Crisis Alternatives Model

NHS Norfolk and Suffolk Integrated Care Board (ICB) and Norfolk and Suffolk NHS Mental Health Trust intend to procure an outcomes-focused Mental Health Wellbeing Hub Model and Crisis at Home and Crisis Outside of the Home Service across the Norfolk and Suffolk localities. Commissioning will be undertaken through an outcomes-based approach, with providers required to develop and propose a delivery model that demonstrates how the specified service functions and outcomes will be achieved across Norfolk and Suffolk.

The Norfolk and Suffolk Mental Health Wellbeing Hub Model is a prevention-focused mental health and wellbeing service for adults aged 18 years and over. The service will provide community-based support for people experiencing emotional distress, poor mental wellbeing, or mild to moderate mental health needs through a combination of physical hub provision and telephone and digital support.

The model also incorporates a Single Point of Access (SPA), through which all referrals into the wider Crisis Alternatives Pathway will be received, triaged and processed, including referrals to the Crisis at Home, Crisis Outside of the Home, and Short Stay Recovery House services. Providers across the pathway will contribute staff to the SPA to support assessment, triage, referral management, and the provision of advice and guidance.

The Wellbeing Hub Model is designed to promote wellbeing, build resilience, address the wider social determinants of mental health, reduce inequalities in access and outcomes, and help prevent escalation into crisis services. Commissioning will be undertaken through an outcomes-based approach, with providers required to develop and propose a delivery model that demonstrates how the specified service functions and outcomes will be achieved across Norfolk and Suffolk.

It is recognised that these service specifications cover a large geographical area and broad scope. As such, commissioners welcome and encourage prospective providers to develop joint service proposals, provided they can demonstrate how all providers involved will ensure seamless care pathways, effective information sharing, and smooth handovers of care.

Additional information: This Prior Information Notice is to seek provider opinion on the draft specifications around deliverability, provider capability, partnership requirements, mobilisation risks and the outcomes that should be reflected in the service model. For the avoidance of doubt these documents are NOT available on the Norfolk and Suffolk website or on Atamis.

The deadline for completed responses to this PIN is midnight on 10th September 2026. The Norfolk and Suffolk Crisis at Home and Crisis Outside of the Home Service is a community based mental health crisis support service for adults aged 18 years and over.

The service comprises two integrated elements: a Crisis at Home service that provides short-term admission prevention, stabilisation, discharge support and step-down interventions in people's homes and communities, and a Crisis Outside of the Home service that provides an accessible, non-clinical setting for people experiencing mental health crisis who require support outside their home environment. Referrals will be received and managed through the Single Point of Access, working closely with Norfolk and Suffolk NHS Foundation Trust (NSFT) and wider system partners to ensure appropriate clinical oversight, coordinated care and seamless movement through the crisis pathway.

The service is intended to provide timely alternatives to hospital admission and urgent care settings, support de-escalation and recovery, and improve outcomes for people experiencing mental health crisis. It is recognised that these service specifications cover a large geographical area and broad scope.

As such, commissioners welcome and encourage prospective providers to develop joint service proposals, provided they can demonstrate how all providers involved will ensure seamless care pathways, effective information sharing, and smooth handovers of care. Additional information: This Prior Information Notice is to seek provider opinion on the draft specifications around deliverability, provider capability, partnership requirements, mobilisation risks and the outcomes that should be reflected in the service model.

In order to access the service specifications please contact nsicb.procurement@nhs.net and submit responses to the survey prior to the 11th September 2026. For the avoidance of doubt these documents are NOT available on the Norfolk and Suffolk website or on Atamis. The deadline for completed responses to this PIN is midnight on 10th September 2026.