"Distress caused by lack of mental health support"

I previously received support from the York IAPT service, which hugely helped me.  I was told by the service that 'the door was always open' and to contact them again if I needed further support.

After suffering serious mental health problems, with support from my GP I contacted the service looking to take up the offer of further support.

I explained that I had previously used the service and been told the door was always open and explained why I wanted to take up that support again.  With my first contact with the IAPT service I spoke with someone who sounded experienced and fully understand what I was saying. They were very helpful and told me I would be called by a practitioner the following week.

Then a different practitioner called me at the arranged time.  Did not tell me their name or role but began asking me about why I needed the service. I explained at great length the extreme mental health issues I had been dealing with; that I had been told to contact the service as 'the door was always open'. I explained that my mental state at the time was better than it had been (but still very unwell) for many months because I felt relief at finally getting support. Therefore I was no longer feeling suicidal as I had been.

The practitioner listened, but I felt sounded very inexperienced. For example, was making empathetic responses at strange points in my account, coming across as if those responses were being made because they were supposed to make them, not because they were listening and being empathetic.

At the end of the conversation, despite learning I had recently been suicidal, had depression, anxiety and was unable to sleep or function, the response was to tell me that I did not qualify for the service and that they would email me a list of private organisations I could contact for counselling.

I was extremely shocked and upset by this response.  I feel that my contact with the service has had a detrimental impact on my mental health, leading me once again to feel suicidal.