"The Crisis Team at Parklands Hospital Basingstoke"

About: Adult mental health / Crisis Resolution and Home Treatment Team Basingstoke and North Hampshire Hospital / Accident and emergency

(as the patient),

I phoned the crisis team several times but the impression I was got was that they were not interested and I was told they would not act unless I did something to harm myself.

I ended up taking an overdose and being rushed into A&E. Then I was threatened that if I didnt go into hospital voluntarily then I would be sectioned. They then arranged for a very dirty taxi to take me to Parklands.

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Response from Complaints and PALS Officer, Southern Health NHS Foundation Trust

Please accept my sincere apologies for the perceived lack of interest from the Crisis Team.

I would advise you to contact the Complaints & PALS Teamon Tel: 023 8087 4065 or email, where your concerns can be discussed on a one to one basis. This is a confidential service which acts independently of clinical teams. No information will be divulged without your knowledge or consent.

In the meantime, I will contact I will contact the Manager responsible for this service in order to provide you with a response via Patient Opinion.

Kind regards

Response from Ben Prior, Complaints and PALS Officer, Southern Health NHS Foundation Trust

The Acute Care Pathway Manager, Gary Walsby, has now given the following response to your concerns:

I apologise if you received the impression that staff were not concerned about the distress that you expressed, the service does engage with people to support them in reducing their distress. The team will also discuss all the options with a person depending upon the situation, including going into hospital and I apologise if this came across that you felt that you were being threatened with compulsory admission. The service were proactive in arranging for you to have transport and I am sorry that the taxi service did not meet acceptable standards of cleanliness on this occasion as we have have had no other issues reported with this service.

The team do take comments from people using the service very seriously and the Service Manager will ensure that the comments received are shown to all the staff to ensure that they can learn from the concerns that you have raised to ensure that we continue to provide a service that is empathetic to peoples' distress and needs.

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Response from Complaints and PALS Officer, Southern Health NHS Foundation Trust

Further to my initial repsonse, please accept my apologies for not including the contact email address for the Complaints and PALS team. Should you decide to contact us in this manner please use hp-tr.complaints@nhs.net.

Kind regards

Ben Prior

Complaints and PALS Officer