Mind CPSL logo

Background and aims

As part of the urgent and emergency care vanguard programme in Cambridgeshire and Peterborough, a pilot scheme commenced in September 2019 to extend the NHS 111 service to those experiencing a mental health crisis.


The pilot enabled people who are experiencing a mental health crisis to dial the NHS urgent medical advice number and chose option 2 which will put them through to a member of Cambridgeshire and Peterborough NHS Foundation Trust’s first response service.

Specially trained mental health staff will speak to callers and discuss their mental health care needs instead of them having to go to accident and emergency departments of local acute hospitals.

Outcomes and benefits

  • 97 per cent of calls to the 111 option 2 number did not need to go to A&E
  • 26 per cent fewer people overall needed to be taken to A&E by ambulance
  • 25 per cent fewer people needed A&E for mental health problems
  • 19 per cent reduction in overall A&E mental health admissions was seen.

"Ensuring that people are accessing the right service at the right time is key to reducing costs, duplication and confusion. Above all that, it means that patients will have a better experience of care and better outcomes first time."

Emma Tiffin, Cambridge and Peterborough Sustainability and Transformation Partnership Mental Health Clinical Lead

Additional information

You can find our more about the extended NHS 111 Service by accessing the mind charity article or the NHS England case study.

The aim of the ZSA Case Studies is to introduce users to a range of examples of new and innovative practice, with the broad aim of working to support people with their mental health, bring awareness to and help prevent incidence of suicide. Please seek further information by contacting the ZSA and appropriate professional input prior to making a decision over its use.

This content was developed based on information within the public domain. If you would like to update this content, contact us

For more information on ZSA case studies, please refer to ZSA Policies.

Content last updated: 28/11/2022.

If you have an example of innovative work and / or good practice that you would like to share with us, please e-mail: Contactus@zerosuicidealliance.nhs.uk