Mental Health Crisis Care Concordat Report

Healthwatch Barnsley undertook a review of how the Mental Health Crisis Care Concordat is being implemented locally and how service users experience crisis care. The Concordat is a national agreement between organisations such as health services, police, and social care to ensure people experiencing mental health crises receive timely, appropriate, and respectful support. It focuses on prevention, urgent access, quality care, and recovery. 

They gathered feedback from local people through a survey designed with service users. The survey, distributed widely in late 2015, received 60 responses, of which 34 were analysed in detail from people who had used crisis services that year. 

The findings show mixed experiences. While over half of respondents felt they received the help they needed, a significant minority did not. Many people did not know who to contact during a crisis, including some already engaged with services, highlighting gaps in communication and awareness. Responses also showed that people often first contacted their GP rather than specialist crisis services.

Experiences of care varied widely. Some respondents reported positive support, timely responses, and caring staff, while others described delays, inconsistent care, and feeling unsupported or not listened to. Roughly half of respondents did not feel supported in their recovery, and many reported poor communication, lack of involvement in decisions (especially discharge), and limited opportunity to raise concerns. 

A recurring theme was that service users often felt undervalued, with many describing staff as too busy to provide adequate attention. Some respondents also raised concerns about medication management, including side effects and not being listened to about treatment changes. Carers similarly reported feeling excluded from decisions and not informed about discharges. 

Emotional experiences during crisis care were frequently negative. Many respondents reported feeling lonely, isolated, and unsupported, although some did feel safe and supported. Stress, anxiety, and depression were the most commonly reported causes of crisis, suggesting opportunities for earlier intervention. 

Despite these challenges, there were positive findings. Multi-agency responses, particularly involving the police, were often viewed as effective and supportive when a crisis was clearly identified. Some individuals also praised aspects of care such as 24/7 availability, supportive staff, and follow-up services. 

The report concludes that there is a gap between how professionals and service users define a “crisis,” which can lead to unmet needs. Key recommendations include improving public information about services, ensuring better communication and involvement of service users and carers, strengthening early intervention, reviewing staffing levels, improving medication management, and ensuring consistent, person-centred care. Ongoing evaluation and engagement with service users are also recommended to measure improvement over time.