Published on: 23rd July 2025
A Greater Manchester mental health service has been praised by a “forever grateful” family after supporting a woman in crisis at Manchester Piccadilly Station.
The British transport joint response service involves a senior mental health practitioner and police officer jointly attending mental health crisis incidents anywhere on Greater Manchester’s rail network.
The service is run by Network Rail in partnership with British Transport Police, Pennine Care NHS Foundation Trust, and Greater Manchester Mental Health NHS Foundation Trust.
The practitioner will support and asses the person, before ensuring they receive the right support for their needs. All community-based care options are considered before A&E or a 136 admission (hospital-based place of safety).
This is vital for people’s recovery and ensuring they have a positive experience. It also helps ensure best use of professionals’ time.
Between April 2024 and May 2025, the service responded to 311 calls – averaging two per shift. Some patients need several hours of intensive mental health support. And the team can travel long distances across the rail network to reach those in need, meaning fewer but more complex and time-consuming calls.
Despite the challenges, the service has had a significant impact: 92% avoided a 136 admission and 77% of people supported avoided an A&E visit. Most patients taken to A&E were for physical health reasons, which need to be addressed before mental health. And 90% avoided arrest - which can sometimes happen if a mental health crisis escalates into a criminal offence.
Veronica’s story (not her real name)
Sometimes hospital is the right place for someone in crisis, to ensure they receive the right support and can stay safe.
This includes 58-year-old Leeds resident Veronica, who was supported by the service earlier this year. She approached police officers at Manchester Piccadilly Station wearing pyjamas and appearing very confused and disoriented. Concerned for her wellbeing, they called for help.
Danielle Stephenson, senior mental health practitioner for Pennine Care (pictured right), and PC Lewis Roberts from British Transport Police, soon arrived to support Veronica.
Danielle said: “It became clear that Veronica, who has bipolar disorder, was experiencing a manic episode. She had left her home believing she was in danger and spent hours travelling across the northwest rail network in distress.
“I was able to speak to her daughter and found out she’d been missing all day. The family were worried sick and had contacted police. Her bank card showed she’d travelled as far as Blackpool, booking herself into a hotel before an altercation meant she was asked to leave.
“I learned Veronica also had diagnoses of schizophrenia, post-traumatic stress disorder and had previously made at least two attempts on her life. Veronica’s daughter believed she needed an urgent medication review, and cannabis was being used to self-medicate.”
Limited care options meant it was likely Veronica would have been taken to a 136 suite or A&E by police in the past. Instead, Danielle was able to use her expertise and experience to make sure she received compassionate care that was right for her needs.
Danielle added: “Through speaking to Veronica’s daughter and being able to access her past medical history, I was able to make an informed decision on the best care.
“While we always consider every possible community care option, it was clear Veronica needed to be in a place of safety. We took her to a nearby hospital to be admitted to a mental health ward.
“They provided her with round-the-clock specialist support to help her through the crisis.”
Veronica’s daughter, Leanne, shared her heartfelt appreciation: “What Danielle did that evening was simply amazing. She handled it perfectly, keeping me in the loop and offering reassurance. She was able to calm my mum down, which is rare when she’s going through an episode. Danielle didn’t just help my mum; she helped all of us.
“My mum spent two months in hospital. She’s now on the right medication and is much happier. We wouldn’t be where we are today without Danielle’s support. We are forever grateful to her.”
How to get crisis help
The quickest way for people to access mental health support in a crisis is to call 111 and select mental health option 2. People can also access 111 online at https://111.nhs.uk/triage/check-your-mental-health-symptoms. People should only go to A&E in an emergency.