Unreliable Emergency Care

I have been a patient at Akeso Crescent Clinic since the age of 15, and I am now 26. Throughout my time under your care, I was consistently assured by my doctors and the******s that the Akeso emergency line was available 24/7 in case of a psychiatric crisis.

On the morning of 19 July, I experienced a psychiatric emergency around 3:00 AM. Between 03:36 and 04:08, I made nine attempts to contact the emergency line. Several calls failed to connect, while others placed me on hold for an extended period with no response. Eventually, I received a call back at 12:03 PM, several hours later, at a point when I was unable to speak. The representative scheduled a follow-up call with a counsellor for 3:00 PM that afternoon — but that call never happened.

For an institution like Akeso, which promotes itself as a leader in mental healthcare and emphasizes reliability and patient wellbeing, this experience was deeply distressing and disheartening. Being in a state of crisis, reaching out for help, and being met with silence or delays is not only unacceptable — it is dangerous.

Having entrusted Akeso with my psychiatric care for over a decade, this experience has significantly impacted my trust. Over the years, the service has begun to feel increasingly corporate and impersonal, a stark contrast to the supportive environment that initially brought me and my family to your care.

I hope this complaint will be taken seriously, and that measures will be put in place to ensure that no other patient is left feeling abandoned in their most vulnerable moments.