Lost in Crisis

Recommendations:

• A clear protocol should be established to keep the NHS Choices and GMMH’s websites in sync and up-to-date.
• GMMH should expand the information available on their website, making entry points to services clearer and referral pathways more transparent. 
• A lead organisation should actively facilitate the exchange of up-to-date information between hospital trusts, Greater Manchester Police, HM Prison Service, MO:DEL, and voluntary sector groups.
• GMMH should ensure critical services are well resourced, such as the Homeless Pathway team who make initial assessments and onward referrals to mental health services.
• Services need to be more joined-up and avoid turning people away without providing support, information or signposting.
• GMMH and service 6 commissioners should aim to reduce the reliance on emergency services by increasing the capacity of safe spaces in the community for short term crisis support.
• Frontline staff and volunteers at Day Centres and Housing services can play a key role in signposting homeless people to access treatments. GMMH should actively work to strengthen these important referral entry points.
• GMMH should ensure that the Gateway Service has the latest information they need (such as entry criteria) to direct referrals to the most appropriate teams within the trust. Frontline staff need to regularly update this information as this is not currently the case. A feedback procedure should also be created so that frontline services can inform Gateway if incorrect referrals are made in order to reduce future errors. 1
• The Gateway telephone triage service needs to be supported by trained clinicians from GMMH.
• GMMH should review the demand and entry criteria for Community Mental Health Teams service urgently so that users can receive timely referrals and get the support they need.
• The voices of homeless people should be listened to and their experiences valued.