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Nobody ever answers the phone

Posted By Let down again

"Nobody ever answers the phone"

About: Adult Mental Health Crisis Services / Crisis Team County South

(as a service user),

Feel let down yet again. Phoned Nottingham county crisis team nobody answered. Phoned the city line who passed my details and was told that someone would call me back in 2 minutes. 45 minutes later still nothing. Feeling so bad that no one ever answers. Not the first time 

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Responses

Response from Michael Taylor, Service Manager, Adult Mental Health County, Nottinghamshire Healthcare NHS Foundation Trust nearly 2 years ago
Michael Taylor
Service Manager, Adult Mental Health County,
Nottinghamshire Healthcare NHS Foundation Trust

Submitted on 28/06/2023 at 09:41
Published on Care Opinion at 09:41

Dear Let down again

I'm really sorry you're experiencing difficulty getting through to our service, we are working hard to resolve issues with our telephony system. If you can send me your name and address to michael.taylor2@nottshc.nhs.uk I will ask a member of the team to call you.

Thank you for raising this issue, I appreciate the feedback and your frustration.

Michael Taylor

Service Manager

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Response from Amy Palmer, Involvement, Experience and Volunteering Lead, Nottinghamshire Healthcare NHS Foundation Trust about a year and a half ago
We are preparing to make a change
Amy Palmer
Involvement, Experience and Volunteering Lead,
Nottinghamshire Healthcare NHS Foundation Trust

My role is to encourage and help staff to capture, respond and act upon feedback, to work together with patients and carers to improve services and to raise awareness of volunteering and its benefits within the trust.

Submitted on 25/10/2023 at 11:12
Published on Care Opinion at 11:32

picture of Amy Palmer

Hi Let down again,

I am responding again to your story to let you know that we are working to set up a new Clinical Access Line which will in future take all 111 Mental Health Crisis Calls. As part of this work we are really keen to hear directly from people who have used the Crisis phone line about their experiences, both positive and negative and what changes they feel we could make to the service to improve this experience moving forwards.

If this is something you would be interested in being involved with you can find more information here: Involvement Partner Opportunities – Notts Healthcare Involvement, Experience and Volunteering (nottshc.nhs.uk) or you can e-mail Involve@nottshc.nhs.uk to find out more.

Thank you again for taking the time to share your experience with us, by doing so you allow us to try and make changes that will hopefully result in an improved service for all.

Best wishes,

Amy.

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