Crisis mental health access via NHS 111

Crisis mental health access via NHS 111

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9 October 2024

Anyone across Staffordshire and Stoke-on-Trent can now get urgent mental health support, 24/7, by calling 111 and selecting the mental health option.

The new service, which has been rolled out across England, means that trained mental health professionals will guide callers through the next steps most appropriate for them, including organising face-to-face community support.

What happens when I call?

The phone will be answered by a trained mental health professional who will be able to listen to your concerns and help you get the support you need. With your permission, they can also access your electronic patient records to better meet your needs and to avoid you repeatedly having to tell us your situation. They can offer advice over the phone, put you in contact with urgent services or refer you to the most appropriate local services for your needs

Who can call?

You can call for yourself, or someone else. NHS 111 is for all ages, including children and young people and those with neurodevelopmental needs.

If you’re deaf or have hearing loss, please use the following link to be connected to local crisis service – NHS 111 – SignVideo.

If you aren’t able to make the call yourself, then anyone can call on your behalf – for example a friend, carer, loved one or even your GP. You can also access NHS 111 online via 111.nhs.uk.

The service is available to anyone in England and facing a mental health crisis, which could include:

  • Severe changes to your mood
  • Withdrawing from people (close family, friends, or work colleagues)
  • Not taking care of yourself like you usually would
  • Having increased thoughts about your life not being worth living
  • Excessive worry
  • Feeling out of control or unable to cope
  • Feeling anxious about leaving the house
  • Hearing voices or seeing things that others can’t
  • Thinking about harming yourself.

By calling NHS 111, and selecting the mental health option, we can help to get you the urgent support you need for your mental health.

  • National organisations

    National organisations

    • SANELine – This is a national out of hours mental health helpline. It offers specialist emotional support, guidance, and information to anyone affected by mental illness, including family, friends and carers. They are open every day from 4pm – 10pm on 0300 304 7000. They can also be contacted via email: support@sane.org.uk however, there is normally a 72-hour turnaround time for replies.
    • Samaritans – Available 24 hours a day 365 days a year by calling 116 123 (free from any phone)
    • National Suicide Prevention Helpline UK – Available on 0800 689 5652 (6pm – midnight every day)
    • CALM – Available on 0800 58 58 58 (5pm – midnight every day). They also have a webchat service
    • SHOUT – Available via text, if you message SHOUT to 85258. Shout offers a confidential 24/7 text service if you are in a crisis and need immediate help.
    • Papyrus Hopeline UK – Available to under 35-year-olds, struggling with suicidal feelings or concerns about a young person who might be struggling, on 0800 0119 100 (24 hours, 7 days a week) or text 88247
    • Nightline - Students can look on the Nightline website to see if their university or college offers a night-time listening service. Nightline phone operators are all students too.
    • Switchboard – Available to people who identify as gay, lesbian, bisexual or transgender, on 0300 330 0630 (10am–10pm every day) or via their webchat service. Phone operators all identify as LGBT+
    • Cruse- the UK’s leading bereavement charity; provides a helpline run by trained bereavement volunteers, who offer emotional support to anyone affected by grief. Call 0808 808 1677 (Monday, Wednesday, Thursday and Friday, 9.30am-3pm. Tuesday 1pm – 8pm. Saturday and Sunday Closed).
    • Childline - a free, private, and confidential service where young people can talk about anything. Calls are free and confidential. Calls are not recorded, and their number won't show up on any phone bills. Call 0800 1111 (24 hours a day, every day)
  • Local organisations

    Local organisations

    • North Staffordshire: 0800 032 8728. Available via text for people with a hearing impairment who are unable to utilise the telephone, on 07739 775202. The team will respond as soon as possible. Please note: this text service is available during the normal service hours and is charged at your network provider’s rate.
    • South Staffordshire: 0808 196 3002
    • Staffordshire and Stoke-on-Trent NHS Talking Therapies - available to people aged 16 and over, experiencing common mental health problems such as depression, anxiety, and Post Traumatic Stress Disorder (PTSD), and who are registered with a GP practice in Staffordshire and Stoke-on-Trent. Self-referrals can be made online via the web link or calling 0300 303 0923.

In emergency situations where there is an immediate risk to life, you should continue to contact 999 or go to A&E.

NHS 111 ‘select mental health option’ survey

If you have contacted NHS 111 ‘select mental health option’, how was your experience? NHS England would like your feedback. This survey is specifically intended for individuals who have accessed crisis care services through the NHS 111 ‘select mental health option’ service. Its purpose is to gather feedback on your experience and the support you have received.

Responses collected through this survey will be analysed to identify areas where improvements can be made to enhance the quality of care provided.

If you require an alternative format of this survey, please contact england.adultmh@nhs.net.

Complete the survey: Mental health crisis care services – national patient feedback survey – NHS England – Citizen Space

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To learn more, please email ssotics.comms@staffsstoke.icb.nhs.uk