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A 12-month pilot scheme offering expert advice, assessment and support for young people and adults experiencing mental health problems is running 24/7 across Hampshire and the Isle of Wight via the NHS 111 helpline. The new initiative being delivered by SCAS, Southern Health NHS Foundation Trust and Solent NHS Trust allows 111 callers who experience mental health problems to have direct access to specialised nurses in the new Mental Health Triage Service.
One patient contacted NHS 111 whilst experiencing a panic attack: “I was surprised how easily Vicky managed to calm me down from my panic attack, I was on the verge of calling an ambulance but thankfully after speaking to Vicky I no longer needed one and managed to calm myself down at home. Thank you Vicky!” Another caller who used the service commented; “It was my first time of using a service like NHS 111 and I was really impressed with how responsive the nurses were. When I phoned, I was quite nervous, but the call handler made me feel at ease.” Mental health nurses can also support GPs, other health workers and police officers who feel a person may require mental health support.
Specialised mental health nurses are able to support and give advice to people who call 111. This can range from arranging an appointment with a GP or community mental health team to an urgent crisis response. Mental health nurses also have access to patient records and crisis plans for any callers already using local mental health services. The project has received £350,000 funding from commissioners* and it aims to improve the experience for people with mental health concerns resulting in fewer ambulance calls and unnecessary hospital visits. *This encompasses the mental health programme delivery for the Sustainability and Transformation Partnership for Hampshire and Isle of Wight.
The service has already proved to be a huge success and in its first month, 95% of callers received the support they needed over the phone without the need of further interventions. The team of specialist mental health nurses who provide the service have been able to support patients by: »» Telephone consultations and offering self-help guidance »» Referring people to community mental health teams »» People being supported in their homes Before the new mental health triage service was in place people would have often gone to local emergency departments, or have been sent an ambulance and in some cases detained under the Mental Health Act by police officers.