Service overview
If you’re suffering from a serious mental health problem or mental health crisis, we can assess you in your home and, where possible, we’ll provide treatment so you can avoid being admitted to hospital.
If it isn’t possible to treat you in your home, we’ll refer you to our mental health inpatient services.
If you feel you’re at risk of harming yourself or others, please call 999 straight away.
We also work with mental health inpatient services to support discharge from hospital.
Accessing our service
We are available 24/7, all year round (including bank holidays), to provide support in your home or elsewhere in the community.
Our service is for adults aged over 18 who are experiencing a mental health crisis or need urgent support to avoid a crisis.
You can refer yourself or you can be referred by a family member, friend, carer, or professional, such as an NHS 111 call handler, GP or other healthcare professional, police officer, paramedic, or mental health charity worker.
To refer someone or yourself to our service:
- call 111
- call 0800 129 9999 (please listen carefully to the options to make sure you are connected with the team in your area)
- text 07520 667 111 (for those who may find it difficult to communicate their needs verbally)
In an emergency, call 999.
After our first visit, we will make a plan for ongoing care. Depending on your preferences, we will also contact you by:
- phone calls – for updates, organisation, or urgent communication
- text messages – for appointment reminders or brief updates
- letters – for non-urgent communication or when digital access is limited
Preparing for an assessment
Your assessment is an important step in finding the right support for you. It may take place in your home or at one of our sites.
The assessment lasts up to an hour and involves:
- talking about your current mental health and any urgent concerns
- reviewing your personal and medical history to better understand your needs
- exploring any support systems you have in place
- developing a plan to ensure your safety and wellbeing
This is a private process, but you can have a family member or support person with you.
Please have available for the the assessment:
- a list of all your current medications, including dosages and how often you take them (this helps us get a clear picture of your treatment and any potential side effects)
- details of any recent medical or mental health appointments or hospital visits, if relevant
- notes to remind you about any concerns or symptoms you’d like to discuss
Managing your health
As part of your care, we want to make sure you have access to tools and resources, such as the following strategies, that support your wellbeing.
Mindfulness
Practising breathing exercises, grounding techniques, or guided meditation can help manage anxiety and distress. The Mind website offers practical tools and exercises:
Crisis coping strategies
If you experience suicidal thoughts, we will work with you to create a safety plan that can help you stay safe.
In addition, Mind provides guidance on how to manage during a mental health crisis, including how to get through the next few hours.
Your e-Health Passport
Your e-Health Passport lets us know what's important to you - from your preferred name and pronouns to how you'd like us to support you and communicate with you.
Learn moreContact us and FAQs
Crisis Resolution and Home Treatment Team
Contact number: 0800 129 9999 Please listen carefully to the options to connect with the team in your area.
Frequently asked questions
What tests will be carried out during a visit?
As part of your assessment and treatment, physical investigation may be required at some point during your care.
What advice can you give to caregivers?
- Be present and listen: Sometimes, just being there and listening without judgment can make a big difference.
- Encourage professional support: Help your loved one stay connected with their care team and attend appointments.
- Look after yourself: Supporting someone in crisis can be emotionally demanding. Resources like Rethink Mental Illness offer advice and peer support for carers.
There is carer support available, please contact a member of the team to find out more.
We can also help you with
Is there any information for friends, family and carers?
If you’re a family member/carer or you look after someone, there’s practical, financial, and emotional support available to you from a range of local communities and national organisations.
How do I request an interpreter?
We can provide language translation and interpretation support whenever you visit or contact us.
Tell our staff which language you prefer to use, and we will make sure the right communication support is in place for your assessment and treatment. Please let us know as early as possible so we can ensure the appropriate translation or interpreting support is available.
We offer a range of professional services to ensure everyone can understand and be understood:
- telephone interpreting
- video remote interpreting (VRI)
- face‑to‑face interpreting
- written translation
- British Sign Language (BSL) interpreting
How can I get information in an accessible format?
Anyone with a disability, impairment, or sensory loss has the right to receive information in a format that meets their needs. Under the Accessible Information Standard (AIS)—a legal requirement for all health and adult social care providers—we must ensure that people who use our services, including carers and families, can understand the information we provide and communicate effectively with us.
We can offer information in a range of accessible formats, including:
- British Sign Language (BSL)
- large print
- braille
- audio
- easy Read
- text message
- face‑to‑face support with a carer or advocate present
If you need information in any of these formats, please tell a member of our team and we will make sure your communication needs are met.
Are service dogs allowed to my appointment?
Yes. You are welcome to bring your registered service animal, such as a guide dog, hearing dog, medical alert dog, or other trained assistance dog to your appointment.
These animals are recognised as essential support and are permitted in most areas of our services.
To help us prepare, please let the team know before your appointment if you will be attending with a service animal. This allows us to make sure the environment is safe and comfortable for you, your animal, and other patients.
Please note that service animals may not be able to enter certain restricted clinical areas for safety or infection‑control reasons, but we will always work with you to find an appropriate alternative.
Treating our team with respect.
Respect is important.
We will be polite and kind and we expect that you treat our staff in the same way.
Abuse, hate and discrimination against our staff is unacceptable.
We will take strong action against anyone who is verbally, racially, physically, or sexually abusive to them.
This includes contacting the police to prosecute, and stopping future access to our healthcare services.
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