Integrated Urgent Care Eileen Sutton, Head of Service Design and Innovation (111 and Urgent Care), Healthy London Partnership Dawn Chamberlain, Chief Operating Officer, South West London St. Georges & Chair, Chief Operating Officer Forum London MH Trusts (Cavendish Square Group) 1

National NHS 111 Response to Urgent MH Care 2 National Mental Health Board established Autumn listening events in November/December 2014 – 3 for service users (covering anxiety, depression and suicide, elderly, learning disabilities, addictions and enduring mental health conditions) and 1 for health care professionals 6 MH pilots funded during 2015 as part of continued investment in the NHS 111 Learning and Development Programme, plus Ipsos MORI qualitative research also funded Briefing published in 2015 to support Crisis Care Concordat Action Plans – and-Concordat-briefing-for-local-areas-FINAL.pdf and-Concordat-briefing-for-local-areas-FINAL.pdf MH enhancements introduced for NHS Pathways, Directory of Services (guidance for commissioners on improving NHS 111 referrals), NHS 111 staff training and awareness

Learning from NHS 111 Service User Feedback 3 Service user feedback featuring within a national online training resource to improve NHS 111 staff awareness: Bridget: Sometimes I felt quite fobbed off … I’ve got to the end of the tick boxes and I’m in this ‘other’ category where they don’t feel really able to help me Charmain: When I call 111 and the person on the other end of the line sounds like a robot, it makes me feel that what I’m saying is irrelevant – it’s not important to them Reehan: I didn’t get very good advice because I think the lady on the other end of the phone didn’t really pick up on what I was trying to say … I was in a bit of a state so I wasn’t as coherent as maybe I could have been Beth: The call wasn’t handled as well as it might have been … It would have been better to build more rapport at the beginning [instead of asking all the questions] … I was in a very vulnerable position

London NHS 111 Response to Urgent MH Care 4 Improving the patient experience to ensure ‘right place, first time’ through a range of interventions, including:  Patient Relationship Manager, providing access to crisis plans to deliver personalised care  Direct referral where appropriate to 24/7 MH crisis helplines via a ‘warm transfer’ (where the NHS 111 health adviser keeps the caller on the line until they are connected to the receiving service)  Access to information on crisis care services to support referrals, via the Directory of Services using a mobile platform / search tool – MiDoS©  Innovative pilots for a NHS 111 Crisis Advice Line and PICU/Acute Bed Capacity

111 Patient Relationship Manager (PRM) 5 The London 111 Patient Relationship Manager (PRM) uses innovative cloud technology to provide 111 callers with a more coordinated experience of NHS 111, greater personalised care by retrieving patient’s crisis or care planning information and sharing with 111 clinicians in real-time. The PRM is now live with all providers for call routing and clinicians can access range of crisis and care plans including MH crisis plans. The PRM has been developed using agile project management methodology, which has enabled us to focus on specific scope in manageable chunks governed by fortnightly sprints, as well as providing a robust structure which encourages a collaborative approach using feedback from clinicians, providers and technology developers to inform the design and requirements of the system as it’s being developed. Significantly, this means we don’t have a fixed limit for linking with potential partners and the PRM is system-agnostic. We are working with a number of crisis / care plan providers across London to implement the above approach and to achieve data integration. However, we also want to link with Mental Health providers to extract crisis plans, as 111 having access to this information ensures a better patient experience. Providers can work in partnership to extract pertinent data summaries and share with downstream urgent care providers (including GP OOH providers, 111 Clinicians, LAS paramedics). NHS 111 London GPOOH Providers Care or Crisis Data Suppliers NHS 111 PRM Cloud NHS 111 London Providers

Mobile Access to Service Information 6

Innovative Pilots 7 NHS 111 Crisis Advice Line pilot: Mobilisation under way for a launch date of 30 th March The pilot will provide (where appropriate for the caller): Direct access to MH nurses in the NHS 111 call centre with special training in suicide prevention (ASIST) The MiDoS© search tool for the MH nurses to access information on a wide range of services that can help an individual in crisis, e.g. debt advice The offer of a follow-up call to check if the individual has taken the recommended action (e.g. seek debt advice) Crisis Care Capacity pilot: To provide information about PICU/Acute MH bed services To allow capacity to be updated in real time and made visible to health care professionals / other agencies NHS England funding decision awaited