"My brother-in-law's treatment"

My family member received poor care from the community mental health team at the Northwest Centre Kilmarnock. We as a family were not listened to, which unfortunately ended in our loved one being admitted to Woodland View under the mental health act.

For 2 weeks before my brother-in-law's admission, my mother-in-law makes several unscheduled calls to the CPN's regarding his deterioration. Assurances are given that a CPN would return the call, but these never materialise. At the end of her tether, she then attends the centre to speak to a Nurse in person, to which she is told that no one can speak to her at present. It isn't until she states that she isn't leaving when a nurse finally comes out of the office to speak to her. His CPN makes a brief call the following day, then visits 2 days later. A follow up visit is arranged for 5 days following this.

In between this time his condition deteriorates. The CPN team are phoned and my mother-in-law is abruptly told to wait on the scheduled appointment with the named CPN. As a healthcare professional, I am shocked at this mismanagement and email his consultant directly. The following day the named CPN calls my mother-in-law, berating her. As you can imagine, this made my mother-in-law panic (already distressed at her son becoming seriously unwell).

The following day, I try to make contact with the team lead. I leave my name and pager number with their secretary (as I'm at work and phone on silent). No contact was made until the following day when I left my mobile. I was told that I wouldn't be contacted via my page, as this was inappropriate.

I explain our upset about the poor level of care and the horrible manner in which the CPN spoke to my mother-in-law. The team lead was very dismissive and essentially blamed my mother-in-law for not asking for the duty CPN at the time of her calls. I explain that she was waiting for a call back on several occasions but no-one returned her calls.

Following my email to the Consultant, the Crisis team thankfully take over his care. But unfortunately it was too late, and he required admission due to his severely deteriorating condition. The inaction from his parent team resulted in a 4-month admission to woodland View.

I put a formal complaint into Ayrshire & Arran in Jan, and was told around 3 weeks later that it would be under investigation. Since then, I would receive email updates to apologise about the delay, with updates every 20 days. I emailed 2 weeks ago to check the progress, with no response.

Prior to discharge, my brother-in-law was asked if he would mind having his original CPN on discharge. He felt he had to accept them as his CPN, otherwise his discharge would be delayed, so reluctantly accepted.

Shortly after discharge, my brother-in-law was phoned by his CPN asking if he was ok with them being his CPN, to which he declined. He was also told that his appointments would no longer be at home, but at the centre. At this point we have had no acknowledgement/resolution/apology from the complaint involving poor care/unacceptable behaviour.

I am very disappointed in the failings of the CPN team, poor complaints management by the team lead, and no resolution within 6 months, hence why I have taken to writing this on care opinion. The whole episode has caused extreme distress to our family. I am mortified and disgusted at the poor care and treatment of my family.