"Outpatient Mental Health Care"

About: Claire House / Ashton & Golborne CMHT (Adults)

(as the patient),

I hit crisis point one evening and waited it out until 9am to ring my co-ordinator. He was away and his voicemail asked me to ring another number and ask for the duty mental health person. I rang this number (which turned out to be main reception) and asked for the duty mental health person. I was put through to a lady who explained she was the wrong person and would put me through to the crisis team. The crisis team answered immediately and told me it was the wrong crisis team so would I take down another number. At this point I had a phone in one hand and tablets in another so I wasn't taking down a number I was taking the tablets.

Very very luckily at that exact moment my phone rang with someone to re-arrange and appointment for me and went to get me help.

I was a lucky one but any other caller may not have been so lucky.

I hope to be able to address what mistake/s were made and make sure no-one else is affected the same.

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Response from Katherine Earlam, PALS Officer, 5 Boroughs Partnership NHS Trust

I am sorry to hear that you were disappointed in the response to your call. I suspect that your first call was made just before the answer phone message at Clare House was switched off at 09.00hrs and that your second call to Hollins Park switchboard occurred just after 09.00hrs which may have resulted in your call being misdirected to the Warrington Crisis Team. Thank you for bringing this problem to our attention. I am sure that we can put a system in place that reduces the chance of this happening again. If you would like the opportunity to discuss this in more detail you can contact me via the number below.

Cheryl Forrest, Matron Adult Services, Wigan. 01942 264622

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