NHS 111 extended to mental health crisis support

Patients experiencing a mental health crisis can now access support through calling 111, NHS England has announced.

The NHS 111 service has been opened to people of all ages in crisis, including children, or concerned family and loved ones, with callers able to select the mental health option to speak to a mental health professional.

NHS staff can guide callers with next steps, such as organising face-to-face community support or facilitating access to alternatives services like crisis cafés or safe havens, which provide a place for people to stay as an alternative to an emergency unit or a hospital admission.

Claire Murdoch, national director for mental health at NHSE, said that record numbers of people are suffering with their mental health.

“While the NHS made significant progress during the pandemic with local services creating their own crisis phone lines, we want to go a step further by giving people everywhere in England one single point of access via NHS 111.

“And in doing so, I am extremely proud that we will become one of the first countries in the world to offer a free universal package of support to people through one easy to access phone line.”

She added that the integrated service will provide people of all ages with specialist mental health support and “ensure they can be offered face-to-face support in a safe and therapeutic environment”.

Previously, local health systems had their own separate phone lines, which were fast-tracked during the pandemic and took around 200,000 calls per month.   

Stephen Kinnock, minister for care, said: “As part of our plans to help fix the broken health system we want to ensure we give mental health the same attention and focus as physical health.

“For the first time, there is one number you can call whether you are feeling physically unwell or worried about your mental health to access the support you might need.”

Mark Winstanley, chief executive at Rethink Mental Illness, welcomed the initiative as an “important step”.

“A mental health crisis is traumatic and disorientating, and getting help as quickly as possible is vital.

“The last thing people need when they or a loved one is in crisis is uncertainty about where to turn.

“Today, the NHS have made it easier to access urgent support via 111, building on provision already in place through crisis lines,” Winstanley said.

Dr Roman Raczka, president of the British Psychological Society welcomed the increased mental health support for people in crisis, but added that the society was awaiting “the precise detail of the support that NHS 111 will be offering, and how this will work in practice”.

“This service must not be at the expense of existing psychologically based treatments and those with complex needs must be able to access the right level of support and care they need,” Dr Raczka said.

A full list of mental health support options is available via the NHS website.

The service is also suitable for deaf people, with tailored services available via the NHS 111 website.