Mental Health Conversations / Previous – Supporting People in a Mental Health Crisis on the Phone (Virtual)

Number of Capacity: 16

Course Content:

In General Practice, reception and admin teams need to be empowered to provide mental health crisis support for primary care patients when they are struggling to cope. They are often the first point of contact, answering the phone when someone is in distress and helping them access the right help quickly and safely.

This course equips GP receptionists, administrators and telephone staff to understand mental health crises so they can respond with compassion, empathy and clear boundaries. It builds confidence and skills to offer calm emotional support, provide effective mental health crisis support in primary care settings, follow escalation pathways and signpost to specialist mental health services.

The course is delivered by an experienced trainer who is a qualified mental health first aider, who will ensure the psychological safety of all who attend the course.

Expected Outcome:

• Recognise signs of emotional and mental health crisis in general practice patients.
• Respond safely and compassionately using CALM strategies during a mental health crisis.
• Use supportive, trauma?informed language with patients in distress on the phone and in person.
• Follow clear escalation pathways for patients in mental health crisis in GP surgeries.
• Signpost patients appropriately to NHS and community mental health crisis support services.
• Understand professional boundaries between reception support and specialist mental health care.
• Protect and prioritise your own wellbeing when supporting patients in emotional crisis.