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Mental health advice

Posted By correspondencexh78

"Mental health advice"

About: MHERL - Mental Health Emergency Response Line

(as a service user),

I used MHERL during a mental health crisis. The phone was answered with what I felt was a terse introduction and I was unsure of what to say but I explained why I was calling anyway. The person on the other end of the phone seemed baffled that I was calling MHERL and I felt they fobbed me off to make an appointment with my GP (or the ED if I felt unsafe), which is fine but I could have thought of that myself.  Also suggested was using mindfulness apps and breathing exercises which I have obviously done before and I wouldn’t be calling MHERL if those techniques had worked.  I have used 'listening services' such as the Samaritans before and I thought MHERL would be better considering it purports to give advice. Perhaps I’m misunderstanding something?

In my opinion, if a person is capable of finding the phone number for MHERL online then they are capable of googling the advice MHERL gives and it is advice I believe many people with mental illnesses have heard countless times before. Again, I may be misinterpreting the purpose of MHERL but regardless of the seemingly unhelpful advice given I felt very unwelcome on the phone and the person I spoke to I recall was quick to say goodbye.

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Responses

Response from Lesley Bennett, Chief Executive, East Metropolitan Health Service 14 months ago
Lesley Bennett
Chief Executive,
East Metropolitan Health Service

Submitted on 6/02/2023 at 12:47 PM
Published on Care Opinion at 12:59 PM

picture of Lesley Bennett

Dear correspondencexh78,

I am extremely disappointed to read you felt your concerns were not addressed effectively when telephoning the Mental Health Emergency Response Line (MHERL) for assistance. This is certainly not the intended outcome MHERL staff always strive to achieve.

MHERL is staffed by experienced mental health clinicians, available 24/7 to provide mental health crisis, risk assessment, crisis intervention and referrals to other service if face-to-face mental health support if needed.

This is achieved by MHERL providing an immediate contact with a trained mental health clinician over the phone during a crisis, who can then assist in facilitating coordinated access to other mental health and emergency services, in a timely manner, when required. I apologise this was not your experience with the service and for any distress caused as a result.

Your feedback will be shared with the relevant manager as MHERL is always keen to know when the high standards of care and treatment expected of staff, is regrettably, not achieved. Valuable feedback like yours is used for service improvements and helps prevent a repeat of a similar instance from occurring.

If you would like to discuss your concerns further, or provide some more specific details about the time and date you called MHERL, please contact the Consumer Engagement Unit on 9224 1637 for via email: RPBG.Feedback@health.wa.gov.au.

I am sincerely sorry for your negative experience and truly hope you are getting the care you require.

Kind Regards,

Dr Lesley Bennett

Executive Director

Royal Perth Bentley Group

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