"This is not the first time they have forgotten to attend visits"

About: Barnet, Enfield And Haringey Mental Health NHS Trust / Crisis resolution

(as the patient),

Recently I had a meeting with the Enfield Crisis Resolution Home Treatment Team. The concerns about me were so severe that the team suggested I go into hospital. I have found previous hospital stays very difficult so it was agreed that I should instead stay in a Recovery House as soon as a bed became available. In the meantime, the crisis team decided they should visit me every other day. On the day arranged for their first visit, they did not turn up. Apparently it was an oversight. The crisis team has been involved in my care before and this is not the first time they have forgotten to attend visits that are in place as an alternative to hospitalisation. I have repeatedly raised concerns with Barnet, Enfield and Haringey Mental Health Trust about the standard of care being delivered by the crisis team and yet patient safety continues to be 'forgotten'.

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Response from Communications Team, Barnet, Enfield and Haringey Mental Health NHS Trust

Dear maple syrup,

Firstly we would like to apologise that the care you received from the Enfield Crisis Resolution and Home Treatment (CRHT) team wasn’t first rate.

I see from your message that you didn’t want to go into hospital, even though it was a clinical recommendation, and opted instead to go to a Recovery House, where a bed was not available. Usually in these sorts of circumstances the CRHT will visit once or twice a day until a bed becomes available. We are extremely sorry that on this occasion this did not happen and would like to give our assurance that we will be monitoring this further and ensure this was an isolated incident. However if you would like us to explore your concerns more fully, our patient experience team is available to support and assist you in confidence. If you do, please mention this post when you contact us via patient.experience@beh-mht.nhs.uk

Meanwhile let me please assure you this is a rare occurrence, and whilst as a service we strive to provide the best service possible, we will do everything we possibly can to make sure no further reoccurrences happen again by sharing any learning to relevant teams across the Trust.

Kind regards

Elaine, Patient Experience Team

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