Anyone in crisis or concerned family members can call the NHS helpline and talk to a trained mental health professional

People in North London experiencing a mental health crisis are now among millions throughout the UK able to benefit from immediate telephone support through calling the NHS helpline on 111.

Anyone in crisis, including children, or concerned family members can now call 111, choose the mental health option, and talk to a trained mental health professional. The line is open 24 hours a day, seven days a week, 365 days a year.

North London NHS Foundation Trust’s chief operating officer Jess Lievesley said: “We opened the service at the end of March 2024. It follows the same principle as when people call 111 for support with physical health challenges, but if you press ‘2’ when prompted, you will be put through to a member of our team specialising in mental health.

“We’ll be able to give you some guidance, some help and support, there and then, so we can get you to the right place at the right time, and not have really long waits in A&E departments or have you waiting to try to get an appointment with the GP surgery in the morning, because we know how anxiety-provoking that can be and how it can make the situation worse.

“Historically, mental health services have not been the easiest to get hold of when most needed by individuals, or when people are anxious about a loved one. So, we’ve tried to make our services as easily accessible as possible. We’re here to help.”

Christiana Edwards-Aganmwonyi is a member of the North London NHS crisis team answering urgent mental health calls via 111. Reflecting on her role, she is conscious that every call is unique, based on the individual calling in. A typical shift for Christiana can include calls from people who are experiencing depression, suicidal thoughts, anxiety, and more.

She said: “My role is ultimately working out how to provide support. It’s about reassuring the caller first and foremost, then actively listening to what they are saying and also what they are not articulating, then providing the appropriate care. Sometimes the caller doesn’t need intervention, they just want someone to speak to, and we have to be mindful of that as well.”

Christiana works the night shift, from 8pm to 8am. Asked about the challenges of the job and why she does it, Christiana said: “I’m passionate about my job and helping people. I love what I do. We’re listening to and helping people in real life situations.

“We need to be able to assess and deal with situations appropriately, as we’re dealing with people who are vulnerable and quite distressed. It is possible to feel overwhelmed by what is presented to you on a call, but we are all trained for this and have a chance to take five minutes to catch our breath after a call and ensure we are capable of dealing with people next call. I feel supported by my team and senior management.”

NHS111 is available via phone (dial 111) or online. The service is also suitable for deaf people, with tailored support available via the website:
Visit 111.nhs.uk

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