Review after Portsmouth woman says she felt 'treated like dirt' by mental health crisis call handler

Last month Christine Cotton from Portsmouth called the crisis mental health team for support after struggling with her thoughts.

The 41-year-old, who has had mental health issues for seven years, said she requested a mental health assessment but received a ‘rude’ reception from the call handler.

On the call, the handler told Christine that they weren’t going to have a conversation ‘because I am busy alright’.

Christine has since complained to the Care Quality Commission about the service, which is run by Solent NHS Trust.

She told The News: ‘I asked for a mental health assessment and he told me it was illegal. He was rude and didn’t seem bothered about helping me.

‘It was really hard and I was spoken to like a piece of dirt. After the call I went to a bridge but luckily the police were passing and helped me.’

During the call Christine asked why she couldn't have a mental health assessment.

The caller said You can’t because that is illegal. I just told you.

‘I just told you, you can’t. End of.’

Christina told the caller that she was ‘struggling to keep [herself] safe’.

The caller responded: ‘Oh well. That is the why the crisis team is there and [sic] you’re using it as an excuse there isn’t it.’

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Christina added: ‘I think the mental health team who work during the day are brilliant but it is in the evening when I really struggle and it is harder to get good help then.’

‘I haven’t wanted help in the past but now I really do and I think you always be able to get help.’

Dan Baylis, the chief medical officer of Solent NHS Trust, said: ‘We are working with the Care Quality Commission to review the issues raised to them regarding the provider of care; we will ensure that any learning is put in place for future patients.

‘At Solent, we take all concerns or complaints raised extremely seriously, any issues or incidents are investigated thoroughly. Using our learning, we take action to make sure the care we provide is of a high standard that people would expect every time.’

If you are affected by any of the issues covered in this article you can talk to your GP, phone 111 or text SHOUT to 85258.

Alternatively you can call the Samaritans on 116 123, email [email protected] or visit the website. There is also a list of local services available here.

A message from the Editor, Mark Waldron

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