"Appalling"

Hello

Thank you for taking the time to post the feedback regarding your experience. I have shared your concerns with my colleague Judith Barnes, Clinical Operations Manager who has provided me with the below response:

My name is Judith Barnes and I am a Clinical Operations Manager for the Crisis Team which is now called Crisis Resolution and Intensive Support Service. I also have responsibility for the clinical element of our single point of access (SPA), which based on your comment is the service you were talking to.

I would like to take this opportunity to express my sincere apologies that your experience of talking to a clinician left you feeling so distressed, unsupported and not worthy of help. Any interaction with a clinician that leaves a service user feeling how you describe falls well below the standard of care and compassion I would expect and is not acceptable. It is also unfortunate that you had to wait 2 hours for a return call, this is not ideal but due to the demand on the single point of access is not unusual.

I would really like the opportunity to look into your experience in more detail and respond to your concerns in a more comprehensive way. Learning from peoples experiences is in invaluable to ensure that others do not experience the same. If you feel comfortable in doing so I would like to meet with you to discuss your concerns in greater detail, our PALS team will be able to facilitate this meeting, please contact them on 0800 052 5790.

Linda Rose, Head of Nursing