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Care Opinion

Crisis Team

Story from nhs.uk

"Crisis Team"

About: Leeds and York Partnership NHS Foundation Trust

Just got off the phone with an admin person who told me "the crisis team is not an emergency service"

Erm so who is the most appropriate person to call when trying not to take an overdose?

I asked when I would receive a call back. "In a while" is not a good answer it could mean anything, I am Autistic, I need precise answers.

I dont call the Crisis team because I am used to them being useless.

Prior to this call (today is Monday)

Friday-Was talking to connect helpline, they were concerned so they called the Crisis team on my behalf. I spoke to the Crisis team person who said I should see my GP on Monday.

Sunday- Police called Crisis team to say I was feeling suicidal told to see my GP on Monday

Monday- I went to see my GP, who told me to call the Crisis team.

So lets see...My GP, Connect Helpline, and the Police have all refered me to the Crisis team. They seem to think its your job to deal with suicidal people.

What do Crisis team operators think a GP is going to do if a patient walks in and says they feel suicidal?

I am tired of trying to reach out. This experience has shown me I am unworthy of help.

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

Submitted on 26/02/2019 at 14:53
Published on Care Opinion on 27/02/2019 at 13:26

picture of Linda Rose

Hello

Please accept my sincere apologies for the delay in responding to you and I really want to assure you that everyone deserves help and support when they need it. Asking for help isn't an easy thing to do so when it does happen, as professionals we should be ready to provide advice in the right way.

I shared your review directly with the Clinical Operations Manager for the Crisis Assessment Service who has provided the following response.

Whilst a member of the administration team takes the initial call, the purpose of this is to gain demographic information on the person ringing and identify the reasons for their call to put onto the system.

Administrators are then expected to redirect the call to a clinician to ensure that the rightly skilled person is able to offer professional advice and support. Administrators are not expected to determine the level of urgency of the caller and the Clinical operations manager wishes to apologise that you were responded to in that manner.

In the event that a clinician is not available, then a call back should be arranged. Sometimes its difficult to predict how long that call back may be but the service should attempt to give an approximate time to all callers, appreciating that not knowing can add to anxiety and distress levels.

I fully acknowledge that you have been redirected through a number of services and this hasn't been helpful. The Clinical operations manager would like to review your contact in more detail. We would really appreciate your help despite the negative experience you've described. It sounds like we need to improve. If you would be willing to contact our PALS team (08000525790 / palslypft@nhs.net) this would help us to investigate your experience in more detail and apply improvements to the service you received.

With kind regards

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