“Being present” for young people in mental health crisis: a qualitative study of volunteer support in emergency departments

Increasing numbers of young people present to emergency departments (EDs) in mental health crisis, where high service demand often limit opportunities for relational support. Volunteer-based roles have emerged within ED settings to provide emotional support, yet little is known about volunteers’ experiences of this work. This study explored volunteers’ experiences of supporting young people in mental health crisis within ED services. A pragmatic qualitative descriptive design was used. Data were collected from an entry questionnaire and follow-up interviews six months later with volunteers (n=6) within a UK NHS Trust. Data were analysed using qualitative content analysis. Three themes were identified: motivations for volunteering; experiences of supporting young people in crisis within ED contexts; and personal learning and development. Hospital Navigator volunteers perceived that they provided valuable relational and emotional support to young people in crisis complimentary to clinical care, but require clear role boundaries, supervision, and organisational support.