"Mainly focused on distraction"

I use the out-of-hours service a lot when I am in crisis as part of my care plan. The duty-workers are mostly excellent, one exceptional. The Out-of-Hours service has kept me alive on several occasions. However, sometimes the advice received is not helpful. When you are confronted with suicidal thoughts or after you have self-harmed you do not want to be told to watch TV or go to bed. Sometimes the calls are rushed. I understand the pressures on the NHS services but to wait several hours for a call to only get a 2 minute reply is not good enough. I think the service would be better if they explored more about how people are feeling instead of mainly focusing on distraction. Distraction serves a purpose but when I ring I need to talk about my thoughts to help me order them. The staff member who always takes the time to explore what is happening and how I feel is exceptional.