Three million calls to NHS mental health crisis helplines

Mental health phone lines run by the NHS have answered around three million calls during the pandemic.

The dedicated 24/7 NHS mental health crisis helplines were fast-tracked to open a year ago so everyone could get rapid care without having to go to A&E.

The NHS says most of the callers are able to receive treatment over the phone or can be referred to a face-to-face assessment, and that fewer than two percent of the calls have resulted in an A&E attendance or a blue light response from the ambulance or police services.

The crisis lines were rolled out four years earlier than planned, with nationwide coverage reached in May of last year, having originally been scheduled to go live by 2023/24 under the NHS Long Term Plan, but were fast-tracked to ensure support could be provided during the pandemic.

Claire Murdoch, national director for mental health said: “These crisis lines have been fast-tracked because we knew how important they would be in our toolkit to support people in crisis during the pandemic.

“The NHS has worked hard to care for 400,000 covid patients requiring hospital treatment and keep essential services going through successive waves alongside delivering the world-beating NHS vaccination programme.

“All our mental health services for both adults and children are still available, with many offering more flexible options such as video and phone consultations to improve safety for patients and staff alike. If you need support with your mental health, you can still access existing services or speak to your GP about your needs.

“I continue to be humbled by the work and commitment of colleagues in mental health services all over the country. They made huge changes in normally impossible timeframes, in the most collective and supportive spirit.”

Anyone experiencing a mental health crisis can call their local helpline and friends and family members can call on behalf of someone they’re worried about. Parents can call for their children, and support is available for people of all ages. The lines are also open to professionals such as police officers and paramedics who may come across people experiencing mental ill health.

The helplines have been set up by the 54 mental health trusts across England and some have now been running for over a year, with three million calls between in the year to May of this year.

Tim Kendall, national clinical director for mental health said: “It is so important that when people are in crisis they can phone and talk to a mental health professional pretty much immediately.

“I am sure this will help alleviate distress, support people in crisis and save lives. This is such an important step for all of us.”

The Swindon area number is 0800 953 1919 and information on how to get urgent mental health assistance can be at nhs.uk/urgentmentalhealth

Minister for Mental Health Nadine Dorries said: “Our NHS and mental health and care staff have worked tirelessly to ensure mental health crisis lines were stood up ahead of schedule to support people over what has been an incredibly challenging year and I am thankful for all their work.  

“Throughout the pandemic these local helplines have acted as a beacon of hope for anyone experiencing a mental health crisis, ensuring help is always available to people when they need it most.

“Our mental health services have remained open for business, and our Mental Health Recovery Action Plan backed by £500 million will ensure we are able to continue to support the public as we look to the future. I would urge anyone who is struggling to reach out, help is there for you.”

Paul Farmer, Chief Executive of the Mind mental health charity, said: "We know that many more people have experienced mental health crisis since the start of the pandemic, including some with no previous experience of mental health problems. This incredibly testing time has particularly impacted the mental health of certain groups including young people, people of colour and those living in deprivation. 

"It is good to see the NHS speeding up its plans to ensure that when people reach this point, the right help is available quickly, across the country. We want to continue to see the NHS offering a range of treatment to people with mental health problems, including face to face appointments, as well as support early on, so that fewer people experience the distress of reaching crisis point."

The NHS ambition for these lines is to ensure that by 2024 they are connected to NHS 111. This will mean there will be one easy to remember national 3-digit number that anyone can dial to access specialist mental health support from the health service.

The lines are staffed by mental health professionals who can refer people to local urgent, acute and routine mental health services. This may include phone and video consultations, as well as urgent face-to-face assessments where necessary.