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NHS

Spotlights:
Mental Health

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ChatHealth

ChatHealth is being used by a variety of mental health services to improve access to their services. This offers a more accessible option for people who prefer to make contact via messaging due to reasons such as hearing impairments, learning disabilities or neurodiversity.

We are working with crisis mental health teams who have been mandated to provide a text service option alongside 24/7 phone lines. Perinatal mental health support is being offered via text to support maternal mental health during pregnancy and baby’s first year. Messaging lines for young people offer mental health support from school nursing services, Mental Health Support Teams (MHSTs) and CAMHS (Child and Adolescent Mental Health Services) teams.

See the real-world examples below to learn more: 

Number of Messages Received

2,321

Messaging conversations between received from service users and mental health practitioners

(2024-25)

Top Reasons for Contact

  • Emotional support
  • Anxiety
  • Neurodiversity
(April-July 2024)

Busiest Time for Contact

On Tuesday and Thursday
at 10:00 – 13:00

(2024-25)

Evidence

An NHS England case study on the launch of ChatHealth to offer mental health support in Northamptonshire

Feedback from a staff user

“The ChatHealth team provided guidance, and aided us to provide a fully inclusive service for those with mental health needs…A great delivery model and one we are pleased to
work alongside.” – Testimonial from Northamptonshire Healthcare NHS Foundation Trust.

Evidence

Peer-reviewed article on using messaging service to enhance access to mental health support.

Top Reasons for Contact

  • Emotional Support
  • Anxiety
  • Depression

Busiest Time for Contact

On Monday and Wednesday
between 8am and noon

Service user feedback

“I was struggling so much today but having someone at the end of a text that’s willing to help is great.”

Service Lead testimonial

“We know 20% of women will experience mental health problems during the perinatal period. What we want Mum’s Mind to do is improve access to services. We want people to be able to speak about their mental health problems.”

Evidence

Peer reviewed article in the Mental Health Practice Journal explores the implementation of a messaging service in a perinatal mental service.

Service user case studies

A collection of service user case studies

Number of Contacts

2,321

messaging conversations

(2024-25)

Top Reasons for Contact

  • Relationships & family issues
  • Anxiety or panic attacks
  • Depression or low mood
(2024-25)

Busiest Times for Contact

On  Monday & Tuesday
between 15:00-16:00

(2024-25)

Service User Experience

90%

of young people said their ChatHealth conversation helped them

(2024-25)

Feedback from a Young Person

“This has really helped me. Thank you for letting me say what I was feeling without feeling judged.”

Feedback from a Staff User

“What a wonderful tool. The young people who use it do benefit and it’s great to be able to support them.”

Evidence

Peer reviewed article in the Mental Health Practice Journal explores the implementation of a messaging service in a perinatal mental service.

Evidence

Case study of a young people’s mental health service offering ChatHealth

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HealthForms

HealthForms has been piloted in Leicester, Leicester & Rutland to review young people on the CAMHS Duty waiting list for assessments. The digital contact review was introduced to replace the six-monthly face-to-face reviews, which took up clinical time and had negative feedback from families as no treatment took place.

The HealthForms platform allowed the CAMHS team to assess the child/young person’s wellbeing and safety and be alerted of any ‘red flag’ concerns requiring follow-up, whilst advice and signposting is provided to families in a personalised care plan.

See the real-world example below to learn more: 

Number of Responses

351

responses received

(2024 pilot project)

Outcomes

  • 226 (65%) required no further contact
  • 80 offered follow-up appointments
  • 7 discharged from the service
(2024 pilot project)

Number of Red Flag alerts

101

responses raised red flags

(2024 pilot project)

Clinical Efficiency

247

clinical hours saved

(2024 pilot project)

Service User Satisfaction

72%

of respondents said they like completing the review in a digital format

Feedback from a Service User

“I felt that I could say all the things that I wanted through the questionnaire.”

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