Changes to the Grenfell Telephone Night Service

Published on: 9th January 2020

The Grenfell Telephone Night Service is to merge with the 24 hour Single Point of Access for Adult Mental Health (SPA) and the Grenfell Support Line, run by the Central North West London NHS Foundation Trust (CNWL) from 8pm on Monday 20 January 2020.

 

View the service change flyer.

The SPA provides one number and one e-mail address for people seeking emotional and mental health support in the area. The service helps and advises individuals themselves as well as those ringing on behalf of a friend, neighbour, family or community member.

Mary Mullix, Director of North Kensington Health Recovery at West London CCG, said: “Over the last year usage of the Grenfell Telephone Night Service has declined.  Numbers have reduced to less than a handful of calls per month, all of which have been general in nature and could be dealt with by the Single Point of Access service. As a result the NHS view is that it makes sense to merge these two similar services.” 

During the engagement West London CCG talked to a number of organisations and individuals about the service and the reasons why we wished to make the change. The majority supported the direction of travel and requested assurance that the CCG had learned from previous service changes.

The team running the Single Point of Access and Grenfell Support Line include qualified staff who are knowledgeable about the different services and options. This will enable them to direct callers to the most appropriate service to meet their needs.  The staff have received additional briefings on supporting people affected by Grenfell Tower.

West London CCG and CNWL will monitor the service post-merger to ensure the service is meeting the needs of Grenfell callers.

To confirm the services that are available for adults over the age of 18 are:

  • 8am-8pm, Monday to Thursday and 8am-5pm on Friday: Grenfell Health and Wellbeing Service on 020 8637 6279 or by e-mail Grenfell.wellbeingservice@nhs.net.
  • 5pm-8pm on Friday and 8am-8pm at weekends: Outreach on 020 8962 4393.
  • From 8pm, if you are 18 or over:  the NHS Single Point of Access for Adult Mental Health and the Grenfell Support line.  You can contact this support line on 0800 0234 650 or e-mail cnw-tr.SPA@nhs.net.
  • The person who answers the phone will be able to provide advice and support according to needs and if you wish will let the Grenfell Health and Wellbeing Service know so that they can provide further follow up support the next day if needed.


To confirm the services that are available for children and young adults up to the age of 18 are:

  • During the day (8am-5pm, Mon-Friday):  Children and Young Peoples Grenfell Health and Wellbeing Service on 020 8637 6279 or by e-mail Grenfell.wellbeingservice@nhs.net
  • After 5pm and at weekends:  If a child or a young person up to the age of 18 years of age needs help or anyone else has a concern they should call the CAMHS Gateway Service on 020 3028 8475.
  • In both cases the person who answers the phone will be able to provide advice and support. This advice may be to go to A&E if the situation appears to be unsafe. Otherwise someone will talk about the immediate situation offering help and support where they can and arrange further follow up the next working day.

People are also able to call the Samaritans on 116 123. This is a free, confidential 24-hour service.  If you need urgent help, contact your GP or visit your local A&E.

Following the merger an answerphone message will be placed on the existing number confirming details of the new number to call. We will also monitor the service closely to ensure a smooth handover.