Investigating Patient Experiences of Accessing Mental Health Services

Healthwatch across Redcar and Cleveland, Middlesbrough and Stockton examined people’s experiences of accessing mental health services. It was undertaken following concerns raised by residents about long waiting times, poor communication between services, limited awareness of available support, and difficulties accessing care. The research included a questionnaire completed by 44 participants and focus groups involving 13 participants.

The findings showed that GPs were the main route into mental health services, although some people were able to self-refer. Participants felt that GPs played a crucial role in informing people about available support, but many also reported that some GPs relied too heavily on medication, did not listen sufficiently, or lacked empathy when discussing mental health concerns. Positive relationships with GPs were viewed as essential for successful access to care.

Long waiting times emerged as one of the most significant barriers. Many participants waited at least a month for an appointment, while some waited between three and six months. Participants reported that these delays often worsened their mental health, reduced confidence in services, and left them feeling unsupported during periods of distress. 

The report found that eligibility criteria for services could be restrictive, with some participants feeling they had to become severely unwell before receiving help. Many argued that there was insufficient support for people experiencing mild to moderate mental health problems and called for an intermediate or “middle of the road” service to provide help before a crisis developed. 

Participants highlighted poor communication between services as a major issue. They reported having to repeat their personal history to different professionals because information was not effectively shared between organisations. A lack of continuity of care, including frequent changes of counsellors or healthcare professionals, made it difficult to build trust and therapeutic relationships. 

Many people felt that counselling sessions were too limited in number and duration. Participants described finally becoming comfortable discussing difficult issues only to reach the end of their allocated sessions. Re-referral often resulted in another lengthy wait and the need to retell their story to a new professional. 

Awareness of mental health services was perceived to be poor. Participants reported that they often learned about services through word of mouth rather than formal signposting. While national mental health campaigns were viewed positively, many felt more local promotion was needed, particularly for people who may not use the internet. 

Stigma remained a significant issue. Participants believed that societal attitudes towards mental health, especially among older generations and men, discouraged some people from seeking help. Feelings of shame, isolation, and fear were commonly associated with mental health problems. 

Support groups and wellbeing centres were strongly valued. Participants believed that talking with others who had similar experiences reduced isolation and provided practical emotional support. Flexible, drop-in style services were seen as particularly beneficial because they allowed people to access support without the pressure of attending structured appointments.

The report also identified concerns about limited resources, including insufficient funding, a lack of support workers, and the closure of valued community services. Participants felt that greater investment in community-based support could improve outcomes and reduce pressure on statutory services.

Healthwatch concluded that mental health services should improve continuity of care, reduce waiting times, expand community support and social prescribing opportunities, introduce accessible intermediate support services, improve communication between professionals, involve families and carers more effectively, and adopt a more person-centred approach to treatment. The report emphasised that mental health support should be tailored to individual needs rather than delivered through a standardised model.