‘In safe hands’: experiences of services users and family/support people of police, ambulance and mental health co-response

People often have not received the support they needed during a mental health crisis that triggered an emergency service (911) call. In order to address this gap, an Aotearoa New Zealand Co-Response Team (CRT) was established and studied over 12 months. With co-response, specialist staff from police, ambulance and mental health services jointly attend 911-mental health crises providing simultaneous multidisciplinary input. This study employed qualitative methods to analyze the narratives obtained from 23 service users and family/supporters who experienced co-response. Themes included 'I needed help', 'humanistic engagement' and 'good but not perfect'. Participants liked the co-response model. CRT staff were praised for their kind approach, reassuring communication and practical multi-disciplinary help that differed from prior experiences. Some participants experienced poor follow-up support and some felt intimidated by the CRT police presence, recommending improved pathways and a cautious CRT police approach.