Imperfect, sadly our family has had thirty years of involvement with mental health services and in that time we have made many representations to Primary Care Trusts, the government, MP's and direct care providers. Our experiences mirror yours in very many ways, but we are a family of activists and so knowledge is often, not power, but the key to being heard. If it's obvious that we have done our homework it means that at least we will be taken seriously enough to occasionally gain access to the decision makers.
After trying unsuccessfully (as a family) to get him help beforehand, my brother-in-law was once in crisis during the Christmas period. He was paranoid, delusional, hearing voices and terrified - he was acting bizarrely. When contacted by my father-in-law on Boxing Day the manager of the crisis team declined to take any action. I called the manager myself - and when he still refused to act I told him that the phone call was being recorded and would be used in evidence at the official Inquiry when my brother-in-law killed or harmed himself or somebody else, as seemed a very likely outcome at the time. The police and a social worker then turned up within an hour and my b-i-l was sectioned and in hospital for many months. I did make an official complaint and, with my parents-in-law, had a meeting with the head of the PCT to outline what had gone wrong and to ask for written evidence of actions taken by the PCT to ensure a similar situation wouldn't happen again. When there is an Inquiry after an incident of harm my father-in-law is now often invited to sit on the panel as a voice for Carers, he also helps to train Mental Health Professionals and is often a keynote speaker at MH conferences. (He's also just been nominated for a RCPsych Award - I'm very proud.)
I hate to hear of others, like you, who are battling with mental health services because I identify so much. If I were to write a book about our experiences it would read like a dystopian novel and I'm heartsore when I think how many people are struggling with the same issues. 