When we spoke to young people using child and adolescent mental health services (CAMHS) in Trafford as part of our work around patient experience we were struck by how nervous they were before their first appointment. Often, the anxiety was made worse because they didn’t know what to expect – will I be lying on a couch talking about my life and my problems like I’ve seen on TV?
The findings from our qualitative research helped the trust think more about how to empathise more effectively with service users and improve the experience. This led to a renewed focus with the ‘With U in Mind’ website giving young people a better understanding of what is going to happen at their appointment.
A powerful video features on the website telling the story of a real patient visiting CAMHS for the first time: