Accessing support for patients in crisis – what’s next?
Access to mental health crisis support has not changed.
People should continue to contact NHS 111 (select the mental health option) or our 24/7 Mental Health Crisis Line on 0800 028 8000.
From the autumn, the crisis line will be integrated into NHS 111, making access simpler. We will share further details nearer the time.
What is happening with our mental health crisis services?
Over the past year, we have worked with people with lived experience, carers, staff and partners across South West London to review how people access crisis care.
We heard that people can experience delays, limited out-of-hours support, and repeated assessments, sometimes leading them to attend A&E instead of accessing more appropriate support.
In response, we are beginning to implement improvements to ensure people receive timely, joined-up care in the right setting, including alternatives to A&E where appropriate.
What has happened so far?
We have strengthened our Home Treatment Teams so they can assess people in crisis 24/7, either at home or locally, reducing the need to travel to a central hub.
Our engagement programme included workshops, surveys, focus groups, and discussions with partners including people with Lived Experience, Healthwatch and GPs, and supported by the national mental health Getting It Right First Time team.
What have we found?
We heard consistent priorities:
- Clearer crisis pathways and better communication
- Improved crisis line support
- Stronger support after inpatient care
- Better visibility of care plans
- More focus on prevention and carer involvement
What is our vision?
To provide 24/7, patient-centred crisis care that is:
- As least restrictive as possible
- Community-based and joined up
- Delivered by skilled, compassionate teams
What’s happening next?
Over the next year, we will build on existing strengths - particularly Home Treatment Teams (HTTs) - and introduce further improvements.
As the programme progresses
- More predictable HTT responses, with follow-up within 24 hours
- Stronger alternatives to A&E, including links with community partners such as Recovery Cafés
Later this year
- More consistent, coordinated crisis care led by experienced clinicians
- Greater alignment across crisis and community teams to reduce variation
- Integration of the crisis line into NHS 111 to simplify access
As the work develops
- Reduced duplication and clearer information sharing, including improved visibility of crisis plans
- Continued focus on reducing health inequalities and improving access for underserved groups
- Changes will be phased, with pilots used to test and refine improvements before wider rollout.
How to access support
People should continue to access support via NHS 111 (mental health option) or the 24/7 Mental Health Crisis Line on 0800 028 8000.
For more information, contact communications@swlstg.nhs.uk.
