Patient experience of accessing community mental health services for support with low level mental health issues

Healthwatch Worcestershire undertook this project to explore patient experiences of accessing Community Mental Health Services for low-level mental health needs. The research focused on patients referred or signposted between April and September 2024 by GPs to Talking Therapies or other NHS-funded community and Voluntary and Community Sector Enterprise services. This report is based on 134 responses from patients across most districts in Worcestershire.

70% found it easy to get a referral, but only 31% felt involved in decisions. Many patients felt GPs did not listen enough or explain available options. 

Many patients waited far longer than national NHS standards for Herefordshire and Worcestershire NHS Talking Therapies Service (Talking Therapies) and VCSE services.

Some Talking Therapy patients report waiting over a year for treatment to begin. Long delays left patients feeling forgotten and unsupported. Patients consistently said that while they accept some waiting is inevitable, they need regular communication, honest updates on likely timescales, reassurance that help is coming, and meaningful interim support. This includes access to online self-help materials, reading resources, community groups, and clear guidance on how to manage their mental health while waiting. Patients also emphasised the importance of knowing that someone cares and is keeping track of their progress, to prevent feelings of isolation or abandonment. 

Only about a third felt involved in planning their care. Carer involvement was also low. 

Less than half of patients received written information about the service they were referred to. Patients want clear, accessible information to understand what to expect and how services will support them. 

Only 31% of Talking Therapies patients and 24% of VCSE patients felt valued and respected all the time. Around half felt their needs were not fully met. In line with ensuring a culture of compassion is embedded across all services provided by Herefordshire and Worcestershire Health and Care Trust, it is expected that the aspiration will be that all patients should feel valued, respected, and supported. 

Patients reported difficulty in accessing support again after treatment, suggesting the intended “no discharge” transformation model is not yet achieved. 

 Social Prescribing appears underused in relation to opportunities to refer to suitable VCSE provision. Satisfaction levels are low across services, and long waits remain a critical issue.