England becomes one of the first countries in the world to offer a 24/7 full package of mental health crisis support through one single phone line
People experiencing a mental health crisis can now call NHS 111 to speak with a trained mental health professional
NHS England announced today (27 August) that the 111 service will offer mental health crisis support for the first time.
NHS staff will be able to guide callers on the next steps, such as organising face-to-face community support or facilitating access to alternatives services, such as crisis cafés or safe havens, which provide a place for people to stay as an alternative to A&E or hospital admission.
Stephen Kinnock, Minister of State for Care, highlighted that the government is committed to ensuring mental health receives the same attention and focus as physical health as part of its plans to fix the “broken” healthcare system.
“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.
Kinnock also announced plans to recruit an additional 8,500 mental health workers to reduce delays and expedite treatment, alongside efforts to reform the Mental Health Act.
Claire Murdoch, NHS National Director for Mental Health, expressed concern about the record numbers of people suffering with their mental health and underscored the importance of providing easy and straightforward access to the support they need.
Murdoch highlighted that England will be one of the first countries in the world to offer a free, universal package of mental health crisis support through a single, easy-to-access phone line.
“The new integrated service can give people of all ages specialist mental health support and ensure they can be offered face-to-face support in a safe and therapeutic environment.
“So, if you or someone you know needs urgent mental health support, please call 111, and select the mental health option,” she added.
NHS Providers has welcomed the introduction of crisis mental health support through NHS 111 but also expresses deep concern about “already stretched” services.
Saffron Cordery, deputy chief executive of NHS Providers, said: “With record numbers of people experiencing mental ill-health, any measures which help people access the care they need quickly and easily are to be welcomed.
“This announcement builds on much needed investment in mental health crisis and liaison services in recent years, and efforts by trusts to create alternatives to emergency departments for people experiencing a crisis.”
However, Cordery noted that “trusts remain deeply concerned about levels of unmet need for those seeking mental health care.”
He cited the latest national data which shows that over 350,000 children and young people, along with nearly 250,000 adults, are waiting for treatment from community mental health services.
Additionally, he noted that the demand and pressure on NHS 111 services, many of which are managed by already overstretched ambulance services, is much higher than before the pandemic.
Cordery emphasised the importance of ensuring that trusts and their local partners—including schools, local authorities, and the voluntary sector—are given adequate funding to deliver on ambitions around crisis care pathways for people of all ages and to help individuals before they reach crisis point.
“We also need to address other underlying issues, such as the wider determinants of mental ill health, which are driving pressures on services, and the rising severity and complexity of people’s needs when they contact the NHS,” he added.
The NHS has invested an extra £2.3 billion into expanding mental health services, with this latest development aimed at quickly directing patients in crisis to the support they need.
The health service has successfully achieved its goal of expanding community mental health treatment by 370,000 people per year for patients with severe mental illness.
