Here are some of the common question and answers that we get asked about our self-referral process, access to the Patient Portal and how we collect feedback via our Patient Experience Questionnaire. If you would like further information or support please contact us.
Our therapists are trained in evidence-based approaches recommended by NICE (National Institute for Health and Care Excellence). The service is accredited by APPTS (Accreditation Programme for Psychological Therapies Services), ensuring high clinical standards and quality care.
What is Cognitive Behavioural Therapy (CBT)?
CBT is a highly effective short-term evidence-based intervention, shown to be helpful in treating anxiety and depression, but can be useful for other mental and physical health problems.
The aim of CBT is to help you understand overwhelming problems by examining the link between our thoughts, feelings, physical symptoms and behaviour.
CBT will help you learn tools and techniques to reduce negative thinking patterns and respond differently, helping you to take control of your symptoms and feel better.
CBT is an active, practical therapy that includes exercises, homework, and problem-solving strategies.
What is CBT recommended for?
• Depression
• Generalised anxiety
• Health anxiety
• Social anxiety
• Post-traumatic stress disorder (PTSD)
• Obsessive compulsive disorder (OCD)
• Severe Phobias
• Long Term Conditions (LTC)
What other therapies do you offer?
• Counselling (including for Depression)
• Couple Therapy for Depression
• Interpersonal Psychotherapy (IPT)
• Dynamic Interpersonal Therapy (DIT)
• Eye Movement Desensitisation and Reprocessing (EMDR)
• Mindfulness Based Cognitive Therapies (MBCT)
Click here to read more about these treatment options
Is employment support available?
Yes. Employment Advisors (EAs) are available to help with work-related issues like returning to work, CV writing, interview prep, or discussing mental health with employers.
Click here to find out more information
Do you support those living with a Long Term Physical Health Condition (LTC)?
Yes. Our clinicians are trained in supporting people who live with LTCs. They will help you to make sense of your current difficulties and recognise the interaction between your physical health and your emotional wellbeing. In addition, our clinicians will support you in taking positive steps forward, towards an improved quality of life.
Do I need a GP referral?
No, you can self-refer online without seeing your GP.
English is not my first language, will I struggle with communication?
Just let us know either when the referral is made or when we contact you to book your appointment and we can arrange for an interpreter to be present for your appointments.
What will happen when you receive my referral?
Referrals are processed Monday to Friday, 9:00am–5:00pm. Once your referral has been received, one of our administrators will contact you to arrange a 45 minute initial appointment, usually by phone, to assess your needs or you may be invited to select a meeting time that suits you, using our Choose and Book option. You will be invited to tell us more about how you are feeling and help us to identify the most appropriate support option for your needs.
More information about Choose and Book please view the Appointment management section below.
What should I expect from the initial appointment?
Your first appointment helps us gather information so that together we can reach a decision about what would be best for you. Click here to watch our 'What to expect from your initial appointment?' video.
When will my treatment start?
We endeavour to start your treatment as soon as possible, however depending on your treatment option, there may be a delay to the start of your treatment. Your therapist will discuss this with you, as well as the various options we can offer for support while you are waiting. If you would like an update on the current waiting list, please refer to your assessment letter or contact the team directly.
If you have a general inquiry about an appointment, please call your therapist on their mobile number or the office. Click here for office contact details.
What hours do you offer appointments?
Appointments are available Monday to Friday, 8am–8pm. Availability may depend on your treatment type or specific requirements.
Can someone else call to make my appointments for me?
This service is confidential and as such we are not able to speak with anyone else about your referral (including booking or cancelling appointments) unless we have your prior consent.
What is Choose and Book?
Choose and Book enables patients to book their initial assessment appointment with one of our therapists through a link sent by text message. This will provide you with an opportunity to book an appointment for a day and time that suits you.
How does Choose and Book work?
After referring into our services your referral will be screened by one of our clinicians. If appropriate, you will then be sent a text message asking you to book an appointment, please use the link provided in the SMS. You will then need to confirm your date of birth. After this, you are able to book an appointment up to 14 days in advance. If you are able unable to book an appointment, contact details will be provided, please get in touch and we will book you an appointment over the phone.
How do I opt to use Choose and Book?
When referring into our services via the online self-referral page, make sure you consent to receiving SMS messages (at no cost).
How do I manage, re-schedule or cancel appointments?
For your treatment to work it is essential that you attend regular appointments. Our appointments are in high demand, and therefore we can only offer what is available. It will not always be possible to provide a specific time or day.
You can cancel your appointment up to 48 hours in advance by clicking the link in the original SMS, logging in with your date of birth, and selecting ‘Cancel Appointment’. Once cancelled, you're welcome to rebook for a more suitable day and time. Please do not cancel multiple appointments as this
If you need to cancel within 48 hours of your appointment, please contact your therapist directly on their mobile or call the office, providing as much notice as possible. Click here for office contact details.
Please be aware that due to the high demand for our service and the impact that not attending has on your progress in treatment, you will be discharged from our service if you cancel or do not attend two arranged sessions. You will also automatically be discharged if you do not attend your first appointment without letting us know in advance. If you are discharged and would still like to use the service, we would welcome another referral from you when you are able to commit to treatment. Click here to make a self-referral.
Please be advised that we are unable to conduct any telephone conversations if you are driving. We will terminate the call and call you back at another time.
Who will my appointments be with?
A range of different professionals work within the service including Psychologists, Cognitive Behaviour Therapists and Psychological Wellbeing Practitioners.
Our Psychological Wellbeing Practitioners (PWP’s) have been specifically trained to work with individuals who may be experiencing low mood or anxiety. PWP’s can deliver a wide range of interventions through guided self-help materials. This could be in the form of one-to-one work, group workshops or computerised CBT.
Our High Intensity Cognitive Behaviour Therapists work individually with clients who may be presenting with more severe or complex problems. They may have previous experience working in various mental health settings as nurses, social workers, psychologists or counsellors.
What does therapy involve?
Whether you are attending our workshops, completing our computerised CBT programme or having individual sessions, you are expected to attend your scheduled appointment to maximise the effectiveness of your treatment.
Throughout your course of treatment, you will be asked to complete out-of-session or homework tasks which are designed to help you practice what you have learnt in your therapy session. As CBT is an active talking therapy, sessions are collaborative so involve equal participation between you and your clinician.
At the beginning of treatment, you will set therapy goals which you will be working towards and continuously review with your worker.
At each session we do require you to complete a short set of questionnaires so that we can monitor your symptoms and tailor your treatment accordingly. These questionnaires also help record your improvement throughout treatment.
Can I choose my therapy format or therapist?
It is important to us that you can access therapy in a way that is convenient for you and that you feel comfortable with the therapy you are receiving at all times.
If at any time during treatment you wish to explore different therapy options, please let your therapist know. If you have problems with access, please let us know at the first opportunity so we can help. Sometimes it is helpful to bring a family member or friend along to sessions, so talk to us if that is your preference. Remember, this therapy is for you and we are here to help.
What if I’m not connecting with my therapist?
We can explore other options, including changing therapists if appropriate. Please discuss this with your therapist, if you don’t feel comfortable discussing this with your therapist please contact the team at the earliest opportunity.
What if treatment isn’t working?
Sometimes it takes time for you to start to see a change, it may be that you need to give your treatment time. In any event it is helpful to talk to your therapist about your current plan to ensure it is meeting your needs. We can explore alternative options, if appropriate.
Why do we ask about risk?
We ask about your emotional safety to ensure the right support. If concerns arise, we’ll discuss appropriate next steps with you. Click here to watch our 'Why do we need ask you about safety and risk' video'.
What is video therapy?
Video therapy is online therapy (e.g., via Microsoft Teams), offering the same benefits as in-person sessions. Click here to view our "What to expect from video therapy with our services" leaflet for more information.
How do I attend?
You’ll receive a link via email or text. Microsoft Teams allows document sharing and secure interaction.
Tips for video sessions:
• Use a stable internet connection and reasonably sized screen
• Choose a quiet, private space
• Keep a notebook and pen nearby
• Headphones with a mic can improve audio
Please click here to view our guide on how to attend your appointment on Microsoft Teams.
Click here to view our "How to get the most out of your video therapy session" animation video.
What is the Patient Portal?
The Patient Portal is an online tool that allows you to login prior to your appointment, to provide up-to-date information required for each appointment including updating the relevant clinical measures and any additional questionnaires required.
The information that you provide prior to your appointment on the Patient Portal will be available to your clinician.
How do I get setup on the Patient Portal?
All new referrals to our services will automatically be enrolled to use the Patient Portal, providing you have a valid mobile number and have opted for SMS communication. You will receive a ‘Welcome Message’ by SMS once your first appointment has been booked.
The ‘Welcome Message’ will provide you with your login details. It’s important you keep or make a note of your login details for future appointments.
How does the Patient Portal work?
You will receive a SMS appointment reminder up to 48hrs prior to your scheduled appointment date, you will then receive a second SMS prompting you to login to the Patient Portal and complete all required questionnaires and clinical measures prior to your appointment, please use the link provided in the message to access the Patient Portal.
Can you opt out of the Patient Portal?
If you would like to opt out of the ‘Patient Portal’ please speak directly with your clinician or a member of the service who will be able to provide you with more information.
How is my confidentiality protected?
We ensure that the confidentiality of clients seen within our service is protected. The service is provided in partnership with our local GPs to ensure we all offer you joined up care. Therefore, necessary information will usually be shared with your GP and other health professionals involved in your care (please see the section on ‘Your personal information’ for more details).
In exceptional circumstances and to help safeguard the welfare of yourself and others your information may also be shared with other professionals to provide the support you need. This is in accordance with the principles of the Data Protection Act 2018 under which your information is held. If you express wishes that limit us sharing information, we will respect these wherever possible. If for any reason we do have to share information, you will be informed at the earliest opportunity. If any information needs to be shared with anyone else for any other purpose, this will be also discussed with you.
How will you store my personal information?
The information you provide will be stored on our secure digital system. We will use this information to contact you regarding this referral and may share it with other professionals in relation to your care. Please talk to your therapist if you want further information, or find out more via our ‘Fair Processing Notice’ and sharing information page.
How can I give feedback?
Feedback is welcomed through the PEQ, directly to your therapist, or by contacting the service manager. You can also contact the HPFT Patient Liaison Team (PALS) for compliments, comments, or complaints. Please click here for more details about how to make a compliment, comment or complaint.
What is the Patient Experience Questionnaire (PEQ)?
To support ongoing improvement, we collect patient experience feedback at two points in your journey: after your initial appointment and again at the end of treatment once you have been discharged from the service.
Information collected via the Patient Experience Questionnaire remains confidential and anonymised to allow patients to feedback with ease and honesty. For more information on how your information is processed and shared please refer to our ‘Fair Processing Notice’ and sharing information page
How is the Patient Experience Questionnaire collected?
We aim to make giving feedback easy. You'll receive an SMS reminder with a link to the online questionnaire when it's time to complete it. The questionnaire will vary slightly to allow you to provide information based on the different stages in your journey. Please note that you will only receive a text message if you have provided a valid mobile number and opted for SMS communication.
Patients can also complete PEQs via email or alternative methods, if required. Please do contact us to discuss this, as we really do value your perspectives.
How can I help shape the service?
You can join our service user involvement network, complete surveys, or join co-production activities. Speak to your therapist or click here to visit the 'Get Involved' section of on website.
Can I read about others' experiences?
Yes! Real recovery stories from past service users are available or click here to visit the 'Recovery Stories' section on our website.
How can I support my own recovery?
We offer a free library of self-help tools and workbooks to promote empowerment and self-management: Click here to visit the 'Self-Help' section on our website.