Caring for the carers: mental health partnership in line for national award

North East Ambulance Service launched the rapid assessment in partnership with Gateshead-based mental health consultancy service, Talk Works, two years ago in response to rising mental health concerns amongst its employees.

Having demonstrated its impact, the partnership has now been formally recognised by being shortlisted in the Best Health and Wellbeing Strategy at this year’s HR Excellence Awards, which will be held in London on 3 December.

NEAS employs more than 3,500 employees and receives support from more than 300 volunteers, all working together to ensure patients receive the timely care they require.

The nature of an emergency service means NEAS colleagues routinely respond to traumatic emergencies which, combined with shift patterns and unpredictable workloads, can take a significant toll on their mental health.

NEAS has its own in-house occupational health service, made up occupational health specialist nurses, a physiotherapist, a consultant physician, nurse advisors and a staff psychological and wellbeing advisor, all dedicated to supporting NEAS colleagues, volunteers and students to stay well in their roles.

Talk Works brings additional expertise to the occupational health team through a network of clinical and counselling psychologists, psychotherapists, Cognitive Behaviour Therapy (CBT) specialists, and counsellors trained in Eye Movement Desensitisation and Reprocessing (EMDR).

Together, the partnership enables NEAS to deliver a fully integrated, in-house mental health support pathway, that combines early intervention, trauma-informed therapy, and suicide postvention into one consistent and accessible model.

Ambulance service personnel also have access to North East and North Cumbria’s Staff Wellbeing Hub, run by Cumbria, Northumberland, Tyne and Wear NHS Foundation Trust.

However, rising sickness absence linked to stress, anxiety, and depression – together with results from the annual NHS Staff Survey – highlighted a need to provide further dedicated mental health and wellbeing provision, on top of the initiatives already provided.

This isn’t a regional issue; MIND reports that 91% of ambulance staff have experienced stress, low mood and anxiety while at work, and, in June 2025, Unison reported that call handlers were averaging 33 sick days per year, driven by the intense pressure of managing high volumes of traumatic 999 calls.

The Association of Ambulance Chief Executives (AACE) also reports that there is an increased risk of suicide in emergency response compared to the general population. The Office for National Statistics (ONS) found male paramedics are 75% more likely to take their own life than any other healthcare professionals.

However, the North East has additional challenges due to the region’s higher rates of deprivation, which impacts on sickness levels at NEAS compared to other areas of the UK.

The improved NEAS mental health offer includes a focus on breaking the stigma surrounding mental health through the introduction of manager and employee toolkits, which have now been adopted nationally by the Association of Ambulance Chief Executives (AACE) and are now used by all ambulance trusts across the country.

The service has also introduced a new self-referral process, empowering employees to access support directly rather than relying on their manager to initiate it in a bid to remove barriers where some individuals may feel uncomfortable or unwilling to disclose mental health concerns to their line manager.

After a referral is submitted, the employee is contacted by Talk Works within 24 hours and the first therapy session is offered within seven working days at a location of their choice, in-person, online or by phone.

The employee is then given six 50-minute sessions with a therapist, matched to their needs. This can then be extended where required.

In 2024, Talk Works provided therapy to 426 NEAS employees, achieving the following impact: 

• The average time from referral to the first session was six working days compared to the national average wait time of 3 -6 weeks for initial assessment.
• The average number of sessions was 6.9, with minimal extension requests, highlighting the effectiveness of the strategy
• Sick absences have reduced significantly
• Employees reported returning to work up to four weeks earlier on average with Talk Works support
• 100% of referred employees strongly agreed or agreed that they were satisfied with how quickly they were offered an appointment.
• 91% of employees strongly agreed or agreed that what they learned in therapy helped them make positive changes in their lives.

More recently, Talk Works has also introduced a Neurodivergence Screening Assessment for employees. Delivered by a qualified clinical psychologist, this evidence-based screening uses validated tools and structured interviews to provide a reliable indication of the likelihood of ADHD, autism, or both. It offers clarity within weeks rather than the 18+ months often required for a full diagnosis, helping us to support our employees better to reduce uncertainty, guide early workplace or personal adjustments, and prepare them for any future formal assessment.

Karen O’Brien, director of people and development at NEAS, said: “Whether they are working or volunteering on the road, helping patients over the phone or supporting patients from behind the scenes, every member of the NEAS family plays a crucial role to caring for our local communities, and so it’s only right we care for them in turn.

“By improving access to timely, personalised mental health support, we have not only reduced absence and strengthened employee engagement, but also helped individuals rebuild confidence, improve their wellbeing, and make lasting changes in their lives, both at work and beyond. This investment in our people has enhanced the resilience of our workforce and the quality and consistency of the care we deliver to the North East public.”

Helen Wilkinson, managing director at Talk Works, said: “Working alongside the North East Ambulance Service has been a privilege. The dedication their teams show in caring for others every day is extraordinary, and it’s only right that they receive the same level of care in return.

“Together, we’ve built a proactive and compassionate wellbeing model that ensures every member of staff can access the psychological support they need, when they need it most. Being recognised for this work is a reflection of the strength of our partnership and our shared belief that caring for the carers must always be a priority.”