"Unable to access support"

About: Nottinghamshire Healthcare NHS Foundation Trust / Adult Mental Health Crisis Services

(as a service user),

I called the crisis team in distress, to be immediately spoke to by a person with a really poor attitude.

When I said that I don't know what will help me right now (in floods of tears), they asked me why I was ringing the crisis team, and that I needed to find out what helps me, this team is for people that are in crisis, and I don't sound like I'm in crisis. I responded back to this by asking what in their opinion then defines a crisis. They replied that it was someone that would like to end their life and has already attempted to do so. 

I was so shocked at this and began crying more, shouting that I don't want to have to do that to get support, I just want to prevent it. They then told me that they couldn't help me and told me to refer to IAPT. I said I wasn't able to do this as all primary care services have said they can't meet my needs, hence now being under a LMHT, and they then said that this conversation isn't getting us anywhere and put the phone down on me.

I've had some back contact with the crisis team, but I think this has been the worst. To be told when you're distressed that you cannot access support is horrendous. I ended up being worse off after this call and felt unable to protect myself. 

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Responses

Response from Michael Taylor, Service Manager, Adult Mental Health County, Nottinghamshire Healthcare NHS Foundation Trust about a year and a half ago
Michael Taylor
Service Manager, Adult Mental Health County,
Nottinghamshire Healthcare NHS Foundation Trust
Submitted on 12/09/2023 at 17:04
Published on Care Opinion at 17:04


Dear melonqw89

Thank you for taking the time to provide feedback and I’m sorry you have had such a negative experience when calling our Crisis team in times of distress, we strive to support members of our community and provide advice which is beneficial.

If you feel able, could you contact me at Michael.taylor2@nottshc.nhs.uk with the specific team you had this experience with, and I will explore this issue further?

Yours sincerely

Michael Taylor

Service Manager

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