"Crisis Resolution Team in St Helens"

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

(as the patient),

I recently had to be referred into the Crisis Team in St Helens when my mental health took a dive. The day I was referred one staff member came out to see me on the evening. They were here for about 10 minutes (max), asked me how I felt (even though I was clearly upset and distressed) then changed the subject. I certainly don't feel that they knew how to handle the situation.

After 10 minutes, they left me (still in floods of tears).

Unhappy with the visit I then rang the team for further support whilst feeling extremely vulnerable and low. I got the same staff member on the phone. I explained I couldn't sleep, was feeling low and wanted to harm myself. I couldn't settle down and was pacing around the house.

I was told to "listen to Radio 4, as that would bore me to sleep"... I ended the conversation there.

My mum, also unsatisfied with the visit and call then rang and spoke to the same person. They informed her that on their call-out I did not seem "in the mood" for talking about how I felt. I don't know what gave them that impression, because I never said that and I was open about how I was feeling.

I'm (once again) extremely disappointed with the "care" I received by this service. The crisis team never fail to surprise me.

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Response from 5 Borooughs Partnership NHS Foundation Trust

Thankyou for your posting on the website. I am very sorry to hear that your experience of services provided by the Crisis Resoultion Home Treatment Team was poor and I feel this is especially dissapointing as you where left feeling upset and that the team did not know how to handle your situation. I can only apologise for this.

From your response I feel there are a number of issues which include the time the team spent with you which was insufficient, the level of customer care you received which was below the standards we would expect from our staff, and the level of advice and support you where offered again was below the standards expected of our staff.

These issues I take very seriously and I am very commited to learn from these experiences, so that we can improve services. As the new Business Manager for St Helens I would be happy if you would contact me to discuss your issues further, so that I can then work with the CRHT to address this issues and take steps to improve our service userand carer experience.

I look forward to speaking with you

Julie Clarke, Business Manager St Helens

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