Right here, right now: people’s experiences of help, care and support during a mental health crisis

Care Quality Commission
Publication year:
Place of publication:
Newcastle upon Tyne

A review of the quality, safety and effectiveness of care provided to those experiencing a mental health crisis. The report is based on feedback from almost 1,800 people with experience of a mental health crisis, along with local area inspections looking at how services work together, surveys of service providers and a review of national data. The review found that the quality of care experienced by a person in crisis can vary greatly depending on where they are and what help they require. Many people also experienced problems getting help when they needed it, and found that healthcare professionals sometimes lack compassion and warmth when caring for people who are having a crisis. Other findings include: many people will go to see their local GP first when they are having a mental health crisis - the majority (60 per cent) of people who visited their GP during a crisis were satisfied with the experience; most people reported that they came into contact with at least three different services when they had a mental health crisis – nearly one in eight said that they had come in to contact with between six and ten services, which indicates a need for them to work more closely together in areas; access to, and the quality of, A&E services after 5pm was not good enough – highlighting the need to for adequate and effective liaison psychiatry services across acute settings that deliver value for money, alongside improving outcomes for people who come into contact with them; the use of police cells as a ‘place of safety’ for people in crisis has fallen significantly, but people under 18 can have problems accessing suitable places of safety - in 2013/14, nearly a third of people under 18 who were detained, were taken into police custody. (Edited publisher abstract)

Subject terms:
mental health problems, mental health services, emergency health services, general practitioners, user views, surveys, inspection, crisis resolution, severe mental health problems;
Content type:
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