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News : NHS Provider Join Forces with Police to Improve Support for People with Mental Health

#contactcenterworld

London, UK, Sept 14, 2017 - NHS experts have joined Durham Constabulary’s call centre to improve the support provided to people suffering with mental health illnesses.

Tees Esk and Wear Valleys NHS Foundation Trust and Durham Constabulary have joined forces to deliver a new street triage service across County Durham.

As part of the new service, mental health practitioners will work with police officers to offer mental health advice and guidance.

Where necessary experts will attend incidents to assess the mental health of people who have come into contact with police officers.

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Commenting on the new partnership Fran Bergin, Tees Esk and Wear Valleys adult mental health locality manager said:

"Increasingly police officers can be called to incidents where people with mental ill-health might be in distress.

"Officers don’t have the knowledge or experience that health professionals might have in order to deal with such situations.

"By working alongside officers we can give advice, guidance and reassurance and make sure that the person experiencing mental health problems receives the most appropriate support and treatment as soon as possible."

Mike Barton, Chief Constable of Durham Constabulary, said:

"Having the ability to call on the skills and experience of mental health practitioners is invaluable. When someone is suffering from mental health problems sending a police officer is not always appropriate. The street triage staff will be able to quickly assess people and determine the best course of action for them and in some cases this could prevent an incident escalating."

In 2009 the Trust was one of the first in the country to pilot a street triage service in Teesside, which had a significant impact and paved the way for other similar services across the UK.

Ron Hogg, Durham Police, Crime and Victim’s Commissioner commented:

"We have seen how well other Street Triage teams have worked and how they have reduced the numbers of people being detained inappropriately under the Mental Health Act.

I have no doubt that our new partnership will have a similar positive impact, it will also help to free-up police officers to respond to other incidents, and provide a better outcome for the people who need help."

A team of three mental health staff will operate between 2pm and 12pm, seven days a week.

One member of the team will work directly in the Police Force Control Room and two will provide a mobile resource for community based assessment with police.

The new service will provide telephone support to patients and police officers/staff, as well as general mental health and mental health act information for police officers to help inform them whilst they carry out their duties.

The street triage team will also, where necessary, attend police call-outs to provide face to face assessments and sign posting for people who may require support when they come into contact with officers.

The partnership approach will equip police officers with wider knowledge and a better understanding of issues affecting those with mental health issues.

It will also make sure that people receive timely and appropriate support and allow officer time to be freed-up to attend other incidents.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.itv.com


About NHS:
Company LogoNHS Direct is a 24 hour health advice and information service provided by the National Health Service (NHS) in England. NHS Direct provides confidential access to medical information, guidance and reassurance through a range of interactive services. These include an expert telephone advice line and detailed web resources.
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About Durham Constabulary:
Company LogoDurham Constabulary is the territorial police force responsible for policing the non-metropolitan county of County Durham and the unitary authority of Darlington.
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Today's Tip of the Day - 5 Ways To Demotivate Staff

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Published: Tuesday, September 19, 2017

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2020 Buyers Guide Call Routing Optimization

 
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Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
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Lieber & Associates

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L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
PH: +1-773-325-0608
 

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