We are here when you need us, not when it suits us. We are here when you are awake and when you think everyone else is asleep.
These are the words of Maria Townsend, a clinical lead who works for the CWP First Response Service. However, they are not just the views of one person. They demonstrate the culture of a service that has grown following the launch of the 24/7 mental health crisis line in April 2020.
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Crucially, the CWP service is all-age and open to anyone - which sets it apart from many similar services across the country.
Sue Jenkins, First Response operational lead, explains:
Ever since we launched the crisis line our aim has been to provide the best, most caring and efficient service possible, whilst looking at ways to bring all urgent care functions together. We needed to ensure that we strengthened our responsiveness to people whether they call us, attend A&E or are seen by Ambulance or Police colleagues.
In response we have now launched the new First Response Service - a 24/7, community-based team who provide rapid assessment to people experiencing a crisis or mental distress. The service joins the 24/7 crisis line with NHS 111, the North West Ambulance Service, Police as well as CWP’s own Crisis Resolution Home Treatment Teams, Liaison Psychiatry, Street Triage, Criminal Justice Liaison and the Hospital Alcohol Liaison Service.
The service works alongside four crisis cafes to support people in the best place for them:
• Birkenhead, Wirral
• Chester, Cheshire West
• Crewe, Cheshire East
• Macclesfield, Cheshire East
Sue continues:
“In practice this means First Responders will react 24/7, 365 days a year to urgent requests for mental health assessment in the community and within A&E. They are able to determine the next best step for someone who is in need of urgent mental health attention or in crisis. If a call comes in, our call handlers firstly take down details of the call whilst establishing the safety of the caller. Following triage, they can then refer to a robust directory of services to best care for the individuals needs and if required, can more readily refer into specialist secondary NHS care .”
Louise Smith, team manager for CWP’s Children and Young People Crisis Line and Urgent Support Team, says:
This approach is just as important for children and their families as it is for adults. When a young person is experiencing severe mental health issues it is a traumatic experience for both themselves and their loved ones. It is vitally important that responsive, compassionate support is provided as efficiently and safely as possible.
The value of joining with wider urgent response services is undeniable as Maria Townsend explains:
The value of the all-age First Response Service is huge. Once a person calls the service, they are speaking to the same qualified staff that they would have been doing had they gone to A&E but in an environment that they’ve chosen for themselves. If someone needs urgent care, we can respond to that appropriately with our Crisis Home Treatment specialists, as well as having those direct links to inpatient services if needed.
Louise states:
If anyone feels they are isolated in coping with their mental health – whatever their age – they should know that they are not alone. A helpful team of call handlers, backed up by a wider team of experts in their field are on hand to provide support. We are here when you need us.
Log on to: www.cwp.nhs.uk/crisis for locations and opening times.
