The team that was there when I needed them most
Meet Sam
A mental health crisis can feel overwhelming, and asking for help is not always easy, even for people who understand how services work.
Crisis and Home Based Treatment Teams provide short-term, intensive support for people whose mental health has deteriorated and who need urgent help to stay safe and begin to recover.
For Sam, reaching out came after one of the most difficult periods of their life. Despite having worked in mental health services for many years, they still felt unsure about contacting crisis support. Their experience became a powerful reminder of the difference compassionate, timely care can make.
In February 2025, during one of the most difficult periods of their life, Sam found themselves needing support from Humber Teaching NHS Foundation Trust’s Crisis Service and Home Based Treatment Team.
Having worked within mental health services for 15 years, they were familiar with the demands and pressures faced by frontline teams. However, despite their professional knowledge and experience, reaching out for help was not easy.
The support
Taking the first step
Sam had delayed seeking support because of concerns created by negative stories they had heard about crisis services.
Eventually, recognising they needed help, they contacted NHS 111.
“I had put off calling because of some of the negative press I had heard about crisis services. But eventually, I contacted NHS 111 because I knew I needed support.”
The response was immediate. An initial triage was completed quickly before Sam was transferred to the Crisis Service for a more comprehensive assessment.
“The person I spoke to was caring and really listened to what I had to say. I felt heard at a time when I desperately needed someone to listen.”
Receiving support when it mattered most
Following the assessment, Sam was advised that they would receive a visit within 24 to 72 hours. In reality, support came much sooner.
“My memory of that time is understandably hazy, but I remember someone from the team being with me the very next day.”
Over the following weeks, members of the Crisis Service and Home Based Treatment Team provided regular support through home visits. Initially, these visits took place every day before gradually reducing as Sam’s wellbeing improved.
The support continued until they were well enough to be discharged to the STARS service.
Compassionate and professional care
Throughout their recovery journey, Sam met many different members of the team.
“Without exception, every single person I met was kind, helpful, empathetic and professional. I could use endless positive words to describe them.”
Their experience stood out, particularly given their own background working in mental health services.
“I have never before come across such an obviously dedicated and professional team.”
The outcome
The support Sam received helped them through a period of crisis and reinforced the importance of compassionate, person-centred care.
“I know the stress and demands these teams face every day. I’ve worked alongside services like this before, so I understand the pressures. Yet despite that, they still managed to provide outstanding care and support.”
Wanting to ensure staff received the recognition they deserved, Sam contacted the Trust to share their gratitude.
“The team made an enormous difference to my life at a time when I needed them most.”
Why it matters
Reflecting on their journey, Sam is keen to challenge misconceptions about crisis services and encourage others to seek support when they need it.
“If sharing my story helps someone else reach out for support, then it’s worth telling. My experience showed me that help is available, and there are people who genuinely care.”
Their story highlights the life-changing impact that timely, compassionate support can have and serves as a reminder that no one has to face a mental health crisis alone.
*Please note: Sam is not this person’s real name for privacy reasons.