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New CNWL Single Point of Access for Mental Health Services

New CNWL Single Point of Access for Mental Health Services

New CNWL Single Point of Access for Mental Health Services

The new CNWL Single Point of Access, a one-stop entry point into adult secondary community mental health services for patients living in the North West London boroughs of Brent, Harrow, Hillingdon, Kensington & Chelsea, and Westminster, launched 3rd November 2015. 

The Single Point of Access will replace all existing referral points to offer mental health triage for routine, urgent and emergency referrals, plus information and advice 24 hours a day, 7 days a week, 365 days per year. It will incorporate the functions of the CNWL Out-of-Hours Urgent Advice Line (UAL) so patients and carers will be able to contact the SPA for support, signposting and advice.

Selena Cox, Single Point of Access Service Manager, said:

"This is a big day for mental health services here. The Single Point of Access significantly improves mental health services. It creates help when people need it. And it's easier to use, one phone call from a patient or a family member or a GP, and we take it from there."

"The Single Point of Access is part of a wider programme of service redesign in adult community mental health services. This will include the phased introduction from November 2015 onwards of a 24-hour rapid response service (to respond to emergency and urgent referrals), and from January 2016 onwards redesigned adult community mental health teams."

From today, all referrals into CNWL adult mental health services should be made through the Single Point of Access by telephone on 0800 0234650 or by email at

Referrals of an emergency or urgent nature (requiring a 4 hour or 24 hour response) should be made by telephone. For routine referrals (requiring up to 28 days response) a completed MH1 referral form should be sent to the email address above. You will not be able to fax referrals to the SPA. 

The team takes referrals from GPs, other statutory services such as the Police and London Ambulance Service, and non-statutory services such as housing providers. The team are also able to book appointments into the appropriate community mental health team and people can also make enquiries on behalf of a family member or friend.

You can read an outline of the Operational Policy online

An information leaflet can also be read online, which has been co-produced with patients and carers

If you would like to provide feedback on the service contact