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"Accessing Headspace."

About: headspace Townsville

(as the patient),

A while back, I started to see my local Headspace. I had about 10 sessions for the year, I found them really helpful but later on someone told them I had something wrong with me (personal) so they basically discriminated me. They told me they can't help me anymore because of that issue and I couldn't help it I was born with it anyway. I've tried to contact the people who run Headspace and they didn't seem to do anything about it and they basically rejected me. I feel I was never listened too and I felt I couldn't be heard and still by today I am feeling really upset about this. I've tried so much to get this sorted but no one will hear my story. I will not recommend this service to anyone, it's the worst place I've ever been too. Headspace or their Head Office should never never reject anyone or discriminate anyone.

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Response from Director Mental Health Services, Northern Australia Primary Health Ltd 6 years ago
Submitted on 18/08/2016 at 10:45 AM
Published on Care Opinion at 10:49 AM

Dear Really upset,

Thank you very much for sharing your story and concerns on Patient Opinion. I am truly sorry that you felt headspace Townsville did not provide you with the services you expected and needed. We take all complaints seriously and always try to improve our services based on feedback and our client’s experiences.

One of our core values at headspace Townsville is that we try to provide a warm, safe, welcoming, and inclusive environment for all young people, their families, and friends irrespective of their backgrounds, values and beliefs. So it saddens us to hear that you felt you were unable to continue to access our services based on your personal condition.

I can only assume that headspace Townsville was not able to meet your needs within our framework of mild to moderate early intervention and therefore were unable to continue to provide services to you, which may have led to you feeling the way you do.

Please be assured that we try to provide the best possible care to all of our young people and their families, and if we identify we are not the most suitable services try to support the young person transitioning into more appropriate care arrangements.

It sounds like you have tried to voice your concerns with us and headspace National Office, but did not feel heard or understood. If you have put in a formal complaint, I can assure you we would have followed our complaints procedure, which includes a detailed review of your case and consultation with our clinical reference group and provided you with feedback of the outcome of the review.

I hope you have been able to link in with services that are providing you with the care you need and wish you all the best for the future.

Warm Regards

Phil Ihme

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