Crisis Line Practitioner

3 months ago


Sidcup, United Kingdom Oxleas NHS Foundation Trust Full time

The service is a direct access point to mental health services over twenty four hours for those experiencing mental health crisis, to provide an alternative to attendance at Accident and Emergency and prevent the need for admission. The service will accept calls / referrals from people who are experiencing mental health crisis, including current service users / carers, as well as referrals from NHS111 to facilitate warm transfer to mental health of patients who are high risk. It will work with London Ambulance Service to accept referrals of patients in mental health crisis who do not require emergency physical healthcare interventions. The role of the service will be to divert patients away from unnecessary A+E attendance / admission or to support admission if unavoidable and provide assertive telephone triage assessments, support and signposting to service users and carers.

Based on triage assessment and risk stratification, the service will offer face to face assessment appointments to service users and signpost according to need and risk. The service will liaise with the Mental Health Liaison Teams based at Queen Elizabeth Hospital, Greenwich and Green Parks House, Bromley and work with Duty Senior Nurses to facilitate admission if unavoidable. They will also provide advice and signposting to other professionals Oxleas Crisis Line service is an improved service from the Urgent advice line. The team started in 2018 and has evolved into a more resourceful team through the crisis services enhancement projects.

Crisis Line is a point of contact for callers within the Bexley, Bromley and Greenwich areas as well as out of areas. The team aim to engage the caller over the phone, de-escalate crisis situations, signpost to other services and offer a pathway into the mental health or crisis pathway depending on the person's needs. Crisis line will aim to avoid unnecessary attendance to A&E department when safe to do so. Crisis Line team consist of call handlers and nursing practitioners and work in collaboration with the Crisis Home Treatment and Resolution team.

Important relationships include Police, London Ambulance Service, NHS 111, GPs, family and carers, service users and the community mental health teams The team operates a buddy system for supervision of staff. There is a good structure in place to provide supervision, case discussion, protected time and reflective practice. The team come together every 2-3months for Teams Day with the aim to review what is working well and how can we improve the service looking at learning from feedback and serious incidents.



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