Reading List

A curated Reading List to support safe first-contact escalation for mental health crisis calls, online requests and front-desk contacts in general practice.

The sources below are grouped by urgent-care routes, care navigation and mental health crisis support. Always follow local protocols alongside national guidance.

1. Core Urgent Care and General Practice Sources

• NHS - When to call 999
  Core public guidance on life-threatening emergencies and when emergency ambulance help is needed. Useful for recognising when immediate emergency action is required.
  https://www.nhs.uk/nhs-services/urgent-and-emergency-care-services/when-to-call-999/

• NHS England - How to improve care navigation in general practice
  General practice care-navigation guidance, including safe processes, red flags and the boundary between navigation and clinical decision-making.
  https://www.england.nhs.uk/long-read/how-to-improve-care-navigation-in-general-practice-2/

• NHS England - You and Your General Practice
  Patient-facing expectations about general practice access and why staff may ask for information so care can be directed appropriately.
  https://www.england.nhs.uk/long-read/you-and-your-general-practice-english/

• NHS 24 Scotland - When to phone 111
  Scotland guidance on NHS 24, urgent care and when 999 is more appropriate. Useful where reception staff signpost to Scottish urgent-care routes.
  https://www.nhs24.scot/111/

• NHS 111 Wales - Mental Health and Wellbeing
  Wales guidance on urgent mental health support through NHS 111 Wales option 2, available for people of all ages at any time.
  https://111.wales.nhs.uk/encyclopaedia/m/article/mentalhealthandwellbeing

• HSCNI - Lifeline helpline
  Northern Ireland crisis-response helpline information for people experiencing distress or despair, including contact routes for callers and textphone users.
  https://www.workforcewellbeing.hscni.net/library/lifeline-helpline/

2. Mental Health Crisis Sources

• NHS - Where to get urgent help for mental health
  Public guidance on urgent mental health help, NHS 111 and emergency routes. Useful for recognising where patients may be directed when crisis wording is used.
  https://www.nhs.uk/nhs-services/mental-health-services/where-to-get-urgent-help-for-mental-health/

• NHS England - NHS 111 offering crisis mental health support
  NHS England update on access to 24/7 crisis mental health support through NHS 111 in England. Useful for understanding current crisis-access arrangements in England.
  https://www.england.nhs.uk/2024/08/nhs-111-offering-crisis-mental-health-support-for-the-first-time/

• NHS Inform Scotland - Get urgent mental health help
  Scottish guidance on urgent mental health help and the NHS 24 mental health option. Useful where reception staff work with Scottish urgent mental health routes.
  https://www.nhsinform.scot/illnesses-and-conditions/mental-health/mental-health-support/get-urgent-mental-health-help

• NICE - Self-harm: assessment, management and preventing recurrence
  Guidance on self-harm, compassionate response and assessment principles. Useful background for why self-harm contacts need prompt, respectful and safe escalation.
  https://www.nice.org.uk/guidance/ng225

Use these sources to support local protocols, staff training, escalation scripts and reflection on first-contact safety in general practice.