"Aggressive poor response from some in Crisis Team..."

About: West Park Hospital

Had the misfortune to be ill, desperate and in crisis and use West Park telephone crisis line. Spoken to in the most unpleasant and aggressive way in my life. Felt totally ill after being spoken to in totally unacceptable way. Came off the phone totally devastated and worse than before I rang. Now fear having a breakdown and having to deal with West Park Crisis Phone Line again or worse having to go into a hospital with staff like this. If this is representative of how staff speak to patients something needs to be drastically done immediately to improve standards and staff behaviour. Told only 2 staff on duty to answer phone and deal with walk in patients. Obviously staff are under pressure and vastly understaffed and under resourced, but this is no excuse to speak to vulnerable people badly and appallingly. Would give zero stars if I could but system does not allow this. Fear how the NHS in general is going. Where has the care and compassion gone?

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Response from West Park Hospital

We’re sorry to read that you’re unhappy with one of our services and acknowledge that this must have been a difficult time for you. It is important that when we hear from people who are not happy with the service they receive that we respond to the issues raised. Please be assured the Trust is committed to providing quality services and any issues raised are taken seriously and addressed wherever possible. It wouldn’t be appropriate for us to comment here on the personal details of an individual’s care so we would like the opportunity to assist with your concerns which can be done through our patient advice and liaison service (PALS) on freephone 0800 052 0219 or email tewv.pals@nhs.net where staff will be able to provide advice and support.

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