"Access to Recovery Team"

I am receiving support from the Recovery Team. The support I receive includes seeing a regular Psychiatrist every few months, who will monitor my contact to the services, and utilising the duty system by calling them, and speaking on the phone only.

The duty system operates between 1pm and 5pm each week day. I often find it difficult to access this due to working full time, and so will access the City Crisis Team. However, it sometimes feels inappropriate to contact the Crisis team, and I feel I should be using the duty system at the Recovery team. I have often mentioned to the team that I find it difficult to access them, but this continues to be my package of care.

I do access a therapy at the Mandala Centre, where I have weekly group sessions, and once a month an individual session. A few sessions have been missed due to the sickness of the therapist, and also due to the therapist organising sessions for when I am at work - then we have to rearrange it. I am struggling to get the best out of this therapy, and feel I would benefit from seeing someone individually a lot more frequently. However, that is not part of my support package. I do not know what I am learning from the therapy as yet, and struggle to bring things into it.

More recently, I had a call with a duty worker in the Recovery team. I did not get the best out of the call. The worker answered their work mobile whilst on the phone to me. They advised me that they get calls from carers and service users and they need to answer the phone, and implied about how the service user / carer would feel if the call / text was not responded to. This worker seemed rather distracted throughout my call. I asked the worker if they were busy, and whether there is another worker there. The worker stated that they were not busy and that there was another worker with them.

How is it acceptable to have my call and support interrupted with the worker answering another service users call whilst on my call? I can not comprehend how this is acceptable. How are my thoughts and wishes not taken into consideration? Have they also considered the impact something like this may have?

I feel so very angry. I feel I am not getting the support I need.

I have also tried speaking with the Recovery team and crisis team with regards to an issue that has really effected me. However, it seems nobody is understanding what it is or how it's impacting on me. The only person who can see all this is a mental health nurse who used to be my therapist, but who is no longer part of my care. I am so very angry and upset. I feel like I am not being heard, I am not being taken seriously, and that perhaps I am not being believed.

I like to thing I understand that services and resources are stretched, and try my best to accommodate this. However, I am also entitled to good quality support too.

Is it ok for a worker to answer a call, whilst still on a call to a service user? Is this standard practice?