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Isolates patients then does nothing

Story from nhs.uk

"Isolates patients then does nothing"

Mental health services are stretched, and its is difficult for them to provide an adequate service.

I wish staff would realise that once patients have CMHT involvement it shuts a lot of doors.My child is under the care of the CMHT, and has not had any contact with her care co-ordinator since llate August. She went through a period of having a low mood, and saw her GP, who just said "speak to Malham House about it"

She also phoned the crisis team on several occasions , and they told her to speak to her care co-ordinator about it.

She has tried to contact her care-co ordinator atleast twice a week for the past 3 weeks, but they have been away or in meetings.She asked to speak to the duty worker, and the receptionist told her she couldnt because it was not an emergency.

This Friday, she travelled down to Hull, took an overdose and is still in hospital.

My point is, everyone is expecting Malham House to be doing stuff, but they dont, and it leaves patients with no where to go.

Admin staff should not be making clinical decisions about who can or can not talk to the duty team.

Would it be possible to develop another system, that allows patients to get in touch with their care-co ordinator. The phone and leave a message system has clearly not worked.

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Responses

Response from Linda Rose, Head of Nursing and Patient Experience, Nursing Professions and Quality, Leeds and York Partnership NHS Trust 6 years ago
Linda Rose
Head of Nursing and Patient Experience, Nursing Professions and Quality,
Leeds and York Partnership NHS Trust

Submitted on 16/11/2017 at 10:58
Published on Care Opinion at 12:19

picture of Linda Rose

Hello Julia

Thank you for getting in contact. I have shared the issues raised as concerns with the team as I think it is a key way to learn and act on potential improvements. I will post the outcome of our discussions about your experience and your suggestions within the next 10 working days.

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Response from Linda Rose, Head of Nursing and Patient Experience, Nursing Professions and Quality, Leeds and York Partnership NHS Trust 6 years ago
Linda Rose
Head of Nursing and Patient Experience, Nursing Professions and Quality,
Leeds and York Partnership NHS Trust

Submitted on 29/11/2017 at 10:31
Published on Care Opinion at 13:33

picture of Linda Rose

Hello Julia

You described a very frustrating and unhelpful experience and I have now had the opportunity to speak to the team directly regarding your comments.

They explained that they do have a number of care coordinators at Malham House whom work varying shift patterns and hours. The team tries to do their best to allocate the right service users to the right care coordinators based on having the appropriate clinical experience and skills; but also in terms of what will work practically for the service user.

The team are sorry about the experience you describe and agree that the circumstances could have been managed more proactively in terms of matching need and availability.

In addition, the team has been supported recently with temporary administration staff and they have agreed that they will ensure that regular staff are clear about explaining the process of following through requests and messages for care coordinators when they are not available and being clear about accessibility to duty workers.

If your daughter is still under the care of the CMHT and is continuing to have any difficulties with the service she is receiving, can you please contact either the Clinical Lead or Clinical Team Manager at Malham House whom I am sure will help to resolve this matter and provide you with the reassurance you and your daughter require in terms of receiving the right help.

With kind regards

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