"Crisis Team"

About: Nottinghamshire Healthcare NHS Foundation Trust / Adult Mental Health Services - Community (County)

(as a service user),

Depending on who you speak to the Crisis Team is either very supportive, or at worst, hostile, rude, impatient and making you feel you don’t deserve their time. Given that the people ringing them will be feeling distressed, possibly suicide, in a lot of emotional pain, there isn’t a lot of understanding that we may be finding it difficult to find the words we need. A little bit of patience and gentleness can make all the difference. I have now had two encounters with staff who are so pushy and rude and have no concept of how difficult it is and how much courage it has needed to ring up. I suffer from social anxiety and will go to extreme lengths to avoid making phone calls. To be met with the impatience of some of the staff makes me think they need training in how to talk to people in distress. 

Some of the team both at Bassetlaw and Mansfield have been just what I needed. They’ve spoken to me respectfully and gently, with kindness and great understanding. Why can’t all the Crisis team members be as helpful as them? A patient shouldn’t self harm or experience even lower self esteem as a result of speaking to someone who is meant to help them but has made them feel like dirt. 

Thank you to those of you who are caring and compassionate. I hope the others of you come to realise.

Responses

Response from Team Leader, Mid Nottinghamshire Crisis Resolution and Home Treatment Team, Crisis Resolution and Home Treatment Team, Adult Mental Health, Nottinghamshire Healthcare NHS Foundation Trust

Hi Sz1234,

First of all let me say how pleased I was that you have had some positive experiences with staff from Mansfield and Bassetlaw CRHT but it is a cause for concern to me that you have had responses that have not met our standards. I would like to understand how this lack of consistency has occurred and I can only apologise if the calls have made you feel distressed, anxious and lead to you having thoughts of self-harm.

Please feel free to contact me if you would like to discuss this further and I can hopefully reassure you,

Michael Thomas

Acting Team Leader of Mid Notts CRHT

01159 560860

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