"Crisis team refused to see me!"

About: Mersey Care NHS Trust / Crisis resolution and home treatment team University Hospital Aintree

(as the patient),

A year ago at Christmas I was suffering from depression and became suicidal. I subsequently and stupidly took an overdose. I was admitted for medical care and whilst In A&E the doctor referred me to the crisis team, something my husband was very keen for.

The crisis team then refused to see me and I went home without any support. It's been a hard year recovering from this, and I now fortunately feel much better. However, I wanted to share my traumatic experience and express my concerns at the lack of support provided to me by Aintree hospital. I was very unwell, left in extreme emotional distress and at severe risk of self harm. I would have expected a greater duty of care to me, their patient rather than refusing to see me!

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Response from Kim Guy, PALS Manager, Mersey Care NHS Trust

Thank you for taking the time to share your experience through Patient Opinion and I am sorry that the care you received did not meet your expectations.

The role of the A&E mental health team is to see people presenting at A&E in crisis.

Before being referred to the A&E mental health team people presenting at A&E in crisis will be triaged by A&E staff to ensure that any referral is safe and appropriate. In some circumstances it may be deemed at this stage that mental health assessment is not possible, for example if an individual's physical condition needs prioritising or if their mental state is temporarily affected by alcohol, pain medication or other substances.

If medical intervention is required for following an overdose they may be moved to MAU for further treatment or monitoring in such circumstances referral to the Mental Health Liaison service can still be made.

The mental health liaison team aim to see all appropriate referrals within 2 hours, and are sorry this did not happen in this case and hope that this has not discouraged you from seeking support in the future should you need it and wish you all the best in your continued recovery.

If you would like to discuss this matter in more detail please contact the Patient Advice and Liaison Service (PALS), 0800 328 2941, pals@merseycare.nhs.uk or

Kim Guy, Patient Experience


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Response from University Hospital Aintree

Hi and thanks for getting in touch. We're really sorry to hear about your experience, and that you were unable to get support from our crisis team. If you wish to take this further, our Patient Advice and Complaints team can help. You can contact them by emailing customerservice@aintree.nhs.uk, by calling 0151 529 2400 or by writing to: Patient Advice and Complaints department Aintree University Hospital NHS Foundation Trust Lower Lane Liverpool L9 7AL Thank you.

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