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Poor experience of this service

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"Poor experience of this service"

The 'crisis' team that are based here I felt were poor indeed. No compassion. Every time ive rang crying in need of advice and moral support i have been Treat like a robot despite having a friend recently die from hanging herself. I was sexually assaulted in September homeless then my friend died. A person can only take so much. I was referred to the community mental health team months ago but due to delay of getting notes from my previous city I have not been offered any support at all. I rang today to discuss how close I am to killing myself and the fact I would like a worker to discuss my friends death hat and the voices that I hear but was abruptly told that the waiting list for any kind of counselling or therapy is 6 months long. Very helpful. I have been left feeling worse than when I called. I would not recommend this service based on my experience.   

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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 19/02/2018 at 12:49
Published on Care Opinion at 12:54

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Dear Michelle

I'm really concerned and sorry about the experience you describe with our services. I'm also concerned that you've related some very personable and distressing information. It's really difficult for me to be sure via written comments that this is how you wished to express your dissatisfaction, so my intention is to keep my response to a moderated level and suggest that you make direct contact with our services so that we can direct you to the right kind of support.

I can say that not having access to prior records should not delay access to a CMHT. There is a quality standard of access within 14 days for accepted referrals,which has been challenging to maintain but the organisation has actions in place to improve this.

If our services think that a service user needs are best met elsewhere, this is communicated in a letter to the service user and the person making the referral with appropriate signposting advice being provided.

You've also told me that the Crisis team didn't show you any compassion when you spoke to them on the telephone; which I think we would all describe as a fundamental value in healthcare and in our teams.

I have spoken to the Operational manager of the service regarding your feedback.

I wondered whether with our support, you would be prepared to meet with a few members of the team to share directly how your experience of contact with the service made you feel. I think that face to face conversations can help us all to reflect and learn.

If you'd be open to doing this, then please contact our PALS team palslypft@nhs.net / 08000525790. Alternately if you would like your complaint to be investigated, please contact our complaints team complaints.lypft@nhs.net

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