How the 111 Access Hub has transformed crisis care

111 select option 2 for mental health was a key part of the NHS Long-Term Plan for Urgent and Emergency Care Services. The change was a national ask from NHS England to all Trusts across the country. 

The aim was to make it easier for people to know where to turn for help if they were in mental health crisis, wherever they are. 

This led to the development of the CNTW Access Hub, based at Hopewood Park. 

Before 111 option 2 and the creation of the Trust-wide Access Hub, triage for crisis teams was completed by the local crisis team. 

While this worked in some ways, there were disadvantages to this model. For example, if teams were short-staffed, triage was the first area to pull staff from to support other parts of the crisis pathway. Not having adequate staff on shift led to delays in triage call backs. 

There were also differences in how each triage team operated, leading to inconsistencies and different experiences for service users depending on where they lived. 

Introducing the new way of working has led to significant improvement. Call handlers and triage clinicians are now one collective team. Having them all at one base has led to a safer, more supportive model.  There is a consistent approach to all calls and a more robust referral process. 

The team are very supportive of each other, which is particularly important when working in such a demanding environment. 

Specific training has been produced to support colleague development including:

• Triage training for clinicians 
• An induction package for all new call handlers 
• External training for call handlers on how to deal with distress callers 
• Regular reflective practice and group supervision 

The team is always looking at ways of improving. Since its inception, the team have received recognition across the organisation picking up two Staff Excellence Awards. The Access Hub won the Transforming Care Award in 2025 and in 2026 clinical lead Debbie Jackson won the Leadership Award.