When a patient’s thoughts become overwhelming and they feel completely alone, it can be difficult for them to know where to turn. They might worry that their problems are not big enough to bother anyone else with, or imagine feeling awkward and nervous trying to explain how they feel to a stranger. But talking about what is on their mind is one of the most helpful things they can do. If you have a patient who needs a safe, confidential place to talk without fear of judgment, Mindline Somerset is here to help.
What happens when a patient calls
Run by our partners at Mind in Somerset, Mindline provides mental health support twenty-four hours a day, seven days a week. It is a completely confidential listening service.
When a patient dials the number, they will first hear an automated message explaining a bit about what the service does. Because the phone lines can sometimes be busy, there may occasionally be a wait to get through. So please advise patients to hold on and stay on the line; they will get through to a friendly, trained call handler who is ready to listen.
Our listeners treat everyone with dignity and respect. Callers do not have to share their personal details if they don’t want to; if necessary, call handlers will work with them to help them remain safe and access appropriate additional support.
How the team can support your patients
People call Mindline for all sorts of reasons. Some call because they feel isolated and just want a chat with a friendly person about their day. Others might feel desperate, experience low self-esteem, or feel deeply worried about a family member. Whatever is going on, the person on the other end of the phone can provide a calm listening ear so callers can talk through whatever is on their minds.
The team can also give basic information about mental health issues and provide details of other local services that might be able to help. If a caller would like more ongoing support, they can ask the call handler to refer them directly to our wider services.
Call handlers can also book an out-of-hours appointment with the Crisis Safe Space service. Provided by OMH partners Mind in Somerset and Second Step, Crisis Safe Space offers one-to-one sessions, either face-to-face or virtually, for anyone who feels like they are really struggling and needs emotional support.
Finding the right way to get in touch
Your patients can call Mindline Somerset any time of the day or night locally on 01823 276892 or use the freephone number 0800 138 1692.
If English is not their first language, the team can arrange interpretation for over two hundred languages. British Sign Language translation is also available via the National Health Service 111 sign video service.
If a patient feels uncomfortable talking on the telephone, they can use the live web chat service, which is available every day of the week between 8:00 pm and 11:00 pm. They just need to click the graphic at the bottom of our website to start a confidential text chat with a listener.
Dedicated specialist support
Alongside the main Mindline service, there are two more phone lines:
Mindline Trans+: This is a confidential support and signposting service for people who identify as Trans, Agender, Gender Fluid, or Non-binary, as well as their friends, families, and colleagues. Callers can reach them on 0300 330 5468 every Friday evening from 8:00 pm to 11:00 pm.
Eating Disorders Helpline: Run by SWEDA in partnership with Mind in Somerset. If a patient is experiencing difficulties with eating, weight, or body image, they can talk to a trained listener for up to half an hour. Call 0300 330 5464 on Tuesdays between 8:00 pm and 11:00 pm, or Sundays between 11:00 am and 2:00 pm.
A note on urgent medical help: If a patient ever feels their life is at risk due to suicidal thoughts, or if they have seriously harmed themselves, they need to get urgent medical help. Please advise them to call 999 for an ambulance or go straight to their local Accident and Emergency department.