18 October 2016
Working with service users to improve mental health crisis line
Solutions for redeveloping Bristol Mental Health's (BMH) crisis
line are currently being explored by staff, service users and
representative groups to ensure people in mental health crisis get
the support they need faster.
Following discussions with some service users and representative
groups, we recognise that initial discussions around making changes
to the line have caused some concern. We are grateful for the
comments and feedback so far which have been very valuable in
informing the redevelopment work.
Through a specific project board, we are working collaboratively
to identify ways to improve the service. The board is made up of
service users and carers, elected officers from Bristol Independent
Mental Health Network (BIMHN), as well as staff from Avon and
Wiltshire Mental Health Partnership NHS Trust and NHS Bristol
Clinical Commissioning Group (CCG).
Currently the crisis line is being used for much more than its
intended purpose, which is to offer specialist intervention to
people in mental health crisis.
More than two thirds (66%) of callers to the crisis line are
seeking advice, general information or to check appointments. This
is making it harder for those in mental health crisis, as well as
professionals supporting those in mental health crisis, to get
The project board is therefore looking at ways in which those
with more general or administrative enquiries can receive timely
answers to their questions, whilst those in urgent, mental health
crisis can be fast-tracked for immediate support.
In the meantime, the crisis line will continue to be available
as it is now. Working together, we will ensure that people are able
to access the support or advice they need in a timely and
For more information, or to offer feedback / ideas please email