Selena Cox Service Manager

We provide access via one phone number / one address for referrals into secondary adult mental health services We provide advice, information and signposting to callers, including crisis support out of hours We operate 24 / 7, 365 days a year, staffed by a team of administrators, nurses, occupational therapists, social workers and consultant psychiatrists We are based at Trust HQ in Euston What is the Single Point of Access (SPA)?

What can we offer for referrers? GPs can contact us to discuss potential referrals; they can make urgent or emergency referrals over the phone, or routine referrals by ing an MH1 form We can be contacted by telephone by non-statutory services, housing, the police and London Ambulance Service for advice and support in managing situations and to discuss potential referrals to MH services We hold a directory of local resources and third sector organisations, so we can provide signposting We have developed pathways with CNWL primary and secondary care services, so we can negotiate the journey into and through the services

Crisis Calls to the SPA We provide crisis support and advice to callers, including their relatives and carers We will talk to the person to understand the nature of the crisis and what support they need at that time Where somebody requires an urgent assessment / face to face support, we can refer directly to the local Home Treatment (Rapid Response team) We can also ask Rapid Response to attend a GP surgery where a GP is seeing somebody who has presented to them in mental distress Feedback so far from patients and carers is that they are reassured that we are a 24/7 service

SPA – the story so far Referrals Total Referrals across 5 Boroughs. Cumulative Total Nov565 Referrals Dec561 Referrals1,126 Referrals Jan666 Referrals1,792 Referrals Feb755 Referrals2,547 Referrals Urgency of Referrals – totals across 5 Boroughs EmergencyUrgent Routine Plus RoutineTotal 1201, ,547 Approximately 2/3 referrals are referred onto secondary services; 1/3 are signposted to primary care services / back to GP Total phone contacts recorded on Jade across 5 Boroughs Broken down by Borough BrentHarrHillK&CWest Nov 2,015 Contacts Dec 2154 Contacts Jan 2223 Contacts Feb 3051 Contacts TOT9,443 Contacts 2,3691,5682,0591,8621,090

The Challenges When we launched we had to ‘hit the ground running’, with only 50% of our posts recruited to Managing and screening our s is a full time task for a clinician Balancing the task of triaging referrals with managing crisis calls Lots of phone calls 9-5 Monday to Friday from people already receiving CNWL services / calls from people who are ‘testing’ the service Internal referral pathways not always clear so everything directed to the SPA (ie. CAMHS transition to adult services, ‘step-up’ referrals from Talking Therapies)

The Positives Supportive / experienced team (2 weeks training / induction prior to launch to build team ethos) Ability to get a rapid response for somebody in crisis; ie. have been able to send clinicians out to see people in distress in GP surgeries SPA has been fully involved with launch of new community model – close working with teams Positive feedback from callers – seen as a responsive service, able to make sense of pathways (internal and external); patients reassured that we are a 24/7 service Increased use of MH1 form by GPs A clinical service working out of Trust HQ

SPA – what next We are finally fully recruited to and all our new staff will be in post by the end of April We want to make further links with 3 rd sector and voluntary services, and develop further understanding of services and resources within each Borough; also continue to improve links with Police and LAS We will continue to work with the redesigned community services to provide a seamless service We welcome feedback from GPs and all our referrers / stakeholders on what is working and what is not We are working on our outcome measures and collecting both qualitative and quantative feedback

SPA contact details Telephone: (for referrals): (for feedback): Thank you Any Questions?