A partnership between NHS 24, Police Scotland, and the Scottish Ambulance Service (SAS) ensures anyone who needs urgent mental health support will be directed to the most appropriate service for their needs.
Termed the ‘Mental Health Pathway,’ the collaboration between the three services means that people phoning 999 with non-emergency mental health concerns are now referred to NHS 24’s Mental Health Hub.
This is staffed by Psychological Wellbeing Practitioners and Mental Health Nurses who are highly trained to help patients in mental distress. The Mental Health Hub is designed to support people who need urgent mental health support, where emergency intervention is not required.
The Hub can also be accessed by phoning 111. As well as helping people with their immediate care needs, specialist staff can also refer people to local services. They’ll then get further assessment and treatment if needed. Although most people can be helped immediately and supported with self-care techniques.
Dr Ron Cook is NHS 24’s Medical Director. He details the aims of the Mental Health Pathway and why it became essential for NHS 24, Police Scotland, and Scottish Ambulance Service to work together to provide more effective urgent mental health support for patients: “It is imperative that anyone in mental health crisis or distress can quickly and easily connect with professionals who are experts in that field. Within office hours, patients seeking help with their mental health should contact their own GP.
“However, during the out of hours period, such as evenings and weekends, it is common for patients to be unsure of where to access mental health support. Many will often reach out for help by dialling 999, which may not be the most appropriate care route for them.
“The Mental Health Pathway was set up to streamline the process for anyone needing urgent assistance with their mental health, and aims to make all callers feel supported, understood, and cared for.
“This project has led to a better experience for individuals experiencing mental illness or distress, but also has the added impact of reducing the deployment of frontline services in non-emergencies and easing the demand on emergency services.”
The Mental Health Pathway was developed as a response to actions from the Scottish Government’s Mental Health Strategy 2017-2027, which aims to improve mental health services and outcomes for people in Scotland by providing a comprehensive and integrated approach to mental health.
NHS 24, Police Scotland, and SAS’ partnership went live operationally in 2020, and since then, the project has undergone various evaluation phases and gradual roll-out to thoroughly test processes to ensure patient safety.
2024 has marked a significant milestone for the Mental Health Pathway as over 91% of Police Scotland staff are now trained in the transfer process, with work ongoing to train 100% of applicable staff, secure the pathway as business as usual, and ensure all Police Scotland and SAS staff have awareness of and confidence in transferring mental health callers appropriately.
Anna is a Senior Charge Nurse in NHS 24’s Mental Health Hub, she explains the benefits to patients: “It is great that patients now come directly through to us if they need urgent assistance with their mental health, as it means that they are not waiting for lengthy periods at A&E which may not be the most suitable place for their needs at that time.
“It is so important that we are providing safe and effective care for all patients, and the development of the Mental Health Pathway means that people are getting the help they need at the right time by right person.”
The collaboration between NHS 24, Police Scotland, and SAS not only has a positive impact on patients. The Mental Health Pathway has also meant that police and ambulance staff are no longer deployed unnecessarily to calls regarding mental health unless there is an immediate threat to life.
This change has meant that staff from these services now have more time to perform their core roles.
Notably, Police Scotland data has recorded that 17,413 officer hours were saved over a ten-month period and 99% of their staff confirmed they felt confident making referrals and using the Mental Health Pathway following their training.
Chief Superintendent Matt Paden leads Police Scotland’s Mental Health Taskforce, he said: “Our work around policing’s response to mental health seeks to reset the parameters of policing’s contribution to a system wide response to ensure people get the compassion, help, and support they need and deserve from those best able to provide it.
“Our colleagues in the Mental Health Taskforce and C3 Division have worked closely with partners in NHS 24 and Scottish Ambulance Service to deliver the Mental Health Pathway over a period of years.
“Their important work demonstrates the benefits of referring those in mental health crisis to services best able to meet their needs. This can provide better outcomes for individuals and communities, better value to the public and enable officers to tackle threat, harm and risk and prevent crime.
“Further development and evaluation will continue, but I am grateful to all of those involved in the successful implementation and delivery of the Mental Health Pathway.”
Catherine Totten, Head of Service for Mental Health and Dementia at the Scottish Ambulance Service (SAS) said: “SAS supports people in mental health crisis and distress 24 hours a day, 365 days of the year, and we are committed to improving the outcomes and experience for these service users.
“The Mental Health Pathway allows us to directly transfer non-emergency callers to mental health trained clinicians in the NHS 24 mental health hub, ensuring those in crisis receive the right care at the right time.”
