Care Opinion

Lack of appropriate care in a crisis

Posted By Advo5

"Lack of appropriate care in a crisis"

About: City and Hackney mental health services / Crisis Cafe

(as a service user),

I am often told that the Crisis Cafe is where I need to go. That is instead of A&E. After a difficulties attending during COVID restrictions I put my previous feelings to one side. I then tried again.

On numerous occasions the venue was closed at 8pm. The whole space was cleared of any seating/tables. Staff on their phones with earphones in laughing at their screens. 

If I didn’t attempt to have a conversation I would be just hanging around for almost an hour.

On another occasion a staff member made no attempt to participate. Either on their phone or putting their head on the table and closing their eyes.

Another occasion there was only one staff member with a number of people because the other staff member disappeared for the allotted time. Only coming out towards the end.

Staff don’t look like they want to be there at all and at times trying to stay awake. There is nothing about the Crisis cafe that seems to productive or being a place to go when in need.
On the occasions I’ve attended there has only ever 4 max of other attendees. Even then this goes down to two or one. When some come for a drink and snack before leaving. Some sit and don’t say anything. Which is understandable if you are sat in an open space with people you don’t know. 
At one venue young children attend which worries me. I also feel uncomfortable having to make choices based on children being there.
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Responses

Response from East London NHS Foundation Trust about a year and a half ago
East London NHS Foundation Trust

Submitted on 17/04/2023 at 15:32
Published on nhs.uk at 20:27

Thank you for your feedback and for taking the time to tell us how it can sometimes feel at the Crisis Cafe. Unfortunately, you don't state which of our sites you have attended. If you could email us directly on: elft.communications@nhs.net, we would appreciate it to look into the points that you have raised.

In the meantime, we will contact all our Crisis cafes to ensure that they are clearly opened at the times stated. Except on the rare occasions that there are staff shortages (when we would explain in a notice on the door), the space should be ready to welcome people during these times.

We are in agreement with you that a Crisis Cafe is not an appropriate space for young children on many levels and can be difficult for you and for them. But we appreciate that sometimes a parent might need to come to us and be unable to find childcare. In this situation, staff will try to take the family into a separate more appropriate space.

We are sorry that the Crisis Cafe was not all that it should have been to support you. We look forward to receiving your email so that we can look into the points you have raised in more detail. I hope you will continue to use our Crisis Cafe in times of need and appreciate you sharing your experience

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