"Extremely poor experience"

I was asked to refer myself to this service by my midwife due to family issues and struggling in the initial postpartum period.

I had a phone call assessment at 4 weeks postpartum. In advance of this I had completed a questionnaire for depression and one for anxiety. During the call I was advised that according to my answers I was scoring low for both.

I explained the reasons for being asked to refer myself by the midwife and that I expected the questionnaires to come back with that, as the help I needed was for a very specific family situation and was more for CBT and coping mechanisms around that. The family situation is something I have accessed counselling for in the past and has had a big impact on my life, something I explained on the phone.

I was then advised that due to the questionnaire scores indicating I didn’t currently have anxiety or depression, the service wouldn’t be able to support me. The person did offer to listen to what had happened on this phone call, but that would be it.

I found this extremely upsetting and frustrating, something that I expressed on the call. We are asked to reach out to services like this when support is needed, only to be met with no help.

I then received a follow up text message, with a link to a paid for counselling service.

I feel the service would benefit from a more human approach, where the staff can make an informed decision on a patient rather than a computer effectively making the decision on whether someone needs help or not.

I have accessed this service in the past and had a disappointing experience then too. Then it was established I did need support, but that never materialised. I was really hoping for a different experience of the service this time.

Overall extremely disappointing and I’m not at all surprised at why people have no faith in the NHS mental health support.