"CPN nurses should be there to help patients"

We had written an email to a family members doctor with concerns for their wellbeing. CPN nurses play a big part in mental health as they are there to help patients.... or so we thought. My family member hasnt had a visit in well over a year and whenever we phone them they are never there and they’ll call back..... it rarely happens. 

The email sent to the doctor stated that the CPN service is failing our family member badly. This was passed on the them and we received a phonecall from the ‘acting’ team leader. When the call was answered we heard them saying ‘ this is the person who made the complaint’ Not very professional is it? This staff member didnt know we heard as they were clearly speaking to someone in the office. Going back to the phonecall.... said it was a courtesy call and that nothing could be discussed..... any questions that were asked were met with the same response. We are aware of patient confidentiality but our questions werent ‘patient’ related. They were general questions but every time the reply was ‘ I cant discuss it with you. What was the point of phoning if nothing can be discussed.