Herrick House

Herrick House Feedback

1. Horrendous

   Horrendous place.
   I don’t think it could be any worse.

   • EPUT Patient Experience Team (Director of Patient Experience) replied on 10 April 26

     Dear Simon

     I am very sorry to hear that you feel this way. Your experience matters to us and we would like to understand what contributed to this so we can look into this matter for you. If you would like us to look into this further please contact us directly via our PALS Team at [email protected] We want to make sure your concerns are properly addressed.
     Thank you
     The Patient Experience Team

2. Be better off to shoot yourself in the head

   Complete disgrace fobbed off misinformef and complete failure in their duty of care to a psychotic suicidal patient under their suppiosd care they do not give a jot about anyone’s wellbeing and are only interested in the avoidance of doing anything at all and will be held responsible at any future inquest

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3. Awful service

   Herrick house in the surface appears well run, however reality is nothing is done for patients once they leave that office.
   Numerous emails and phone calls and still nothing is done, my son is in a situation where he could easily fall into being yet another mental health soul who has been failed by the system He is 3 months on still waiting for a care assessment which I’m told should have been done and a email to be answered to gateway to homechoice on his mental health

   • EPUT Patient Experience Team (Director of Patient Experience) replied on 6 June 25

     Dear Ms Marriage
     Thank you for taking the time to give your feedback on EPUT services. I am very sorry to hear that your son has not had a good experience with our services.

     Please be kind enough to contact our Patient Advice and Liaison Team (PALS) by email [email protected] or alternatively on telephone number 0800 085 7935 if you would like us to look into this matter for you and your son. Thank you again for providing this valuable feedback. I will share this with the team.

4. Reasonable but only because I have patience

   Saw my psychiatrist, Dr Singh. She was very nice, caring, empathetic and compassionate. I cant fault her at all and I am happy to stay under her.
   However, today my new care-co was due out to see me today at 12 pm. I waited, and waited and waited. She was a no show! When I called the office I was told she is on a “shut down day” today. Apparently doing on-line training etc. I felt so let down and now have lost any trust in my new care co!

   • EPUT Patient Experience Team (Director of Patient Experience) replied on 2 May 25

     Dear Reviewer, Thank you for taking the time to provide your feedback. I am sorry you felt let down and have lost trust in your new care coordinator. If you would like us to look into this matter for you. Please contact our Patient Advise & Liaison Service (PALS) by emailing them directly at [email protected] or by Telephone on 0800 0857935. Thank you. The Patient Experience Team

5. not quite adequate

   I was involved with Herrick house in 2021. I was uninformed of a visit by my care-co, ******* ***** whilst on the Linden centre, they failed to keep me calm whilst I was manic and told me I had to wait 7 hours on their premises for a covid test when I actually needed an ambulance to hospital.

   Furthermore, ******* sent me to Coverdale, a supported housing which has since been shut down for inadequacy.

   • EPUT Patient Experience Team (Director of Patient Experience) replied on 20 December 24

     Dear Reviewer
     Thank you for taking the time to give your feedback on Essex Partnership University NHS Foundation Trust services. I am sorry for the upset these matters may have caused you. I will share your feedback with the relevant team.
     Thank you.
     The Patient Experience Team

6. Disgusting

   As a mental health service user for around two decades, I’ve experienced a fair amount of bad practice, but nothing surpasses my most recent experience with Herrick House.

   This isn’t a comprehensive account, but is nevertheless close to an essay. For those who would prefer not to spend the next ten minutes reading, the condensed version is essentially that I, my support worker, and my only remaining relative (in this country), were left highly distressed and traumatised by staff from Herrick House. This company is not fit for purpose.

   Late last year I was in crisis. Both my overall living situation, and my interactions with Herrick House, are extremely complicated, which are too difficult for me to summarise. In any case, the result was that I was in hospital visiting an ailing relative, and two employees (social workers? Care workers?) were called to the hospital, with mere minutes prior warning.

   I barely knew what was happening before two employees verbally strongarmed me into a side room with the ward sister, ‘advised’ me to sit in the corner with the three of them facing me on the other side of the table. Thereafter, they proceeded to talk down to me as if I were a child, gaslight me, ignore my every concern and problem, and finally issue threats. They even stooped ad hominems. I had done nothing to warrant such treatment—I was not a danger to anyone else (or myself), but I was handled as such.

   I was incredibly frightened, and completely thrown. On account of my various neurodivergent conditions and brain damage I am unable to communicate properly at the best of times (this complaint has taken me over an hour to formulate); during times of heightened anxiety, I am unable to even process what’s happening, far less react accordingly to it. These defecits were weaponised against me, in order to intimidate me into compliance.

   My support worker attempted to speak with them, and faced the same treatment, which left her in tears. The HH employees outright blamed me, then issued further threats. They refused to listen to my ailing relative (my only permanent support structure), thus further adding to her already distressed state. All three of us have been left traumatised from this experience.

   I then heard nothing from Herrick House until very recently, which is par the course for their interactions with me. It took a previous episode of crisis for them to get in contact with me last time—it seems unless you’re thought to be in grave danger, they don’t lift a finger to help, and even then the help is minimal at best.

   These people are bullies who’ve failed upwards. Incompetent, totally lacking in undertstanding of neurodivergence, mental health, and brain damage, and without a shred of compassion or sympathy.

   How is this company allowed to continue getting away with what might very well amount to malpractice? Peruse any reviews and it’s evident they’ve got form for such despicable behaviour.

   Sincerely,
   Thoroughly unsatisfied service user.

   • EPUT Patient Experience Team (Director of Patient Experience) replied on 5 April 24

     Dear Reviewer
     Thank you for your feedback. I appreciate you taking time to write this review of our service. Please accept my sincere apologies for the distress and upset this matter has caused yourself and your relative. I am sorry your experience has been negative of our service. I would like to support you to get a resolution. As your feedback was processed anonymously, I do not have access to your contact details. I would encourage you to contact our PALS (Patient Advice and Liaison Service) by email [email protected] or by telephone 0800 085 7935 and we will try to resolve your issue within 24 hours. If we can’t do so or if you are not satisfied with the response, we will arrange for it to be investigated.

     • You can also email a complaint to [email protected] or telephone the Complaints Department on 01268 407817 between 09.00 and 17.00 Monday to Friday (excluding Bank Holidays).
     Thank you for bringing this to our attention.

7. Shocking treatment

   Terrible treatment, was left to get very unwell, lack of communication, one member of staff used to shout at me and verbally abuse me shocking

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8. Utterly neglectful.

   Refusal to discharge me despite several formal complaints against members of staff, no care over the 2-3 years I have been under them. Its been bad enough that the crisis services had to chase them up several times after my referral to a crisis home treatment team.
   Appalling lack of care, from multiple members of staff, including ableist views and revealing personal information about other patients.

   • EPUT Patient Experience Team (Director of Patient Experience) replied on 23 June 23

     Thank you for taking the time to provide your feedback on the services provided at Herrick House. We are sorry you found our services below the standard of which we would expect. Please accept our apologies for any upset this may have caused you. We are keen to discuss this more with you and identify opportunities for learning. Please contact our Patient Advise & Liaison Service (PALS) by emailing them directly at [email protected] or by Telephone on 0800 0857935 between the hours of 10am to 4pm Monday to Friday if you would like to discuss the matter. Thank you.

9. what an appalling and lacklustre non service

   literally make you more unwell to have to chase them begging for help, only to be met with nothingness. making false promises to vulnerable people. dealing with these people literally drives you to self harm. such a harmful, understaffed, under experienced, performative waste of funding. the only beneficiaries are the employers, using our names under the guise or carers. ive never met a bunch who couldnt give less of a f%7K. the complain system aint worth the heart ache either.

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10. Totally failing patients everyday .l

    Totally shocking service
    Duty team never respond and are rude and flippant

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11. Liars

    Full of lies, make promises to provide a service and fail to provide, they tell other services they have set up x, y, z support but they have not. Appently they made a care plan with me but they have not. Not heard from them in over a Yr. When they did phone me it was nor ally for another patient. Been back and forth with MH team since 2002 and still not closer today than I was then. They have actually caused me more MH issue than they have supported. They allways act like innocent party when complaints put in and act like this experience is unheard of and I’m the only person to ever have an issue. Can’t review facilities as all contact been done via phone, not even had one single letter from them even after asking for one to prove arrange appointments or brief summary of what’s been spoken about on phone. I don’t like phone call as no paper trial and they do t like emails because there is a paper trial

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12. Made me more unwell

    Absolutely shocking service provider. Under their care for years and no therapy, years long waiting lists, poor communication, no call backs, complete abandonment during crisis and no support with handover or referral when moving put of area. All managed by people very inadequately trained for the role.

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13. Worst ever care given shut this place down!!@

    Worst experience ever only put me on recovery support course only not to feel welcomed last year November 2021 so i didnt join group duscussion online, havent heard from the team since then they send email to me by mistake regarding some different patient only to be asked to please delete it, to then find I’d been discharged in February only not to be told so they didn’t help regrading my mental health whatsoever totally useless like to see them suffer with mental health and have no one care!!!

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14. Incompetent fuck up of society.

    Considering this opened up 2 years ago and the registered manager is using a phone that was linked to a royal mail scam!
    The board of directors are either deceased or retired. Little hope of actual ppl with mental health needs – Stitched up!
    Went for a assessment for my taxi licence asked the Dr where she was in 1984 and she couldn’t even answer! When drs don’t have the capacity concerning.

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15. Outrageous treatment

    Asked in front of student if they can come into my session
    Felt awkward about this but couldn’t say anything
    Letter back saying nothing about me getting a diagnosis and to call 111 if I get into crisis

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