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"Unheard, disempowered and disheartened"

About: Mead Centre (Assessment Treatment Team)

(as a service user),

I was referred to the Mead Centre due to my private psychiatrist retiring and me being no longer able to afford private treatment.

While I feel the services offered by the Mead Centre are extremely limited, I understand this is largely a result of government funding, or lack thereof, and so this is not the basis of my review - what I feel was the shocking treatment by the staff there is.

In my opinion, the Case Manager I was assigned to was judgemental and insulting from the beginning. I believe they asked irrelevant and offensive questions, potentially as a result of prejudiced assumptions based on my diagnosis or quite possibly a result of simple ignorance and incompetence.

Whatever the reason, the approach was definitely not, in my opinion, reflective of trauma-informed care and is quite frankly not good enough. I would expect an organisation such as the Mead Centre to not only be highly educated on mental health conditions, but also tactful and compassionate in their dealings, and whole-heartedly committed to not perpetuating the stigma that goes along with such conditions.

When I raised my concerns, I felt the Case Manager was defensive and minimised my experience, showing no concern whatsoever that I was not comfortable. Furthermore, the Mead Centre would not allow me a change of Case Manager when I requested this, even when advising I would feel much more comfortable with a staff member of my gender. While I can appreciate staffing constraints, this decision was not even discussed with or communicated to me. This whole experience has left me feeling unheard, disempowered and disheartened with the system. Public Health patients have rights too.

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Response from Diane Barr, Executive Director, Armadale Kalamunda Group 14 months ago
Diane Barr
Executive Director,
Armadale Kalamunda Group
Submitted on 24/05/2021 at 11:16 AM
Published on Care Opinion at 11:17 AM

picture of Diane Barr

Dear daisychain,

Thank you for taking the time to write to us and provide valuable feedback regarding your experience with the Assessment and Treatment Team (ATT) at the Mead Centre.

I was very concerned to read about your experience and would like to offer my sincere apologies that you have felt let down and unheard by the service.

It was incredibly disheartening to read of your experience as this is not consistent with the standard we expect from our clinicians, nor it is consistent with the values of the organisation.

Whilst I am unable to fully investigate the concerns raised without further details, I can assure you that what you have described is not the service we strive to provide to our consumers. Our aim is to provide a service that puts the consumer at the centre of all that we do and to provide our clinical services with the utmost respect and compassion. We strive to provide trauma-informed care and to work collaboratively with our consumers. I agree with you that compassion should never be absent from any patient’s care and I am very sorry that this wasn’t reflected in your experience.

I can assure you that I have discussed your feedback with the Service Director to ensure they are aware and respond to the issues raised.

In relation to your request to change Case Managers, I am sorry to hear that this was not explored with you. AKG’s Mental Health Service Director, Cathy Thomas, would like the opportunity to discuss your experience in further detail with you as well as explore options for changing Case Managers. Please contact her office on (08) 9391 2329 or via email to arrange a time to discuss.

Kind regards,

Di Barr

Executive Director

Armadale Kalamunda Group

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