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Inconsistency and mixed responses

Posted By jazzcm48

"Inconsistency and mixed responses"

About: MHERL - Mental Health Emergency Response Line

(as a service user),

I've experience inconsistency and mixed responses to calls made for mental health support. Often I’m Made to feel like an inconvenience and Being overdramatic and as though the challenges I’m facing are too much trouble to deal with and work through. My feelings often don’t feel validated and as though I should know better however occasionally I find a staff member who appears to remember why they are on the other end of the mental health support line.  

I often end the call early as I don’t feel the conversation is helpful or  supportive just full of what I should do and shouldn’t have done and basically go to ED. 

A poor support service that I believe could be so much more given the funding and right staff members who are adequately trained in mental health. 

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Responses

Response from Wade Emmeluth, Service Co-Director Mental Health, East Metropolitan Health Service 2 weeks ago
Wade Emmeluth
Service Co-Director Mental Health,
East Metropolitan Health Service

Submitted on 22/08/2025 at 3:59 PM
Published on Care Opinion Australia at 4:58 PM

picture of Wade Emmeluth

Dear jazzcm48,

Thank you for sharing your experience. I’m truly sorry to hear that your interactions with the Mental Health Emergency Response Line have left you feeling unsupported and invalidated. No one seeking help should feel like an inconvenience, and I sincerely apologise that this has been your experience.

We take feedback like yours very seriously, and I want to assure you that your voice matters. While this platform doesn’t allow us to look into the specifics of your calls, we would really value the opportunity to understand more about what happened so we can address your concerns properly and work toward improving our service.

If you feel comfortable, I encourage you to contact our Patient Experience Team on (08) 9224 1637 or via email at rpbg.feedback@health.wa.gov.au. If you're able to share details such as the dates and times of your calls, and any staff you spoke with, we can ensure your concerns are followed up thoroughly.

Thank you again for taking the time to speak up. Your feedback helps us reflect, learn, and strive to provide the compassionate and consistent support that every person deserves.

Kind Regards

Wade Emmeluth

A/Executive Director Mental Health

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