Case Study: ‘Richard’

Copy for Citizens Advice / Macmillan

“I felt low and depressed. My illness is scary, self-isolating makes me lonely.” Richard* is a chatty pensioner, struggling with both cancer and his mental health. Deemed ‘vulnerable’ during the pandemic, Richard relied on charity food parcels until they ended after a year.

Referred to Citizens Advice through the Hardship Line, Richard spoke with our adviser, Caitlin. He explained how deeply his brother’s recent death had affected him. “I just loved my brother, I have no one now,” he told her.

Caitlin listened to an isolated and unwell man spiralling into depression. Concerned for his welfare, she made an appointment for Richard to speak to a colleague on the Macmillan team. Caitlin then explained that a food parcel could be delivered the next day, but Richard suddenly became confused and ended the call.

Caitlin flagged Richard as a safeguarding concern after he wouldn’t respond to her phone calls, texts or emails all that afternoon. It was decided that if he didn’t answer his door to the food bank delivery the following morning then he should be traced through Missing Persons.

When Richard didn’t answer the door, Caitlin called the police. Richard says he doesn’t remember what happened, he simply woke up on a drip in a hospital bed. Doctors said he hadn’t been eating properly for some time, it appeared he’d collapsed soon after his call with Caitlin.

Richard is still struggling with his health and mental wellbeing. “It’s scary and I don’t like it” he says. About to leave hospital and enter respite care for several weeks, Richard says that he’s still very appreciative of the care taken by Caitlin.

“Once I’d spoken to someone on the phone I felt better. I thought, ‘at least one person knows about me,’” says Richard. “Since then other people have called me, things have begun to happen and life is a bit better.”

*not his real name