Why did you choose to partner with Mental Health Innovations and our service, Shout?
Sussex Partnership NHS Foundation first partnered with Shout in 2022 to address a gap in local crisis support. At that time, there were no non-NHS services available 24/7 for people experiencing a self-defined crisis, and no services using text or written communication as the main route to support. Sussex’s NHS 11 didn’t have the capacity to offer support by text, and Shout was a service with national recognition.
The partnership aimed to provide an open-access crisis alternative for the people
of Sussex, with particular benefit for groups less likely to engage with traditional services.
The service also offered an opportunity to reduce pressure on other parts of the system, including Emergency Departments and NHS 111 and 999.
In 2025, we moved from Shout’s volunteer-led service to its clinical model, where conversations are taken by mental health professionals.
What led to the transition from Shout’s volunteer-led service to the Clinical model?
The move was driven by a combination of national direction, growing demand and the strength of the existing partnership, which all provided a strong foundation for further development.
Sussex had established a positive working relationship with Mental Health Innovations through Shout’s volunteer model, with the service received positively across the Sussex mental health care system. Increasing service use in the area then supported the case for a clinically-responsive model aligned with national expectations.
What impact has partnering with Mental Health Innovations had?
Shout contributes an additional, alternative route into crisis support in Sussex. Alongside face-to-face provision through Staying Well and telephone access via NHS 111 Mental Health, the partnership offers a text-based option for people who need or prefer written communication.
The service reaches people who may not otherwise engage with traditional support and has shown to be well used by older adults. University students engage well with it, and feedback from universities has been positive. Ahead of the under-16s social media ban, we are confident about the service’s potential to support increased numbers of children and teenagers in the area if required.
Since launch, significant communications activity has supported awareness and use of the text service, including work with partners, social media promotion, Google Ads and inclusion in a Sussex-wide mental health campaign. The service is now recognised across the system as an important part of the Sussex-wide crisis support offer and is used as a key signposting option.
How do Shout data insights support Sussex Partnership NHS Foundation?
Shout provides valuable insight into unmet need through real-time analysis of messaging trends, helping us better understand distress, emerging themes and potential gaps in existing provision. This has supported decision-making about where resources should be directed and contributed to the wider development of the digital support offer across Sussex.
Shout data has shown that the keyword service reaches groups less likely to access traditional mental health support: 38% have never had contact with services, 65% were under 25, 7% were under 13, 7% identified as autistic or neurodivergent, and 35% identified as LGBTQ+. This demonstrates the value of a confidential, text-based, all-age support offer in reaching people who may not otherwise seek help.
“Thank you, you most likely saved my life and I will always be grateful for that”
- Sussex texter feedback
It also provides useful insight into when people seek support, with activity peaking outside traditional service hours. This reinforces the need for accessible out-of-hours provision and supports the case for maintaining a range of entry points into crisis support.
What’s next for the partnership?
Sussex remains committed to the partnership because of the service's consistency of offer and increasing awareness and use locally. In four years, our keyword service has gained visibility and become an established part of the wider crisis support offer.
Mental Health Innovations provides clear and responsive communication, practical marketing support, and data and reporting that has helped Sussex Partnership NHS Foundation better understand service use and patterns of need.
Support with promotional activity, including Google Ads campaign and marketing materials, has helped increase visibility of ‘Text SUSSEX’ and contributed to increased use.
