Of course everybody in a crisis thinks that they're the only ones in a crisis. And what is a crisis?
The fact is there's a limited number of staff, staffing levels may be down due to sickness etc and they may be busy dealing with clients all ready in treatment. The term 'crisis' is a misnomer as it's not a blue light service.
It's like any service. Some people well have a good experience, some people a bad experience. It may be that they have the same experience but have different expectations which are not all ways met.
Just a thought