"Crisis line - extreme rudeness"

About: Surrey And Borders Partnership NHS Foundation Trust

I have spoken to the same individual maning the crisis line twice in the last two months during the night and have been shocked at the rudeness and aggression of this individual on the other end of the line.

I was made to feel like a nuisance and a bother at every opportunity, I was repeatedly interrupted everytime I tried to explain what was going on for me and spoken to like a 2nd class citizen. There only advice for me was to go to A&E but was made to feel like I shouldn't be going in the first place.

Given this is who I have been told to phone in a crisis by my care coordinator from my local cmht, I can't believe this is who they expect me to speak to. Zero guidance or information, complete lack of sympathy, help or understanding and most importantly aggression and rudeness from someone who is supposed to be dealing with some of the most vulnerable people in society.

I recommend everyone who is considering using this service consider other alternatives.

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Response from Surrey And Borders Partnership NHS Foundation Trust

Thank you for your feedback - we're sorry that this was your experience.

Please be reassured that Crisis Line is staffed by trained mental health professionals and we don’t refer people to A&E as a standard, ‘one approach fits all’ solution. However, our staff should remain professional at all times and should not be rude to callers. We apologise for this.

We recommend that you contact our Patient Advice and Liaison Service (PALS) who can take any concerns forward. Please call them on 01372 216202/216203/216204 or email pals@sabp.nhs.uk.