Recurring concern
Failure to provide the NHS 111 mental health crisis triage service
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Request correctionFirst reported 29 Sep 2023•Latest report 29 Sep 2023
What this concern includes
Includes failures to establish, implement, make available or maintain the NHS 111 press 2 mental health crisis triage service intended to provide urgent mental health advice or divert people to appropriate crisis support.
Not included
- Excludes general NHS 111 algorithm, call-handling, ambulance dispatch or response failures where the dedicated mental health crisis triage service is not the deficient process.
- Excludes broader mental health crisis-team capacity, psychiatric-bed availability and 24-hour crisis-support deficiencies unless they specifically concern provision of the NHS 111 mental health crisis triage service.
- Excludes failures in clinical assessment or treatment after the NHS 111 mental health crisis triage service has operated and provided access reliably.
- Excludes generic service implementation, commissioning or staffing deficiencies without an explicit NHS 111 mental health crisis triage connection.
- Reports
- 2
- Individual concerns
- 2
- Date range
- 2023–2023
- Stated actions
- 1
Distinct published reports
A report can raise multiple concerns
First to latest report issue date
Described in published responses
Reports over time
Reports over time
Reports about this concern issued each year.
* 2026 is projected from reports observed to 7 Sep 2026.
Most frequent recipients
Most frequent recipients
Reports about this concern sent to each recipient.
Concerns and responses across reports
Only concerns grouped under this recurring concern are included. Select any concern, action or position to view the source wording.
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Concerns raised1
Failure to implement the intended “111 press 2” mental health triage service
This report raised 4 other concerns. They are not shown here because they do not form part of this recurring concern.
Responses linked to these concernsEach statement is shown once, even when linked to more than one concern.
Actions described in response An action is something a respondent says it has done, is doing, or plans to do in response to the concern raised.1
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Action
Develop and operate a police contact protocol with NHS Wales clarifying access to urgent mental health advice and signposting to crisis teams.
Stated by South Wales Police
Respondent positions A position is what a respondent says about the concern when they do not describe a specific action.1
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Position
Police should continue using established crisis contact points for section 136 advice; NHS 111 Press 2 is not the replacement route.
Stated by South Wales Police
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Concerns raised1
Failure to provide the intended “111 press 2” replacement mental health triage service
This report raised 5 other concerns. They are not shown here because they do not form part of this recurring concern.
Responses linked to these concernsEach statement is shown once, even when linked to more than one concern.
No linked response statementsNo respondent-stated action or position is linked to these concerns in the published data.
Data last updated 7 September 2026