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A friend was at a really crisis point with their mental health and despite being so exhausted, phoned the service in the hope they'd get some help. Unfortunately whilst the person helping was well intentioned, they focussed in on certain elements in the conversation which were not relevant nor useful.

It felt like they weren't really being listened to at all and unfortunately left them feeling worse than when they called. They were honest on the phone about how they were and to hear that the p ... hone call was how it was, was really infuriating and worrying given the state of their mental health that it hadn't been addressed really and they were just left to it .

It left them thinking that they are just expected to do it alone. The service therefore needs a total rethink, and actually some listening to the individual properly and some proper help rather than suggesting ideas that the person had already thought of or done.

The nature of the call, could have had serious consequences and left me in genuine concern for my friend that evening more than I was already and therefore the system does need to be looked at.

I’ve called them a few times over the last few weeks, and they’ve all been absolutely brilliant. Im so grateful to them.

I’m sad to have seen the poor responses, so had to write this as I’d feel so alone at the moment if it wasn’t for them - knowing that you can call any time and speak to someone who is trained and understands, who asks the right questions, and that you can call them anonymously, or not, is amazing. Yes the waiting is not always great, but even with that it’s a goo ... d focus and something to hold on too when you’re feeling overwhelmed.

I really hope this service isn’t cut.

I’m sorry others have had a poor service, however we got good advice and help from a lady who was very kind and helpful!we regularly need the crisis team etc and when they were busy we used this you shouldnt be put through to these first if you have rung crisis team x hope all those who have struggled have gotten some help

I called the first response crisis line on behalf of my niece who is currently feeling suicidal, I was told that they couldn’t do anything as she needed to call herself. In a mental health crisis people are often not able to pick up the phone so to think that a crisis line said there was nothing they could do is beyond me.

I’m disgusted with the service, no wonder nsft has so many avoidable deaths. For people who are desperate and feel like this is their last hope and not be offered help i ... s utterly disgusting.

Your processes need to be revised ASAP.

Just told me that my overdose problems were historic, and that I should go to sleep, bye.

Helpful person when eventually answered after holding for 55 minutes!

I suffer with server mental health problems and had a breakdown and was pushed from pillow to post only to be given a number be number 4 in the que only 30 minutes later be number one after Over 3 hours I was still only person waiting and then the phone just cut out.

How is this acceptable when you are struggling to keep yourself alive ?

So on the NSFT website it states if you are a service user to call the crisis team , what they do not tell you is you will be put through to first response , I spoke to someone in bury st Edmunds who was very coy in helping me , the website state that you can remain anonymous I was told unless I give my name number and date of birth and specifics on reasons I was calling then she would not allow me to speak to the crisis team , she also said I had full mental capacity I asked her qualifications ... she refused to give me any , I mentioned the green light tool kit and how she was not allowing me to access a service again no response so first response is basically a useless untrained inadequate triage who clearly cannot cope with people in crisis no have complex needs , I called about 6 am i think jumping through hoops at 6am when in crisis to speak to a mental health professional is ridiculous worryingly enough though I called the crisis numbers for norfolk and Waveney on the website they were closed services , so this is now crisis response 247 triage who are rude and incompetent trained ? Who knows they won’t tell you , they also cut the phone off refused to support me terrible service which is down to the individual as I have called 247 and spoken to a guy who was very experienced and very helpful I guess the calibre of individual who answers the phone is very dependant on what service you receive . Not consistent clearly and very concerned it’s triaging out of hour crisis in the current manner it is .

very helpful. although I haven't used the service as yet. its very reassuring knowing its there 247 big thanks..