The mental health journey

Healthwatch Sheffield worked with Sheffield Flourish and Ben’s Centre to explore people’s experiences of mental health services across the city. Through detailed personal stories, the report examined journeys through a range of services including GPs, crisis support, community mental health teams, hospitals, counselling services and voluntary sector organisations. The report found that people often experienced mental health care as a complex journey rather than a single service, and identified recurring concerns around access, communication, continuity and cultural sensitivity. 

A key finding was that people often struggled to access the right support at the right time. Participants described difficulties getting mental health problems recognised, long waits for assessments and treatment, and limited support before reaching crisis point. Some felt that services only responded once their situation became severe, while others described gaps between primary care, specialist services and crisis provision. Communication between GPs and mental health services was frequently reported as poor, leading to delays, confusion and people having to repeatedly explain their circumstances. Experiences of medication and therapy were mixed, with some people reporting positive outcomes while others felt alternative treatments, meaningful choice and follow-up support were lacking. 

The report also highlighted concerns about whether services met the needs of diverse communities and individuals with complex circumstances. Participants described experiences where cultural backgrounds, faith, ethnicity, autism, homelessness or substance misuse were not fully understood by services. Several people from Black and minority ethnic communities felt existing provision lacked cultural competence and sensitivity. Others reported barriers linked to stigma, discrimination and difficulties discussing mental health within families and communities. The report found that community organisations often played an important role in providing trusted support and helping people engage with formal services. 

Healthwatch Sheffield concluded that improvements were needed across the mental health pathway. Recommendations included better mental health awareness training for staff, stronger communication and joint working between services, improved continuity of care, more culturally sensitive and personalised support, increased respite and outreach provision, greater involvement of individuals in decisions about treatment, and better support for people experiencing homelessness, substance misuse or other complex needs. The report also emphasised the need for appropriate alternatives where services had changed during the Covid-19 pandemic and highlighted the importance of accessible, non-digital sources of information for vulnerable groups.