The Universal Crisis Team helps people in Northumberland and North Tyneside who need urgent mental health support. They can offer quick advice, assessment and support to help keep people safe.
Welcome to the Universal Crisis Team. This leaflet gives you the information you need while you are getting support from our team.
If there is anything you do not understand, please ask a member of staff.
The Universal Crisis Team helps people with their mental health. They help people who are in a crisis and need urgent support.
The team has trained staff. This includes nurses, doctors, social workers and other staff who can help.
They can:
- talk to you about how you feel
- check what help you need (assessment)
- support you at home, instead of going into hospital where possible
- offer help like talking support and medication
A mental health crisis can mean different things for different people.
A crisis is when your life feels very hard to manage.
It can make it difficult for you to cope or do everyday things.
This might happen when:
- a problem you already have suddenly gets much worse
- you have a new mental health problem
- something big happens in your life that is upsetting or stressful
This service is for all ages of people who are having a mental health crisis.
You may feel:
- very upset or overwhelmed
- unable to cope with everyday life
- unsafe or at risk
If you feel like you might hurt yourself or someone else, please ask for urgent help. The service can help you get the right mental health support.
Your GP (family doctor) or another service may ask us to help you.
You, your family, carer or a professional can contact us for advice.
Call NHS 111 and choose the mental health option. This service is available 24 hours a day, 7 days a week.
A mental health professional will listen to you and help you find the right support.
We are not an emergency service. We cannot respond like 999.
Your first appointment/assessment
We will contact you to arrange an appointment. We will try to agree a time and place that works for you.
At the appointment, we will talk with you about your mental health and the help you need.
We will talk about:
- how you feel now
- what has happened before
- your health
- your daily life
- any medicine you take
You will usually see two members of staff.
We use national guidance to decide how quickly you need to be seen. If it is very urgent, we aim to see you within 4 hours. If it is urgent, we aim to see you within 24 hours.
You can ask to see a male or female member of staff. This may not always be possible. We can arrange an interpreter if you need one.
You can bring a family member, friend or carer with you for support.
If you have used alcohol or drugs, it may not be safe to do the appointment. We may need make another plan with you.
Ongoing support
After your appointment, we will agree how we can help you.
We will talk with you about what help you need and make a plan together.
This help may include:
- regular contact at home, another place, or by phone
- help to manage your mental health
- advice about other services that can support you
- support for family members or carers, if this is needed and agreed
- checking your medicine and physical health, if needed
We will work with you until you are feeling better and the crisis has passed.
Reviews and leaving the service
We will review your care regularly to make sure it is helping you.
You can tell us what is working well and what may need to change.
When the crisis has passed and you no longer need our support, we will talk with you about leaving the service.
We will agree a plan for any care or support you may need next.
We will also send a summary of your care to your GP (family doctor).
If you need to go into hospital, we will try to keep your stay as short as possible.
You will be given information about the ward and how your family, friends or carers can contact you.
We will start planning for you to leave hospital as soon as possible.
Many people recover better at home. This is because they are in a familiar place and near people who support them.
The team works 24 hours a day. You may see different staff during your care.
We will talk with you about how often we will visit or contact you. This will be in your care plan.
You will be given a copy of your care plan.
Before you leave the Crisis Team, we will talk with you about what support you need next.
This plan will say what care and support you may need after the crisis has improved.
We will also send a summary of your assessment and discharge plan to your GP (family doctor).
If you have home treatment, you will have a care plan. We will review this plan with you.
My Plan of Care
You can contact the team 24 hours a day to talk about your care.
We will check this plan with you while you are having home treatment.
Before you leave the Universal Crisis Team, we will talk with you about any other care or support you may need.
We will send a copy of your assessment and leaving summary to your GP (family doctor).
You can contact the team 24 hours a day to talk about your care.
Use this space to write down your plan.
We will check this plan with you while you are having home treatment.
Before you leave the Universal Crisis Team, we will talk with you about any other care or support you may need.
We will send a copy of your assessment and leaving summary to your GP (family doctor).
We understand that family members, carers, or other people who support you may be important to your recovery.
With your permission, the team can involve your family, carers, or supporters in your care. This may include inviting them to appointments or sharing information that helps them support you.
We will always respect your choices and your right to privacy. We will only share information with other people if you agree, unless there is a serious safety concern.
The Trust has a Carer Promise. Please ask a member of staff if you or your carer would like a copy.
Carers may also be offered information and signposting to services that can support them in their caring role. A range of resources are available at www.
Carers can ask for a carer’s assessment. We can help put carers in touch with local carer support services.
Appointments
Appointments are usually arranged by the team. This may be by letter, phone call, text message, or other agreed method.
Appointments may take place at a clinic, in your home, or by phone or video call, depending on your needs and what has been agreed with you.
Staff may carry a safety device when they visit you. The device can record abusive behaviour. It can also call for urgent help if staff need it. Recordings may be used as evidence in court.
If you cannot attend an appointment
If you cannot attend an appointment, please contact the team as soon as possible to let us know. This helps us offer the appointment to someone else and arrange another time for you.
If you miss appointments and do not tell us, we may need to review how we support you.
Contacting the Team
The team will explain the best way to contact them and the hours they are available. This may include phone or email.
If you need help outside of these hours or in an emergency, you should contact your GP, NHS 111, your local crisis service, or call 999.
Being involved in decisions
You have the right to be involved in decisions about your care and treatment. The team will listen to you, explain your options, and answer any questions you may have.
We will work with you to agree what support is right for you, based on your needs, wishes, and goals.
Consent and confidentiality
Your information is kept private and confidential. This means we do not share information about you without your permission.
We will ask for your consent before sharing information with family members, carers, or other services, unless there is a serious concern about safety.
You can ask questions at any time about how your information is used.
In some situations, we may need to share information with other professionals if there is a serious risk to you or someone else.
Before you leave the service, we will discuss any referrals or follow-up care that may be right for you.
Interpreters, accessibility, and reasonable adjustments
We want to make sure you can access our service in a way that works best for you.
Interpreters can be provided if you need support with language or communication. Information can also be made available in other formats, such as large print or easy‑read.
Please tell the team if you need any changes to help you access the service, such as extra time during appointments or support with attending appointments.
Second opinion
You can ask for a second opinion. We will talk with you about the options and help arrange this where appropriate.
Seeing your health care records
You can ask to see your health care records by contacting the CNTW Disclosures Team. Telephone: 0191 246 6896. Email: disclosures
Advocates
An advocate is someone who can help you have your say. Please ask the team if you would like more information about advocacy support.
All our main outpatient departments are easy to reach by public transport.
If you need help planning your journey please ask us when booking your first appointment or contact the Traveline office and website:
Telephone: 0871 200 22 33
Website: www.
Some people receiving benefits may be able to claim back travel costs. Please bring proof of your benefits and photo ID with you.
Comments, suggestions, compliments or complaints
You can talk to a staff member or use the contacts listed below.
See other ways to give feedback at
www.
Your Voice
You can use this email to tell us what you think about your care. This can
be good or bad. You can also ask us to tell you what happens after you
send feedback.
Email: yourvoice
Comments and complaints
If something went wrong, please tell us. This will help us improve services.
Email: complaints
Phone: 0191 245 6672
Write to: Complaints Department, Cumbria, Northumberland, Tyne and Wear NHS Foundation Trust, St Nicholas Hospital, Gosforth, Newcastle upon Tyne, NE3 3XT.
Patient Advice and Liaison Service (PALS)
PALS is a free and confidential service. They help if you have worries about your care. They support patients, families, and carers.
North of Tyne
(services in Newcastle, North Tyneside, Northumberland and North Cumbria)
Email: pals
Phone: 0800 032 0202
South of Tyne
(services in Sunderland, Gateshead, South Tyneside and Lotus Ward, Middlesbrough)
Email: pals
Phone: 0800 328 4397
Opening times: Monday to Friday, 9am to 4.30pm. An answerphone is available at all times. A member of the PALS team will aim to return your call as soon as possible.
There are many local and national organisations that can offer information, advice and support.
- Mental health self help guides – www.
selfhelp.cntw.nhs.uk - NHS website – www.
nhs.uk - Local community organisations may also offer support. The team can help you find these resources.
Universal Crisis Team – Northumberland and North Tyneside
St George’s Park
Morpeth
Northumberland
NE61 2NU
You can also call NHS 111, option 2 for urgent health advice at any time. This service is available 24 hours a day, 7 days a week.
You’ll speak to a mental health professional who will listen and help you find the right support.
If you are Deaf or have communication difficulties, you can contact us in a crisis 24/7 by:
- Texting 07860 064 775
- Using https://
signvideo.co.uk/ nhs111/ - Contacting 18001 111 using the Relay UK app
Call 999 or go to Accident and Emergency (A&E) if:
- you, or someone else have harmed themselves or is at immediate risk
- there is a medical emergency and someone is seriously ill or injured
If you are not in your local area and need urgent help from a local crisis team, you can call the hospital switchboard on 0191 246 6800.
You can get more details about this leaflet from the Patient Information Centre. This includes how we made the leaflet. We can offer this leaflet in other formats. These are Braille, audio, large print, Easy Read, British Sign Language, and other languages.
We welcome your feedback about this leaflet. You can email pic
Published by the Patient Information Centre
2026 Copyright: Cumbria, Northumberland, Tyne and Wear NHS Foundation Trust
Ref: PIC/412/0825 August 2026 V13
Review date 2029
Website www.
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