind. treated everything professionally
01 Mar 2022
My therapist helped me a lot. Options seems like a safe place
01 Mar 2022
Brett was fantastic cant thank him enough
01 Mar 2022
Felt fully involved at first but was dropped from the programme without warning or consultation.
01 Mar 2022
Took a while to relax in to the group. Good course materials. tools and exercises
28 Feb 2022
Maggie and Rebecca were very nice people, easy to understand and put me at ease. They do a great job
28 Feb 2022
The initial call was comprehensive, follow up was not great, possibly because calls are from hidden numbers.
16 Feb 2022
Helpful service, 6 week course was very good but a lot to take in
16 Feb 2022
I feel most confident and more at ease with myself for the 1st time in years
16 Feb 2022
Polite and professional
16 Feb 2022
Emma was kind and helpful
16 Feb 2022
Good information and helpful
16 Feb 2022
The appointments were completely useless, rushed and seemed to be running from a script parrot fashion. Left feeling discarded and on my own.
09 Feb 2022

Our reply

Thank you for taking time to leave feedback, this is much appreciated and helps us to improve our service. We are concerned to hear of your experience and would like to have had the chance to discuss this further, however you did not state that you would like to be contacted. If this changes please do not hesitate to contact us. Please accept our apologises.
Given me new ways to think about my behaviors. I feel I have some tools to help my anxiety. I have benefitted from attending
09 Feb 2022
Provides insight into what is happening when I feel anxious and why. Provides a range of strategies' to help cope. Support workers, always kind and supportive.
09 Feb 2022
The course helped me to understand how to control my thoughts better
09 Feb 2022
The course was generally delivered well & points were expanded on, we were able to ask questions and gave time to think about and practice
09 Feb 2022
Learnt a lot of useful techniques and practices for the future
09 Feb 2022
The course brought my issues in to perspective, gave directions and identified home practice. Bretts attitude was the best thing
09 Feb 2022
The course gave me the ability to recognise my issues and gave me tools to help. The class was very informative and gave a good amount of support
09 Feb 2022
Claire was really helpful and I liked the silver cloud app. I felt like I got to make the decisions I needed, whilst still feeling supported
02 Feb 2022
Thank you for completing the assessment working jointly with Harbour.
25 Jan 2022
Felt comfortable & safe to talk. Very professional & reassuring
25 Jan 2022
still waiting to hear back
25 Jan 2022
I was handled with empathy and understanding. I appreciated that, given the issues I was approaching you for.
25 Jan 2022
Lovely person on the phone, made me feel at ease. Just didn't meet criteria for counselling, which is disappointing
25 Jan 2022
100% good
25 Jan 2022
A very helpful mentor. Good programme
25 Jan 2022
Not at all what I was expecting, but the people I spoke to were very understanding and compassionate
25 Jan 2022
Assessment was quick but I didnt understand everything I was told
25 Jan 2022
I wish for continuous services with regards to cancelling, not only 20 sessions
25 Jan 2022
This is the second attempt, as the first time I was lied to by the person on the phone. This is the only way I can get help.
25 Jan 2022
Takes too long from assessment to first appointment, but I understand why
25 Jan 2022
Really helpful and choosing options to suit me. Amy was really understanding and seemed like she really wanted to help
25 Jan 2022
The initial phone call was helpful, mainly because it gave me someone to talk to thats impartial. The intense video call was amazing insightful and provided so much clarity
24 Jan 2022
Considerate and patient staff, excellent listening skills, felt comfortable in the building and made to feel welcome and important. I had exactly the right treatment and recovered quickly with guidance
24 Jan 2022
found our conversations relaxed and informative. I am using the information and find it helpful
24 Jan 2022
Felt supported and listened to. I could not have had a more understanding therapist and the service was great.
22 Dec 2020
I believe talking through my problems enabled me to see clearer how to deal with my issues
22 Dec 2020
The lady who I spoke to on the phone Jemma was very friendly and I didn’t feel rushed in any way. She had a lovely manner
08 Dec 2020

We did

From the information on our website, on the self referral form, it felt access to the service was only available if you had a mobile phone.

Plymouth Options: Improving Access to Psychological Therapies - FFT

Survey Results

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