Navigating Mental Health Support in East Sussex: Identifying the Road Blocks
Download (PDF 388.94 KB)Summary of report content
Between April and May 2015 Healthwatch East Sussex carried out a piece of work to investigate the role of telephone support for those in mental health crisis. They spoke to 97 people.
The aim was to seek the views and experiences of people with mental health needs, their families, carers and supporters, on what helplines are useful at times of crisis, and people’s experiences of the helplines that are available.
The findings show that many people struggle to access timely and effective support, particularly during crises. During the day, people often experience difficulty contacting local mental health teams, are asked to wait for call-backs without clear timelines, and may have to repeat their situation to multiple staff, which can increase anxiety.
Out of hours, the main option is the Mental Healthline, but this service is limited. It is primarily a listening and signposting service rather than a crisis intervention service, which means it often does not meet users’ expectations. Many people reported negative experiences, including staff perceived as uncaring, scripted or checklist-based conversations, strict time limits (typically around 20 minutes), and advice that felt unhelpful or patronising.
Access to crisis support is also limited. Many participants reported that the crisis team is difficult to access and that, in urgent situations, the only available option is to attend Accident and Emergency (A&E). Most people felt A&E is not an appropriate setting for mental health crises, highlighting a significant gap in services.
The report also identifies inequalities in service provision. For example, the Mental Healthline operates 24 hours in West Sussex but only out of hours in East Sussex, creating a two-tier system. Rural populations and specific groups such as migrants, travellers, and carers face additional barriers, including transport issues, cultural barriers, language difficulties, and lack of awareness of services.
Despite these challenges, some positive aspects were identified. Many participants valued support from voluntary organisations, peer support groups, family and friends, and in some cases individual professionals. The Samaritans and NHS 111 were also often viewed more positively, particularly for their listening approach and accessibility.
Overall, the report concludes that there are significant gaps in mental health crisis support in East Sussex. People may struggle to access help both during the day and out of hours, and the available telephone services do not always provide the level or type of support needed.
The report recommends improving the quality and training of telephone support staff, clarifying the purpose of services, improving responsiveness of local teams, reviewing access to crisis care, and considering new models such as rapid response services. It also calls for better support for carers and vulnerable groups, and for commissioners to review the availability and scope of telephone support services.