"I will never call the crisis team again"

About: Lord St Resource Centre / Crisis Resolution & Home Treatment Team - St Helens

(as the patient),

About 2 weeks ago, I was feeling very low in mood. I had a visit from my CPN and she said she wanted me to call the crisis team when I needed to. I had earlier expressed that I found it very difficult to pick the phone up and call them, as I have had bad experiences with the crisis team before and this had put me off. On the same evening, I was very distressed. Eventually I called the crisis team, I was very nervous and crying as my thoughts were giving me a lot of distress. The first person I spoke to was understanding and listened to me. She was trying to get me to calm down, so I could talk to her better and so she could understand me more. She did this in a kind and caring way. After a few minutes, I started to calm down and she said she would ring back in an hour. I did get a call back but from somebody different, when I heard this person’s voice my heart sank, as I have had bad experiences with him before. I was again in a distressed way. I was crying, but was able to express how I felt. He was very arrogant hardly spoken and said 3 times "look do you want to call back tomorrow when you have stopped crying“

Why did I call the crisis team? Was it because I was full of the joys of spring and just wanted a natter? Or was it in fact that I was in crisis and needed help? I was in crisis I was so upset they didn’t help, he made me feel worse. I will never call the crisis team again. I feel that they they let me down. The comments I have had have made me feel that they don’t take me seriously and if I really wanted to kill myself I would have by now. But I know it’s not like that. I think this is disgusting.

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Response from

I appreciate your comments as it enables us to develop the service. I am pleased to hear that your first experience on the phone was a positive one and that the practitioner was kind, caring and helped you calm.

We expect all of our staff to be helpful and respectful. I am sorry to hear that the second contact you had was not as positive, the example you have provided falls short of our standards.

In order to learn from this, I would like the opportunity to speak with you to investigate further. My contact details are, Mr Christopher Day on 01744 621688. If you do not feel comfortable doing this, please advise your CPN of your experience and he or she can speak directly to me on your behalf.

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Response from 5 Boroughs Partnership NHS Trust

The Patient Advice and Liaison Service (PALS) provides confidential, advice and support, helping you to sort out any concerns you may have about the care we provide. They

act independently when handling concerns, liaising with staff and managers to negotiate solutions. If necessary, they can also refer you to specific local or national-based support agencies.

You can contact PALS:

Telephone 01925 664450

Write to Dennis Dewar. PALS Co-ordinator. Hollins Park House. Winwick. Warrington. WA2 8WA.

Email dennis.dewar@5bp.nhs.co.uk

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