NWAS

“The Trust should be grateful if you would allow us to provide an update following that meeting and within six months of the date of this letter to report the work that has been undertaken to better meet the needs of individuals such as Mr [name redacted] and those in mental health crisis in the community.”

“We identified eight issues which required attention, and specified that relevant task and finish groups would be convened to address them. These eight themes were: - A common understanding of the duties, powers and training of staff in the respective agencies in their response to demands for service from people with mental ill-health. - Improved information sharing processes through the development of the multi-agency 'Mental Health Control Room Triage' pilot service, jointly funded by NHS”

“the Trust have revised the relevant guidance in respect of incidents where call takers should remain on the line and have circulated this to all EOC Supervisors, with the following key points emphasized as direct learning from this case: e First party callers who are not alert cannot be disconnected after 10 minutes. The call takers should remain on the line.”