"I didn't know all my details so didn't get support"

About: Leeds and York Partnership NHS Foundation Trust / Crisis resolution

(as the patient),

After spending the longest scariest night of my life alone shaking and vomiting in the grip of extreme anxiety not to mention depression - had already got no call back from the 111 number as promised earlier.

After 8 hours of torment and morning finally arrives I contacted aire court where the person who answered my call demanded to know all my details including my worker. As I don t have one I m not worthy of support without a referral from my gp- even though I m known to aire court cmht and they hold all my records and know my history of severe depression with suicide attempts. After being told quite rudely to get referred again I tried crisis team as suggested.

Initial call handler was sensitive and said someone would call me back quite soon. I was doubtful and by now very angry and upset. Someone else then called me a further 2 and half hours later. Their manner was abrupt. They asked me to repeat answers to the same questions and didn't seem to want to listen to the answers. I thought these actions by the service were unsafe and the people I spoke to showed no compassion.

Eventually gave up on the whole thing and managed to get an appointment with my gp. At least she is not rude and uncaring and actually takes time to listen and think about what she is saying. I ll stick to the medication provided by gp to sleep tonight and if need to talk I know where the samaritans are -they answer the phone and try to help.. Can only hope you or someone you love is desperate one day and gets cut off.

Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Clare Blackburn, PALS, Complaints & Claims Manager, Leeds and York NHS Partnership NHS Foundation Trust

Dear number 8

Thank you for taking the time to post your concerns on Patient Opinion. We are sorry to hear that you feel your experience was unhelpful in particular, in a time of crisis for you. Nevertheless, we are grateful for you bringing it to our attention.

I have forwarded your concerns onto our Locality and Clinical Operations Managers who will be able to provide you with a response to the concerns you have raised.

In the meantime, if you would like to discuss your concerns further then please do so via our PALS service who can be contacted on 0800 0525790 or e-mail pals.lypft@nhs.net

Clare Blackburn

PALS & Complaints Manager

  • {{helpful}} of {{total()}} people think this response is helpful

Response from Leeds and York NHS Partnership NHS Foundation Trust

Dear number8

I was very disappointed to hear about your experience of our single point of access and crisis services, which on this occasion you found unsupportive.

This is certainly not the experience we want people to have when they contact our services and I am very sorry you were left feeling unsupported.

I would like to thank you for taking the time to share your story on Patient Opinion. I will make sure your comments are seen by the team.

As a team we are constantly trying to improve and develop our service especially in regards to how we support people over the telephone. I am saddened to hear on this occasion we did not get it right and I would like to further explore this with you so I can better understand what happened and hopefully stop anyone else having this experience. If you do feel able to do this then please contact me on 0113 3056683 or the PALs service.

PALS can be contacted on on 0800 0525790 or e-mail pals.lypft@nhs.net

Kind Regards

Jeanette Lawson

Clinical Operations Manager

Leeds Single Point of Access

Crisis Assessment & Section136 Service.