"Lacking compassion"

I'm writing a story about Leeds Mental Wellbeing Service, which for me has been totally useless.

I self-referred to them, asking for help, gave them all the evidence (I have a letter from a specialist stating that I suffer from severe anxiety and depression). I waited 2 weeks. I got a call in the end from someone who told me that they called me to arrange a telephonic appointment in which I'm gonna be asked questions and they decide if I deserve help or not (that after I provided all evidence from a specialist). Told me that it may take several weeks until I will be called since they are really busy.

I got very nervous and I asked WHY they can't give me that appointment date now, since I already waited for a long time and... since we are here. They just said it's the procedure. I said that this is useless. They then closed the call because I was "rude" - without setting any appointment. Next day a manager called me. Asked me NOT to raise my voice on the phone or I won't get any help. In the end, after I was more and more nervous, they again told me that they refuse to help me because I raised my voice.

Now THE QUESTION - why do they hire people on Mental Wellbeing who don't know how to handle people with mental health problems? WHY are people working in that service if they have no idea what they are doing and only repeat like a robot—don't raise your voice?

Next day I wrote an email and I apologised to them all. I then got a call from someone else - they called me and asked me to sign a document stating that if I go there, I will behave myself. In the end, they were content with me just swearing to God and my child on the phone that I will. They treat people with mental health problems when they raise their voice like criminals.

An appointment was set for 2 weeks later. Couple days before my appointment, I got a message telling me that it was cancelled because the staff member who called is sick. Wow. Like they were the only one there. Several days, no contact from them. After I wrote them an email, again pleaded for help, I got another call back. he staff member was no longer sick, but forgot to contact me about my cancelled appointment.

I explained that my situation became much worse, my daughter was diagnosed with cancer, and I was on the brink of collapse. I cried on the phone... well, I cry every day but I try to hide this from people and my family. I was offered another appointment (again, despite all evidence, to simply decide if I deserve their help), two weeks later.

One day before that appointment, I was informed that my daughter needed urgent surgery before starting chemotherapy. The surgery was set the same day as my appointment. I was very, very distressed, I forgot about everything in the world, I cried, I despaired.

Next day, I was prepared to go to hospital with my daughter... when they called me. I totally forgot about that, first time I even didn't know who it was. I explained the whole situation, that I only had 15 minutes to talk before going to the hospital. They started a tirade (I was in a hurry) explaining to me that this session must take 45 minutes, or it would be cancelled. Totally immune to what I said, totally lacking compassion, not even offering a new appointment. I swear it felt like they were happy that I couldn't take the appointment, and that they got rid of me.

I yelled in desperation from the lack of understanding and was told that they will terminate my help, and I'm discharged. I didn't know what to believe until I went to my GP and I told the story. I was told frankly and plain—they have too many patients and seem to find and exploit any excuse to close the call.

But is it fair? I hope someone competent will read this bad experience and change something.