Universal Crisis Team East and West Cumbria

We hope this leaflet will provide you with information that you need whilst in contact with the Universal Crisis Team. If you are not sure about anything in this leaflet please ask a member of staff.

The Universal Crisis Team is a team of experienced mental health staff, which includes nurses, occupational therapists, support workers, psychiatrists and pharmacy staff. We offer assessment and home treatment for people experiencing a mental health crisis, as an alternative to hospital admission.

The team operates 24 hours a day 7 days a week. However, the crisis team does not provide an ‘emergency’ service such as a 999 response.

Mental health crisis can mean different things to different people. Crisis causes a significant disruption to your life and your ability to function. It may be an existing problem suddenly getting much worse or the first experience of a psychiatric problem due to major life events.

You have been referred to the Universal Crisis Team because it is felt that the team can help in deciding what support you need. You, your carer, relative or health professionals can contact the team for advice provided you have given consent.

The team can be contacted on 111, 0300 123 9015 or Freephone 0800 652 2865 and we are available 24 hours per day, 7 days per week.

If you are Deaf text: 07795 656 226

The Universal Crisis Team will be happy to consider the following if required:

• You can have your family or someone close with you during your appointment
• We can organise an interpreter if English is not your first language
• The time and venue of the appointment can be negotiated

Once you have been referred to the team, we will contact you as soon as possible, normally by phone to arrange a convenient appointment.

We will meet with you to complete an assessment, if required. This is normally carried out by one or two experienced health care professionals who will talk with you about your current situation and how you have coped with similar situations in the past. We will also ask you about your health, lifestyle and medication.

We will then discuss options to try to resolve the crisis, a summary of this assessment will be sent to your GP.

You can have a family member, friend or carer present during the assessment to offer support. This may also help us to further understand your situation. We will work with you until the crisis is resolved.

If you are under the influence of alcohol or drugs at the assessment it may not be possible or appropriate to carry out the assessment at that time and alternative arrangements will be made.

Home Treatment will involve regular contact with the Crisis Team either at home or at a more suitable venue of your choice, as well as telephone support.

When you begin home based treatment, the team will agree a treatment plan with you and, where appropriate, your carer, family or close friends.

The Crisis Team operates 24 hours a day so you are likely to see several different clinicians during your treatment.

Crisis staff will discuss the frequency of your visits which will be agreed in your treatment plan.

This may involve:

• Intensive support managing your crisis situation
• Helping you manage your condition
• Offering practical support or direct you to other services that can help
• Where appropriate offer support for your carers and family to relieve stress.
• Respond to the need of carers, which may include referral for a Carers Assessment
• The Crisis Team will monitor and review your medication, where appropriate.

If you are admitted to hospital we will try to make your stay as short as possible. You will be given information about the ward and contact details for your friends and carers.

We will start to plan and prepare for your discharge as soon as you are admitted because we recognise that people can recover more quickly if they are treated in their own home with familiar surroundings and their family and friends close by.

You will be allocated a primary worker who will lead your care during your engagement with the team. Primary workers ensure that everyone seen by the team has an assessment, a plan of care and a regular review of that plan. You will be given a copy of your plan of care.

The crisis team will work hard to try and make sure you are seen by the same members of the team during your care. However, there may be times when this isn’t possible. All team members will have read your care record so will know why you need to see us.

There may be instances when you or others are deemed to be at risk, making it necessary to share this information with other professionals.

All crisis teams are aware of ‘Common sense Confidentiality’ to guide them about dealing with the concerns expressed by relatives or carers. Please ask a member of staff if you would like a copy of this leaflet.

Before discharge from the Crisis Team a plan will have been discussed with you regarding any referrals or follow up care that is appropriate for your needs.

A copy of your assessment and discharge summary will be sent to your GP.

Where appropriate, relatives and carers are often part of the initial assessment and are often involved in the following home treatment sessions.

We will offer a ‘Getting to know you’ appointment during which we discuss your needs as a carer and can put you in touch with local carers support networks who will offer a Carers Assessment on request.

Cumbria, Northumberland, Tyne and Wear NHS Foundation Trust has a Carer Promise. Please ask a member of staff if you or your carer would like a copy of this booklet.

Trust staff carry devices that can monitor and record abusive behaviour. They can alert and receive support from emergency services and the recordings may be used in court proceedings.

You are able to access the team 24 hours a day to discuss your care.

Your care plan will be completed together with you, this will include focusing on factors from your past which may be affecting your mental health, factors happening presently that may be affecting your mental health and goals you would like to work towards in order to see an improvement in your overall mental health.

This plan will be reviewed regularly with you with a view to you being discharged from the crisis team once an improvement has been made. It may be that your care is transferred to a different service following on from the crisis team; you will be fully involved in the discharge process.

If you want to make a comment, suggestion, compliment or complaint you can:

• talk to the people directly involved in your care
• ask a member of staff for a feedback form, or complete a form on the Trust website
• telephone the Complaints Department Tel: 0191 245 6672
• email [email protected] Please note that information sent to the Trust via email is sent at your own risk

We are always looking at ways to improve services. Your feedback allows us to monitor the quality of our services and act upon issues that you bring to our attention. You can provide feedback in the following ways:

• the quickest way for you to do this is to complete our short online survey at www.cntw.nhs.uk/poy
• complete a Points of You survey, available on wards, reception areas or from staff
• other options for sharing your feedback and experience www.cntw.nhs.uk/yourfeedback

Patient Advice and Liaison Service (PALS)
PALS provide confidential advice and support, helping you to sort out any concerns that you may have about any aspect of your or your loved ones care.

We act independently when handling patient and family concerns, liaising with staff, managers and, where appropriate, relevant organisations, to negotiate prompt solutions. If necessary, we can also refer patients and families to specific local or national-based support agencies.

North of Tyne
Tel: 0800 032 0202
Email: [email protected]
Post: FREEPOST PALS

South of Tyne
Tel: 0800 328 4397
Text: 07825 061 035
Email: [email protected]
Post: Patient Advice and Liaison Service, Garden Lodge, Hopewood Park, Ryhope, Sunderland, SR2 0NB

9am – 4.30 pm, Monday to Friday
An answerphone is available at all times for you to leave a message. A member of the PALS team will aim to return your call as soon as possible.

PALS – (Patient advice and liaison service)
Telephone: 0800 328 4397
Provides information and advice about local NHS services and support organisations and helps sort out problems with NHS services

People First – NHS Complaints Advocacy
Telephone: 0300 303 8037
This service helps you to raise complaints about treatment that you have received from the NHS.

Cumbria, Northumberland, Tyne and Wear NHS Foundation Trust
Telephone: 0191 246 6800

The Lived Experience Service
Telephone: 01670 501 816
Involving patients, carers and their families in making decisions about their care, can lead to better outcomes and a better overall experience. The Lived Experience Service co-ordinate and facilitate involvement, as well as providing training and support to those who wish to help the Trust shape service design and delivery.

To find out more information visit our webpage: www.cntw.nhs.uk/involvement or email: [email protected]

Cumberland Council Adult Social Care
Telephone: 0300 373 3732

Westmorland and Furness Council Adult Social Care
Telephone: 0300 373 3301

Cumbria Alcohol and Drug Advice Services (CADAS)
Telephone: 0300 111 4002 or Helpline: 0800 254 5658
Works with individuals and communities to reduce the harm caused by substance use across Cumbria.

Recovery Steps Cumbria
Telephone: 01900 512300
Recovery Steps Cumbria provides support by staff and volunteers who have lived experience of drug and alcohol use.  They also offer support to friends, carers and family members.

The Light House
Telephone: 0300 561 0000
This service offered by Carlisle Eden Mind is a crisis support centre, based in Carlisle. It is a calm, safe and comfortable place for people in Carlisle and Eden, to visit when they are experiencing a mental health crisis, feeling unsafe or finding it hard to cope.

Carer Support Cumbria
Supporting carers through Assessments, Support Plans, Health and Wellbeing Support, social activities and associated personalised support services. Telephone their local service using the numbers below.

• Penrith: 01768 890 280
• Carlisle: 01228 580 214
• Furness: 01229 822 822
• West Cumbria: 01900 821 976

Alzheimer’s Society Dementia Connect support line
Telephone: 0333 150 3456
Mon to Wed – 9am to 8pm, Thur to Fri – 9am to 5pm, Sat to Sun – 10am to 4pm
Dementia support and advice.

Childline
Telephone: 0800 11 11
Childline is open 24 hours a day and 7 days a week
Available to listen and support you with anything you’d like to talk about.

Dementia UK
Telephone: 0800 888 6678
Monday to Friday 9am to 9pm and Saturday to Sunday 9am to 5pm
The service can support you with advice, one-to-one support, and practical information.

MIND infoline
Telephone: 0300 123 3393
9am to 6pm Monday to Friday (except for bank holidays)
Provides an information and signposting service.

NHS website
www.nhs.uk
Information about conditions, treatments, local services and healthy lives.

No Panic Helpline
Telephone: 0300 772 9844 10am to 10pm every day
Support for 13 – 20 years old who need help with anxiety, panic, phobias, obsessive compulsive disorder or any other anxiety related problem.

Rethink Advice Service
Telephone: 0808 801 0525 9.30am to 4pm Monday to Friday
Offers practical help on issues such as the Mental Health Act, community care, welfare benefits and carers rights. We also offer general help on living with mental illness, medication and care.

The Samaritans
Telephone: 116 123 24 hours everyday
Support if you need someone to talk to.

Saneline Crisis Line
Telephone: 0300 304 7000 4pm to 10pm every day
Offers specialist emotional support, guidance and information to anyone affected by mental illness.

SupportLine
Telephone: 01708 765 200
Tuesdays, Wednesdays, and Thursdays from 6pm to 8pm
SupportLine provides a confidential helpline offering emotional support on any issue. The Helpline is primarily a preventative service and aims to support people before they reach the point of crisis.

West Cumbria Universal Crisis Team
Unit 17, Lillyhall Business Centre, Jubilee Road, CA14 4HA

East Cumbria Universal Crisis Team
The Carleton Clinic, Carlisle, CA1 3SX

Single Point of Access Line

• Telephone: 111 and select the mental health option or
• Freephone: 0800 652 2865 or
• Telephone: 0300 123 9015

If you are deaf

• Text 07795 656 226 or
• Telephone: 18001 111 using the Relay UK app or a textphone
• signvideo.co.uk/nhs111

Further information about the content, reference sources or production of this leaflet can be obtained from the Patient Information Centre. If you would like to tell us what you think about this leaflet please get in touch.

This information can be made available in a range of formats on request (Braille, audio, larger print, BSL or other languages). Please contact the Patient Information Centre telephone on 0191 246 7288.

Published by the Patient Information Centre
2025 Copyright: Cumbria, Northumberland, Tyne and Wear NHS Foundation Trust
Ref: PIC/859/0525 May 2025 V5

Website: www.cntw.nhs.uk – Telephone: 0191 246 7288

Review date 2028