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"Mental Health Care"

About: City and Hackney mental health services / 24hr Crisis Line Homerton University Hospital / Accident and emergency Neighbourhoods / Hackney Downs

(as a service user),

I had attended my local A&E due to not feeling safe. This was after a previous attendance and advice given on what I should do if things weren't better.

When I did see a team member from the mental health team it was of no use at all. Throughout the conversation it was more about how great they are. I was told I open up a lot more to them than another staff member (not true). I was told we have a good connection and they really understand me/get me. 

Religion/Spirituality was brought with regards to death and the right time to go. When it's the person time they go to a better place. They then told me they will stop the bible bashing. 

I attended due to not feeling safe and actively feeling suicidal. Yet there was no conversation about this at all. I was asked if I would let them be maternal and get me physically checked out. That we can do that and then discuss anything else. 

I believe from when I arrived that the decision had already been made with regards to an admission. Before I left I was asked, what is it you aren't telling me?. I was told by the staff member, there aren't any beds and I wouldn't admit you anyway. Please tell me why I would then open up after this and then be told that there are a lot of unwell people on the ward.

I was finally asked if I will be safe getting home. I was very clear to express that I don't have a choice. I have had enough of the trusts crisis services and the constant inability for a number of staff to take my needs seriously and make it about themselves. They also seem to know everything about you and your feelings. This last encounter I was told many times what I was feeling and why. That I am resilient and strong. In all honesty they are just repeating my needs being dismissed. I will not beg to be taken seriously or to be heard. It took a lot for me to actually ask for what I needed and it wasn't easy. I won't repeat that mistake. 
I really do hope that sooner rather than later someone seriously listens to how people are being treated when in a crisis. And actually do something about it. I've raised things time and time again with no change. 
I feel sorry for anyone who may present with similar needs to my own or have been judged the way I have. Because we have no chance of being given what we need.
I find is disgusting and sadly believe it will get worse. 
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Responses

Response from David Tanner, Operational Lead, Homerton Psychological Medicine, East London Foundation Trust 5 months ago
David Tanner
Operational Lead, Homerton Psychological Medicine,
East London Foundation Trust
Submitted on 10/11/2023 at 16:57
Published on Care Opinion on 11/11/2023 at 15:18


Thank you for your feedback and taking the time to tell us how you felt during your recent contact with Homerton Psychological Medicine (HPM).

Themes that I can see involve the staff member’s professional tone and communication style, not feeling listened to, and that the decision not to admit you had already been made from the start.

We agree that issues such as spirituality should not be raised by staff members, and that the maternal tone could be received negatively. We do assure you that a wide source of information is considered when making decisions around admission, and that our staff are making appropriate decisions in this area given the constraints we are now working in. How this is communicated is important however, and it seems there is learning to be had here.

I will forward your feedback to the team, and discuss during our team meeting for our learning.

It sounds like you may not have got the support needed this time. We would like to make sure you are getting the right care in a crisis, so please call 0800 073 0006 for advice if you find yourself in a crisis in future.

Thank you again for taking the time to feedback.

Homerton Psychological Medicine

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