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"Poor support from the crisis team"

About: Cumbria, Northumberland, Tyne and Wear NHS Foundation Trust / Crisis resolution

(as a service user),

Between the years 2020 to present, I have experienced some very poor  treatment from the Sunderland IRS/Crisis Team. 

I have had what I found to be judgmental comments from the call handlers, when they have insisted on advising me on my mental health (when it is not their place to say or judge). 

More recently I have had a crisis team clinician dismiss me by saying how I have felt this way before, and their advice to me when making contact was to take medication. In this case, I had made contact due to feeling like I was going to self harm. I have also had a crisis team clinician dismiss my risks and tell me that I have to help myself due to my diagnoses being "chronic" Again, in this case I had made contact due to the risks I was having. 

On both of these occasions, I had made the crisis team clinicians aware that I was following my own care plan created by myself and my care coordinator. On both occasions the crisis team clinicians dismissed me and both failed to do any form of welfare check on me when I abruptly ended the call in tears. 

I have placed a number of complaints into the trust regarding this service , yet in spite of this nothing has changed. I am constantly promised that lessons have been learnt, but they continue to treat me like I shouldn't be using the service with the diagnoses I have. 

I would say that this service is not fit for purpose and something needs to change as an organisation. For example, ensuring that clinicians actually read and follow patients care plans. 

Unfortunately, from my experience, I feel there are still members of staff who work for the IRS/Crisis Team in Sunderland who judge people with personality disorders by dismissing their crises and not taking them seriously. It is not appropriate for a crisis team clincian to tell a patient they cannot be helped in their crisis due to their diagnosis being chronic. 

How many more complaints have to be put in before something changes??

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Responses

Response from Paul Sams, Feedback and Outcomes Lead, Commissioning & Quality Assurance Team, Cumbria, Nirthumberland, Tyne and Wear NHS Foundation Trust 2 months ago
Paul Sams
Feedback and Outcomes Lead, Commissioning & Quality Assurance Team,
Cumbria, Nirthumberland, Tyne and Wear NHS Foundation Trust

I look after all things feedback and outcomes. Working towards everyone knowing they can feedback and explaining what we do with that feedback.

Submitted on 20/06/2022 at 13:03
Published on Care Opinion at 14:38


picture of Paul Sams

Hi, my name is Paul. I'm Feedback and Outcomes Lead for the Trust.

I'm sorry you've had such poor experiences and have needed to complain, but still feel you are not getting the changes you would expect.

I will let the crisis team know about your experience and ask them to offer a response. I'll post that repsonse here as soon as I have it.

Thanks you for taking the time to share your experience with us.

I would add that it might be that you want to complain after you recieve a response and I will happily support you to start that process.

Thanks

Paul

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Response from Paul Sams, Feedback and Outcomes Lead, Commissioning & Quality Assurance Team, Cumbria, Nirthumberland, Tyne and Wear NHS Foundation Trust last month
We are preparing to make a change
Paul Sams
Feedback and Outcomes Lead, Commissioning & Quality Assurance Team,
Cumbria, Nirthumberland, Tyne and Wear NHS Foundation Trust

I look after all things feedback and outcomes. Working towards everyone knowing they can feedback and explaining what we do with that feedback.

Submitted on 08/07/2022 at 09:44
Published on Care Opinion at 12:24


picture of Paul Sams

Hi,

I have spoken to the team through their Clinical Manager, Jon.

Jon said:

'I am sorry to hear about the individual’s experiences and their disappointment following contacts with the service. Without specific details it is difficult to further review and provide any specific actions or potential learning and developments.

In relation to the care plan and the view from the patient this is not being followed I would encourage, via the care coordinator a collaborative review of the care plan including IRS and the Crisis Service so expectations of the plan can be clearly understood by all.'

Please less me know if you would like to discuss this further.

Thanks

Paul - Feedback and Outcomes Lead

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