"Crisis team-lack communication, knowledge and..."

Called Slough Crisis team as last resort for mum who had been suffering for several months from severe paranoia and other issues. They were prompt & carried out an assessment same day & arranged for an assessment to be carried out at their clinic following day. They came to pick her up at 2.30pm (mum was so paranoid everyone including her children wanted to cause harm and recording her every move so didn't want us to be involved in her care although also felt she didn't need care and we were trying to get rid of her).

We were told by nurse who came to collect her that it would take 1 hr & they'd give her a lift home after.

From that moment on we had no calls or information & mum did not return home. We called after 2.5hrs after she had left to see where she was, were told to leave name and number and someone would call us back. 8pm still no call so we called crisis again to be told the team working with mum will call us either that evening or in the morning. When pressed that we were worried &she had not even taken house keys when she left they finally told us mum would not be coming home but no more can be told right now. Following day, no phone call so we called again and were finally told that mum had not given consent to share info that is why we were not told anything day before.

2 weeks on after Mum has left we have had no communication from crisis team to update us on mum's health and process they are using to detain her.

We've made numerous times and majority of call handlers seem untrained to speak with people/families affected by mental health needs.

Essentially they took mum away after we called for help & have ignored us. We understand mum is suffering from paranoia but the least the team can do is give updates on how she is overall without delving into her care plan etc. It can't be legal to take someone away & not inform family members!

We've had to deal with Reading& Slough team & nearly each time either myself or brother have called crisis team since they've taken mum we are told someone will call us back-up but no-one

I have had asked 4 times for their complaints process only.to be told on 1 occassion the manager will call me back -but no call back. Another occassion the handler clearly stated she does not know the complaints procedure but will find out and call me back-no call back!

Finally speaking to another staff we were told 1 reason they have not informed us about mum is that there are safeguarding issues raised- when asked for the safeguarding procedure I was 1st told she can not give.that info when pressed I was told to go away and Google it. When I highlighted the lack of communication we've experienced including currently no info given on safeguarding procedure I was simply told to raise it in a complaint &info on how to compain will be posted to me.

It's truly shocking the lack of communication and empathy staff working in Slough & Reading crisis team have shown. It has caused great distress and added worry!