Right Care Right Person goes live

A scheme which aims to ensure vulnerable people get help from the right agency is now operating.

Right Care, Right Person will change how Norfolk Police respond to concern for welfare incidents to ensure the right agency is dealing with health-related calls.

This is a new approach in Norfolk but has already been running in a number of other areas across the UK and is set to be rolled out across all constabularies.

Frequently, police officers are asked to look after people with health or social care needs who require specialist medical support or psychological care that officers are not trained to provide.

Right Care Right Person aims for the right agency and appropriate professionals to deal with these calls rathe than the police first time.

Norfolk Constabulary says it remains committed to protecting the most vulnerable and will continue to attend incidents where there is a risk to life or serious harm.

It says that where reports do not meet the threshold for police intervention, callers will be signposted to the most appropriate agency.


In February 2024, the constabulary confirmed it had paused the planned launch of the RCRP initiative after the deaths of four people in Costessey a month earlier

Following this incident, and at the request of Norfolk’s Chief Constable Paul Sanford, Giles Orpen-Smellie – Norfolk’s then Police and Crime Commissioner – commissioned His Majesty’s Inspectorate of Constabulary and Fire and Rescue Services (HMICFRS) to inspect the force’s control room, focusing on how 999 calls are handled and responded to.

The constabulary also asked the College of Policing to review how it will put the new system in place, including its training to officers and staff. Following this work, the constabulary is now launching RCRP.


Assistant Chief Constable Nick Davison, who has been overseeing the implementation of Right Care, Right Person, said: “This initiative has always been about getting people in crisis the right care, from the right professional.

“While we believed it was right to introduce RCRP and were fully prepared to go live in February, we postponed the roll-out to give us extra time to provide additional information and reassurance to the public and our partners, to address the concerns and commentary brought about by the tragic events in Costessey.

“The inspection by HMICFRS and the peer review by the College of Policing has given us that additional reassurance.”

Tracey Bleakley, Chief Executive Officer, NHS Norfolk and Waveney Integrated Care Board (ICB), said: “All partners are committed to working collaboratively and carefully together to implement the Right Care, Right Person model.

“We have taken steps to tailor the model for Norfolk and are working together with our partners in health and social care, so we can make the necessary changes to service provision and ensure vulnerable people are given appropriate care by the appropriate agency. We have also been collaborating with local experts by experience as part of this work and will continue to monitor the implementation across Norfolk.”

Further help

  • People can and will continue to be able to access support via the NHS 111 mental health option. If there is a threat to life or risk of serious harm, people can and should continue to call 999.
  • 24-hour specialist mental health support remains available, seven days a week for anyone currently experiencing a mental health crisis, or anyone who is supporting someone in crisis and needing urgent help.
  • Call 111 and select the mental health option. This service is available to people of all ages.
  • You can find more information about local mental health crisis support services available across Norfolk and Waveney here
  • Healthwatch Norfolk also has a list of organisations, groups and websites offering mental health support here