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NHS

Spotlights:
Crisis Mental Health (2025-26)

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ChatHealth

ChatHealth messaging services for crisis mental health (also known as Chat Mental Health) are transforming access to urgent mental health support across the NHS, providing a safe and accessible alternative to telephone-based services.

Now used by several NHS services alongside NHS 111 option 2, the model helps remove barriers to care for people with anxiety, neurodiversity, hearing impairments and other communication barriers.

It has been recognised nationally, with Northamptonshire’s Chat Mental Health service winning the prestigious HSJ Digital Award 2026 for Improving Mental Health through Digital.

See the scale of impact below:

Contacts Delivered

10,067

Messaging conversations between received from service users and mental health practitioners

(2025-26)

Reasons for Contact

  • Emotional support
  • Anxiety & Depression
  • Crisis
(2025-26)

Peak Demand

Early evening,
between 18:00 – 19:00

(2025-26)

Service User Experience

76%

of service users who gave feedback said their ChatHealth conversation helped them

Service User Feedback

“The staff understood my situation and took steps to support me, which I appreciate. I feel confident reaching out if needed and hope services continue prioritising accessibility and individual needs.”

Staff Feedback

“Chat Mental Health is a vital part of our service. By removing barriers for those who are unable to use the telephone, we are now able to offer a truly inclusive, accessible service.”

Video: Service User Story

Award Win

Chat Mental Health wins prestigious national recognition at the HSJ Digital Awards 2026

NHS England Case Study

NHS England case study on launch of ChatHealth mental health messaging service in Northamptonshire

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