Talk Liverpool - patient feedback survey

Healthwatch Liverpool surveyed 87 people attending Talk Liverpool courses between December 2018 and June 2019 to understand their experiences of the service. Overall, feedback was positive, with an average rating of 4.2 out of 5 and 82% of respondents giving the service a rating of 4 or 5 stars. Participants particularly valued the course content, practical coping strategies and the support provided by course facilitators. Many reported that the courses helped them better manage anxiety, stress and low mood.

Most respondents had been referred by their GP, and while around a quarter expected to be offered a group programme, a larger proportion had expected face-to-face support or were unsure what type of help they would receive. Many participants were pleased to receive support relatively quickly, with an average wait of 6.2 weeks before starting a course. However, some people would have preferred one-to-one therapy and felt group-based support did not fully meet their needs. 

Participants highlighted several benefits of the courses, including learning practical techniques to manage symptoms, understanding their mental health better and meeting others with similar experiences. Positive feedback frequently focused on the knowledge, empathy and professionalism of course facilitators. However, suggestions for improvement included more tailored course content, smaller group sizes, additional sessions, refreshments and more flexibility around treatment options. Some respondents also raised concerns about confidentiality and feeling uncomfortable sharing personal experiences in a group setting. 

Healthwatch concluded that Talk Liverpool was providing valued support and helping many people access treatment more quickly than traditional one-to-one counselling. However, the report highlighted the importance of monitoring how well a group-first approach works for different people, particularly those who decline or leave courses early. It also recommended continuing to improve communication about what courses involve and ensuring alternative support options remain available for people whose needs are not best met through group interventions.