FAQs for people who would like support

Accessing support

What kind of help can I access?

At the moment the following support is available via self-referral:

  • Check In and Chat: A Check In and Chat Volunteer provides telephone support to people in need of a friendly phone call and encouragement to improve mental health and wellbeing.
  • Check In and Chat Plus: This is a regular chat with the same volunteer over a 6-week period if you feel you are particularly vulnerable. This could be if you have been recently discharged from hospital, have a health condition, are experiencing social isolation or loneliness, have caring responsibilities or are waiting for elective surgery.
  • Community Response: A volunteer will help with collecting prescriptions, lateral flow tests or shopping for those with a current health need.

You can call our self-referral phone line to make a referral on 0808 196 3646 between 8am and 8pm, 7 days a week.

How do I access support?

If you, or someone you know, would like to register for support from the Volunteer Responders please call 0808 196 3646 (8am to 8pm, 7 days a week) and speak to our Support Team who can register your request.

Am I eligible for support?

Check In and Chat is a preventative activity to support people with a current health need in need of a friendly call and encouragement to improve their mental health and wellbeing.

Check In and Chat Plus is a regular chat with the same volunteer over a 6-week period if you feel you are particularly vulnerable. This could be if you have been recently discharged from hospital, have a health condition, are experiencing social isolation or loneliness, have caring responsibilities or are waiting for elective surgery.

These services are not designed to be a treatment service and therefore anyone with complex vulnerabilities or needs would not be suitable to be referred into the scheme.

Examples where the service would not be appropriate:

  • People with complex mental health needs
  • People who are known to be suicidal
  • People with severe cognitive impairment
  • Referrals for those with drug addiction or alcohol dependency.

If it is identified by our Support Team that the service is no longer suitable, then you may be signposted to or supported in accessing more appropriate providers.

Community Response is for those with a currently health need, for example those who have recently been discharged from hospital or are waiting to be admitted or their carers.

What information do I need to provide when I call to register for support?

You will be asked to provide your contact details including address and phone number and your GP/Healthcare details. We need your GP details to ensure you have the right support for your needs.

Can a family member refer in on behalf of a relative that meets the criteria?

Yes, as long as the person being referred has given their consent the family member can call on their behalf.

I want to know if my health professional or GP has already referred me into the programme?

You can call the Support Team on 0808 196 3382 and they will look into this for you.

What information will I receive?

If you register for volunteer support you will be sent a letter that will give you more details about the programme and what you can expect from our volunteers and how we use your data. You can ask for a copy of our privacy notice when requesting support if you require one.

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Page last reviewed: 26 January 2024