Family's Plea for Improved Mental Health Support After 'Ignored' Calls
By Matt Treacy
Reporting from Southampton
The family of a woman from Southampton who took her own life is calling for better documentation of mental health calls to the NHS. Ava Randle, whose mother, Keren, died in 2021, said she repeatedly phoned GP and non-emergency lines to seek help for her mother's mental health issues.
During her mother's inquest, Ava discovered that these calls seemed to have been overlooked, leaving her feeling neglected. The South Central Ambulance Service, which operates Hampshire's 111 service, acknowledged the need for better information sharing across services.
Keren, who was being treated for depression in 2017, eventually stopped receiving mental health care and lived alone. Despite her family's concerns, Keren often insisted she didn't need help, but her family believed she was suffering from undiagnosed psychosis.
Ava's brother, Owain, also frequently contacted Keren's GP surgery and the non-emergency service 111, requesting checks on her well-being. He expressed frustration at the lack of action despite the repeated alarms.
Keren's death at age 54 in August 2021 left Ava and her family feeling unheard and ignored. A 2025 report by Parliament's Health and Social Care Committee highlighted a similar issue, noting that families often feel helpless when raising concerns.
Layla Moran, the committee's chair, emphasized the need for better support, stating, 'It's simply not good enough. Too many people are falling through the cracks.'
Charity Rethink Mental Illness supports this view, receiving numerous calls from the public seeking professional help for their loved ones. Brian Dow, the organization's deputy chief executive, stressed the importance of health professionals working with families to address these concerns.
Ava remains concerned about the possibility of similar situations affecting other families. She hopes for improvements, even if they are small.
The group managing GP surgeries in Southampton did not respond to requests for comment. The South Central Ambulance Service has offered to meet with Ava to discuss her concerns and has committed to improving information sharing.
The Department of Health and Social Care is providing additional funding for mental health services, including hiring 8,500 new mental health workers. The Mental Health Act, which aims to involve families more in treatment decisions, is awaiting Royal Assent.
For those affected by the issues in this story, the BBC Action Line offers support and assistance.
