"An increasingly unacceptable level of care"

I have been both a service user and carer of a service user of the Sunderland IRS service for some time. The level of care has never been great, ranging from dangerous to passable, which I mention to highlight that problems don’t stem from NHS struggles due to COVID-19, etc. but are much more long term.

I’ve dealt with referrals being lost or not followed up, which remains an outstanding issue. This appears to be due to referrals going via existing care teams, who don't appear to do anything with it unless you’re constantly chasing or checking on progress. I fear for those without an advocate or unable to manage as I’ve no doubt their referrals would simply fall through the cracks.

In the event you’re lucky enough to have a CPN, you at best have to deal with what appears to be an under qualified individual doing everything they can to help with limited resources, or at worst a rude and patronising individual whose only contribution in my experience to your health is to worsen it. Access to more qualified individuals, regardless of how complex your needs or history, occurs rarely if extremely lucky but generally simply doesn’t occur.

My personal recent experience left me with the realisation this service, despite what individual staff members may claim, simply doesn’t seem to care, and the current NHS struggles are a convenient excuse. I’ve no doubt some staff members are doing their utmost in difficult circumstances, but it’s clear patients have become a dismissible number for most.  My view is that certain long-term staff members continue to have pre-existing attitudes and lack of caring. The goal is to get you to go anywhere else and to avoid providing any care if at all possible.

Fortunately, I’m currently robust enough to deal with this and to help the person I care for, with difficulty. However, I am extremely concerned for those unable to do this and frankly should I have any further difficulties would see no point in reaching out to this service in a crisis. Unfortunately, I also see no potential improvement in the future, which is extremely disappointing.