Enter and View: The Goodall Centre
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Healthwatch County Durham undertook an enter and view visit to the Goodall Centre on 28 January 2025, following largely negative feedback they had received about Community Mental Health Services. They spoke to 30 people.
The service users Healthwatch spoke to generally were complimentary and thought that the staff were friendly. However, even some of these people said they felt like they were spoken to by staff answering queries at reception ‘as if they were putting them out”.
Users were happy that the service has access and uses their medical MH history and thankful that user’s privacy is maintained. Nearly all users mentioned a problem with reception not being managed.
Only half of the users thought they had or had sight of a care plan. Suggestion that they should be less ‘wordy’ and ‘clearer’.
The Goodall Centre seems to do well in signposting to other support services other than a couple of users being refused an advocate, when requested. More than half of users told us they didn’t know how to complain and a couple who had complained said, it had not resulted in anything worthwhile.
Some users said they would not complain about fear of ‘comeback’ and one suggested things had changed since a complaint had been lodged. More than half of the users said they got what they expected but 4 users said they got no care and two raised issues about where they accessed care, as a major problem.
Both staff and users raised that the building and site is not fit for purpose highlighting issues with parking, rooms, furniture, privacy and signage.