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MHERL

Posted By statusee58

"MHERL"

About: MHERL - Mental Health Emergency Response Line

(as a service user),

Never in my life have I feel I have been spoken to so rudely and inconsiderately. As a mental health consumer who doesn’t reach out for help this service reiterated exactly why I don’t.  I believe they were so unsupportive and blamed me for feeling this way. So very very unhelpful and actually made the situation a whole lot worse

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Responses

Response from Ben Noteboom, Executive Director, Royal Perth Bentley Group 2 months ago
Ben Noteboom
Executive Director,
Royal Perth Bentley Group

Submitted on 5/02/2025 at 7:34 PM
Published on Care Opinion on 6/02/2025 at 10:33 AM

picture of Ben Noteboom

Dear statusee58

I am deeply sorry to read about your interaction with the Mental Health Emergency Response Line (MHERL). This is definitely not the service we aspire to provide to people who are reaching out to us for help especially in times of crisis. I apologise for the distress this experience caused you. You have every right to expect to be supported at a time of need.

I would be grateful for the opportunity for our Patient Experience Team to investigate your experience further. If you are happy to share more with them to enable this, I would appreciate if you could contact them on 9224 1637 from 8am to 4pm during weekdays or alternatively via email RPBG.feedback@health.wa.gov.au.

We take feedback such as yours seriously, and your story will be brought to the attention of Senior staff so they can use it as part of their continued education with staff.

We are committed to improving our services and your invaluable feedback will no doubt help us to achieve that.

I sincerely hope you have now received the support you sought and you are feeling better. If your situation is getting worse, please consider contacting a GP for support or if needed, present to your nearest Emergency Department for urgent care.

Kind regards,

Ben Noteboom

Executive Director

Royal Perth Bentley Group

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