People's experience of using NHS 111 for mental health crisis support
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Hundreds of people in Leeds shared their experiences or views of NHS 111’s mental health crisis support. Their voices highlight what is working, where people are being left without the help they need, and what must change to ensure NHS 111 is a safe, trusted front door to early mental health crisis help. |
When crisis calls: what people in Leeds told us about NHS 111 mental health crisis support
Published: 4 December 2025
Written by Annie King Davies
When someone reaches out in a mental health crisis, the response they receive can be life-changing. People told us NHS 111 has the potential to be a vital intervention service, helping people to get support before their situation escalates.
Between December 2024 and August 2025, we heard from 371 people about their experience of using, or not using, NHS 111’s crisis support. Their experiences varied: while some found call handlers to be understanding and the support to be helpful, others described long waits, accessibility barriers, and difficulties being directed to onward support to keep them, or their loved one, safe.
This report sets out what people told us, what needs to change, and what has already been improved as a result of people’s feedback. We have worked with Nottingham Community Housing Association (who staffs the phoneline), West Yorkshire Integrated Care Board (the service commissioner’s), and Leeds and York Partnership Foundation NHS Trust (who provide the majority of adult mental health services in Leeds) to make changes to improve the service – including updating signposting materials, strengthening call handler training, and promoting the service.
Highlights
A strong NHS 111 offer could greatly improve opportunities for timely intervention, reduce A&E attendance, and build trust in crisis services.
57% of survey respondents who didn’t use NHS 111 for support during their crisis didn’t know that it was an option.
3 in 5 people did not find the support offered by NHS 111 helpful in managing their mental health crisis.
People described inconsistent experiences with call handlers – some call handlers were described as very compassionate, while others left people in crisis feeling dismissed.
People calling on someone’s behalf, such as a carer or family member, struggled to get help for the person they were supporting.
Autistic people, culturally diverse communities, and D/deaf people told us that support is not always appropriate for them, or they were not aware of available features such, as the BSL video service.
Click on the button below to read the report.
Please get in touch if you require the report in a different format. Either call 0113 898 0035, email info@westyorkshirehealthwatch.co.uk or text 07717 309 843.