"Horrendous treatment from staff members."

My friend is currently in the psychiatric ward. During handover, she began to have a panic attack. She was not violent nor was she abusive, instead she tried to knock on the door to get help from a nurse. No one answered so I had to ring the ward myself to arrange for someone to see her. Instead of the staff offering her assistance (E.g. Doing their job) they berated her for knocking on the door and bothering members of staff. Little did they know I was still on the phone to my friend and could hear them shouting at her and telling her off, as if she had done something wrong by asking for help. This is absolutely despicable behaviour from members of staff who are meant to be helping people at their most vulnerable. The reason these patients are in hospital is because they need help and care - they do not need to be made to feel like they are a burden and a nuisance. The staff members should feel ashamed of themselves. It shows just how shambolic the treatment of mental health care is in England. Nobody cares about patients with mental health problems, not even the nurses and doctors who are supposed to care for them and help them get better. Disgraceful and I strongly urge others who are seeking help to see if there any other options besides this one.

Story from NHS Choices

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Response from Bill Berry, Patient Experience Manager, Patient Public Involvement Team Organisation and Community Directorate, South London and Maudsley NHS Foundation Trust

Dear Anonymous

Thanks for taking the time to post about the experience your friend had yesterday. We want to hear form people who use our services. When we fail to meet the high standards we set we want to know what went wrong and take steps to address it.

The situation you described is very unfortunate and I would say not a typical staff/patient interaction. I would like to take a little more information from you and look into this and ask the ward manager in question to respond.

Could you please let me have the name of the ward, the time this occurred and the patient in question, though please don't post the patients name here but you can email it to me?

I assure you I will respond whan I have looked into this.

I hope that this is ok with you?


Bill Berry

Service Improvement Manager

Patient and Public Involvement Team

South London and Mudsley NHS Foundation Trust

Maudsley Hospital Denmark Hill

London SE5 8AZ

M: 07825 180472


  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful