When crisis calls: What people in Leeds told us about NHS 111 mental health crisis support
Summary of report content
Between December 2024 and August 2025, Healthwatch Leeds heard from 371 people about their experience of using, or not using, NHS 111’s crisis support. Their experiences varied: while some found call handlers to be understanding and the support to be helpful, others described long waits, accessibility barriers, and difficulties being directed to onward support to keep them, or their loved one, safe.
A strong NHS 111 offer could greatly improve opportunities for timely intervention, reduce A&E attendance, and build trust in crisis services.
57% of survey respondents who didn’t use NHS 111 for support during their crisis didn’t know that it was an option.
3 in 5 people did not find the support offered by NHS 111 helpful in managing their mental health crisis.
People described inconsistent experiences with call handlers – some call handlers were described as very compassionate, while others left people in crisis feeling dismissed.
People calling on someone’s behalf, such as a carer or family member, struggled to get help for the person they were supporting.
Autistic people, culturally diverse communities, and D/deaf people told us that support is not always appropriate for them, or they were not aware of available features such, as the BSL video service.
You can read the report here.