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Health chiefs are to respond to criticism after people using a 24-hour telephone helpline for adult mental health issues said staff "lack compassion".

The single point of access, or SPA, covers Kirklees and Calderdale. One person who was "fobbed off" when they contacted the SPA for support said: "A hot bath and warm milk does not fix someone in distress."

Healthwatch Kirklees and Healthwatch Calderdale together compiled a 28-page report after receiving "concerning feedback" from carers, professionals, mental health support groups and the police.

The SPA's provider, South West Yorkshire Partnership NHS Foundation Trust, will give an update on the service at a meeting next week.

Often referred to as a "crisis helpline" the SPA team receives all referrals for mental health services in Kirklees and Calderdale.

The team directs all the referrals to the most appropriate trust services or advises the referrer of the best organisation to contact.

It screens all referrals for urgency to determine whether they need a response within four hours, 24 hours or 14 days.

People needing urgent referrals are met face-to-face. The SPA team also operates a 24-hour, seven-day-a-week helpline, as well as managing all inpatient ward beds in Kirklees.

Healthwatch Kirklees and Healthwatch Calderdale sought to consult with users after receiving "negative" and "concerning feedback".

One person said they had been made to "feel like a time-waster" when attempting to access support.

Another person said they had been left "really disappointed again" by the crisis team and called for more training.

They wrote: "To say to someone in crisis who finds it hard to speak out that 'this isn't the Samaritans' is actually horrific."

Some staff who answered telephone calls to the SPA were sharply criticised for their attitude, which manifested itself in "a lack of understanding, empathy and a dismissive approach".

(Image: PA Archive/PA Images)

Staff were variously described as "insensitive", "not always helpful" and capable of "dismissive rudeness".

Among the more alarming responses from users were:

"It genuinely feels like SPA aim to make getting access to services so complicated and stressful that we give up, thus saving mental health professionals from further referrals."

"A hot bath and warm milk does not fix someone in distress."

"I don't contact SPA anymore. I just hibernate, hide, withdraw."

Within the report's conclusion was an observation that some people felt frustrated by aspects of the SPA service or felt "fobbed off" and that "there are clearly times when people feel badly let down when contacting the SPA."

It said staff who demonstrated good listening skills, empathy and understanding were "paramount" to people feeling that their concerns are being heard.

The report stated: "The impact on carers looking after someone with mental health is almost immeasurable as it is so far-reaching.

"Without access to appropriate support, the mental health and well-being of carers can suffer.

Where to get help if you're struggling You don't have to suffer in silence if you're struggling with your mental health. Here are some groups you can contact when you need help. Samaritans: Phone 116 123, 24 hours a day, or email jo@samaritans.org, in confidence Childline: Phone 0800 1111. Calls are free and won't show up on your bill Platform 1 men's community group: Support for issues including mental health problems and addiction recovery. Visit the website or call 01484 421143. Andy's Man Club: info@andysmanclub.co.uk PAPYRUS: A voluntary organisation supporting suicidal teens and young adults. Phone 0800 068 4141 Mind: A charity offering support and advice for people with mental health problems. Students Against Depression: A website for students who are depressed, have low mood, or are suicidal. Click here to visit Bullying UK: A website for both children and adults affected by bullying. Click here Campaign Against Living Miserably (CALM): For young men who are feeling unhappy. There's a website and a helpline: 0800 58 58 58 MindOut: Provide support and advice on mental health for members of LGBTQ communities. Phone 01273 234839

"Keeping carers informed and providing opportunities for respite and support are essential components of keeping them (and their loved ones) well."

The author of the report said people generally hoped to receive help and support when contacting the SPA but that sometimes their expectations did not always match the service's remit.

They said there were "clear discrepancies" between what the SPA was designed to deliver and what people believe it is able to offer. Inevitably some will feel let down.

In addition some people who met Healthwatch staff at drop-in sessions in Huddersfield said they were unaware of the SPA and that in times of crisis they would reach out to other organisations such as Huddersfield Mission or Basement Recovery.

There was some praise for the SPA with people - often carers - highlighting accessibility, promptness in answering calls and responsiveness.

Some people said staff were "reassuring" and "showed great empathy". Some were "compassionate and understanding" and were "welcoming and kind".

One wrote: "They were a lifeline for me when I was feeling low."

One professional commented: "It is a service that is needed and can save lives" whilst a carer wrote: "Every nurse that has been out to see my husband have been brilliant and he has finally received the help he needs, brilliant advice."