People needing urgent mental health support can now ring a new NHS helpline. The new 24/7 line has been launched today and can be accessed by dialling NHS 111 and selecting option two. This is the same number people requiring physical help dial.
The new line can be used for people requiring urgent mental health for concerns themselves or about someone they know. Ministers hope it will be an alternative for many to attending emergency departments or calling the police.
The service has been gradually rolled out since November 2022 and has so far received more than 15,000 calls. The Welsh Government are hoping this will relieve pressure on emergency departments and police forces.
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Since being set up, ministers say the majority of callers have had their problems resolved through advice on self-management or been referred to local third sector groups, with a minority of callers referred to urgent mental health care services.
When people ring the service and press 2 they will be transferred to a dedicated member of a mental health team in their local health board area. From here there will be an assessment of needs and telephoned based intervention to reduce distress. Where appropriate individuals can be referred to mental health services, given self-care advice or signposted to other support.
. The majority of callers have had their problems resolved through advice on self-management or been referred to local third sector groups, with a minority of callers referred to urgent mental health care services. The public is still asked to use 999 if there is an immediate threat to life.
Last Week the Deputy Minister for Mental Health and Wellbeing, Lynne Neagle, visited St Cadoc's Hospital in Caerleon to meet the team working on the service for Aneurin Bevan University Health Board. Lynne Neagle said: “We are committed to improve mental health and access to mental health services.
“The implementation of the ‘111 press 2’ service across Wales will transform the way the NHS responds to urgent mental health issues - and it can accessed by anyone, at any time and from any part of Wales.
“We know that sometimes people need to speak to a mental health professional so they can talk through their issues and get the right support whether this be NHS Mental health services, primary care, local voluntary services or self-care advice.
“The Welsh Government wants to make access to mental health services easier and this service is part of a wider package that includes self-referral to online Cognitive Behavioural Therapy.”
The Welsh Government has provided £6m to support health boards to implement this service and achieve 24/7 coverage. Pete Brown, Head of Service for NHS 111 Wales at the Welsh Ambulance Service, which hosts the 111 service, said:
“It can be hard knowing where to turn for the right healthcare advice, especially when you or your loved one is experiencing a mental health crisis.
“Calling 111 and pressing option two will simplify all of that and connect you straight to a dedicated member of a mental health team in your local area.
“The number is free to call from a landline or mobile, even if you have no credit left. Calling 111 for mental health support will hopefully help people to manage their crisis before it escalates and requires emergency intervention.”
