The Focus Group - Hull

Karl T.

Received first call at 12:08. They did not have a clue, stating I wanted a telephone call with a male when I explicitly expressed no telephone call AT ALL but was not bothered male or female. Then blamed someone else. It might have been but the first statement should not to blame someone else surely certainly not to the patient. Next call 1pm, same person, makes two statements that conflict and when called out on it they hang up. Well done! After repeatedly trying to get back in touch I eventually get through and ask for a manager. 13:21 no caller ID, pleasant but had no idea and would have to ask someone else to call me back. 14:26 no caller ID, I explained about the second call and been hung up on. Not interested, I had to ask again as I could not believe she was not interested. I am sure I only got lip service on that one. By the time this particular senior well trained professional had finished with me I was looking for the crisis team telephone number to call because I felt that bad. I had to hang up as she was making me feel worse. So in conclusion 2 1/2 hours of life lost plus the cooling down and gathering my thoughts, feeling sick and been sent to the edge. This was just for an appointment. I cannot imagine what damage they could do if I was to have the appointment.
Just a thought if you are thinking of using their services. If it was a restaurant with this rating, would you eat there?

Response to response below.

You state “we’re sorry you feel you’re had a negative experience” like it is subjective or an opinion. Your team made me ill and now you choose to follow it up in this manner. I read in a focus review response “a Director is always happy to discuss complaints, comments, concerns or complaints either in person or over the phone”. You also claim “We are unable to discuss specifics” so why respond publicly when your Director is so happy to discuss this?

“We are unable to discuss specifics”. The specifics are noted above yet the real specifics you have neglected to respond to and glossed over.

If you have a “anti-harassment polices in place” why is the patient the only person you believe is subjected to when it was your staff that forgot that policy in the first place and did and said what she did? Why are your staff not subjected to the same policy? They create an issue then they hang up yet you claim I did the harassing.

Why can I be considered to harass someone when I have caught them doing and saying what they did?

“We support them to do so”. So you encourage your staff to talk and do what they did, then back track then hang up is what I am hearing here.

It was your supposedly highly qualified and trained staff that did and said what she did too. That is two staff so there is a theme developing here in my opinion. Staff that made me need to consider calling the crisis team. Are they not subject to the same zero tolerance as the NHS or does this only count when you state it for the patient? Double standards here without a doubt

This response typifies the level of service you can expect, in my opinion. Set the time bomb and then pass it off to someone else. The trained member of staff did it hat and now you are doing it again here. Saying what you are then say you can ring 999. Well thank you for taking ownership….NOT.

I look forward to one of directors calls as they in words “always happy to discuss complaints….”

Please think very carefully before considering their service.

Sophie L.

So my phone broke and wasn't able to get intouch.. contacted this morning to have the 3rd degree about missed appointments... and this is the reason I didn't wanna call back!!

Also anyone feel like they're going round in circles and just rating your self on a scale of 0 to 10 every week so councillors know how depressed you are and to see if you need to be in maranda house or not?

Jordan H.

Great service. Very friendly and helpful.
If you are looking for tailored, person centred support with mental health needs. Focus is the number one place in Yorkshire.

Chloe M.

Jenna, I had for my counselling was amazing. She was so supportive and listened to me. I never felt silly explaining the small things that was bothering me, I was always able to openly discuss things and felt safe doing so.
Answering the phone to someone to talk has always been really hard for me but I felt comfortable with Jenna and I’m so glad I did answer the phone for my first session.

I still need more help which is in the process, but I’ve had counselling previously once or twice before and I’ve got to say Focus has been the best and I would only ever go back there and to the same counsellor.
Even the receptionists are so lovely and helpful when you call. Would highly recommend them. Thank you so much

Soph D.

I absolutely adore the women that I have my counselling with, she's an absolute angel.
Unfortunately I have had two runs in with this company over the same issue.
I have auditory processing disorder - which means I struggle with things most people find easy. This includes basic English, listening to two sounds at once and understanding basic directions ect.
I haven't been with these for long, always came to every appointment and was always super early as I needed to plan my direction I go as I struggle finding places. First day I spoke about myself and mention I have APD but didn't really go into detail. After the first few weeks I arrive at Focus Concelling and find a note tapped to the door saying it has moved for the day and go to too a different address. I find situations like that extremely stressful as there is absolutely no chance of ever finding somewhere else without a week's planning (I tried ringing the office but no one answered but I guess they weren't at the office) my mother left a voicemail to say I wouldn't be attending and explained my issue and they rang me back the following week so I explained AGAIN over the phone which they seemed extremely sorry about and said if anything changes they will notify me as soon as possible so I can plan my route. The women I see also seemed extremely sorry and promised me the same thing.
I arrive at the office and low and behold there's a note tapped to the wall telling to go to a different address.. no text message or phone call before had to explain just a note on the wall.
I find this absolutely mind blowing how they cannot take inconsideration of the people they see and the issues we have.
I'm actually heart broken because I see this place as somewhere to go for help, not to give me more stess and anxiety.

Hannah M. B.

I have been attending Focus Counselling for the past 6-7 weeks! I have always had a great experience with this service and would recommend it to anyone that needs a little helping hand with stress and anxiety management and techniques. The admin staff have been nothing but polite and caring and the counselling service has been great! They've really helped me!

BV

After the initial appointment went well I was unwell and missed my second appointment. I called to rearrange it and was given a new telephone appointment time. No one called me for this appointment and no contact to tell me why. Now nearly 3 weeks later I've still had no contact from focus counselling regarding why or for another appointment.

Jeannette M.

Just finished my sessions. My therapist was brilliant. Listened. Talked things through with me. Never judged me. Got me this far with my bereavment. And other stuff. I need more help. I want her to be the one to help further. So im gonna go back to lets talk and go back with focus. I would recommend them