"I think the delay was not necessary"

I called the call centre to find out where my brother had been taken as he had been sectioned.

When I called, they took my brother's name and told me to hold while they contacted his team. I was on hold for 20 minutes! When I got to speak to someone who was actually really nice and sympathetic they told me that looking from his notes he was taken to a hospital that wasn't Springfield and gave me the number and the Dr to call at that hospital.

I think the delay in by the call centre was not necessary, were they not able to do that exact same thing rather than putting me through to another person to then check my brother's notes and then tell me. I've called the call centre a few times and found them at times rude and unhelpful.