"Single Point of Access and crisis team"

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

(as the patient),

Phoned up early this morning and the woman said someone will phone me back in a hour, no one phoned me back, so about an hour an half later I phoned them, she said that they all in a meeting and that someone will phone me back in 10 minutes after they have read my notes.

Someone phoned me back and I told her that the voices and depression is getting worst, the person was not helpful, I asked her if they could talk to my doctor they said no, I asked if they could referee me back to Aire Court and she said no, she told me to go back to the doctors, but the doctors do not listen to me.

When the crisis team phoned me a few months ago the was going to refer me back to Aire court so why can not the crisis team referee me back to Aire Court now?

The crisis team said the will only get involved if the doctors ask them to but when my doctors have phoned the crisis team in the past the crisis team will not come out. The crisis team said this morning that I'm not a patient of the crisis team.

I have depression, borderline personality disorder and I might have autism.

I feel like no one is listening or willing to help me.

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Response from Clare Wyke, PALS and Patient Experience Manager, EMBED Health Consortium

Dear Nobodyishelping,

I am sorry to hear about the difficulties you have experienced when trying to get support from the Mental Health Services, and more specifically the Crisis Team at Leeds and York Partnership Foundation Trust. I can only imagine how frustrating it is to feel that no one is listening in your time of need.

I work for one of your local Patient Advice and Liaison Services (PALS) and whilst I can't answer your specific concerns about accessing the Leeds Crisis Service I am keen to ensure that you have sufficient information of alternatives should you need them. If you require urgent support might I suggest the following services:

- Connect supports people in crisis, as well as providing a preventative service, by supporting people before they reach crisis point. The Connect Helpline is 0800 800 1212 and is available daily between 6pm and 11pm.

- Dial House is a place of sanctuary. Visitors can access Dial House when they are in crisis, relax in a homely environment and can also have an hour of one to one support from the team of Crisis Support Workers. You can call them on 0113 260 9328.

- The Samaritans offer telephone support at anytime of the day; 08457 90 90 90

Alternatively, There is also a very useful webset with lots of information about support services in Leeds www.leedsmhdirectory.co.uk that you may find useful.

If you prefer you can contact our Patient Advice and Liaison Service (PALS) next week to discuss your concerns. Our team will be happy to listen and support you when the office re-opens on Monday. You can contact the team in confidence on 0800 0525 270 or by emailing WestYorksPALS@nhs.net The service is open from 8.30am to 4.30pm, Monday to Friday (except Bank Holidays).

I really hope that you are able to get the support you need. I appreciate how difficult it can be to reach out for support whilst suffering with mental health challenges and how important it is for us all as individuals to feel heard.

With best wishes


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Response from Leeds and York NHS Partnership NHS Foundation Trust

Dear nobodyishelping

Thank you for taking the time to share your story on Patient Opinion. We were both very disappointed to hear about your experiences of our single point of access and crisis services, which on this occasion you found unhelpful and supportive. This is certainly not the experience we want people to have when they contact our services and we are both very sorry you were left feeling this way.

Ideally we would like to do more than just acknowledge your frustration and disappointment, but it is difficult for both of us to comment further without more information.

We would like to assure you that we are constantly trying to develop and improve our services. We would like to further explore this with you so that we can better understand what happened and hopefully stop anyone else having this experience.

In relation to your experience with Aire Court, again, we are sorry that the response you received fell short of our expectation of providing a good telephone answering service.

We do need to ask for the callers details in order to ensure we get calls to the right person or direct people to other services and we should do this in a courteous and helpful way.

We are currently reviewing the telephone system at Aire Court and are asking people to provide us with the details of any problems so this can be collated and used to help us improve the service. We will make sure your comments are included in this review and will make sure our Administration Lead is aware of your comments.

If you do feel able to do this then please contact either Jeanette Lawson on 0113 3056683, Sue McCartney 0113 8550600 or our PALS service on 0800 0525790 or e-mail pals.lypft@nhs.net

We note from the original response to your post from PALs that they mentioned some alternative contacts you can access for support and we hope if the experience has left you feeling unable to access support from the crisis team that you do feel able to access support from one of these other services.

Kind Regards

Jeanette Lawson (Clinical Operations Manager Leeds Single Point of Access, Crisis Assessment & Section 136 service)


Sue McCartney (Locality Manager, South South East Locality – Aire Court)