Mental Health Telephone Helpline & Webchat Survey 2019

Closed 7 Jun 2019

Opened 7 May 2019

Results Updated 3 Jul 2019

Thank you to everyone who took the time to input into the recent survey.

In total, across the five week engagement period, the Council received 80 survey responses and engaged with an additional 55 people through face to face sessions across Coventry and Warwickshire.

A full report is currently being developed and will be available on this site in due course.



The Better Health, Better Care, Better Value Partnership are leading a review of the Mental Health Telephone Helpline and Webchat for Coventry and Warwickshire (the service is currently provided by Mental Health Matters).

As part of this review we want to hear from a wide range of people about what they feel is important about the service, including what is working well and what could be improved. You can provide feedback whether or not you have actually used the service. We also welcome feedback from individuals or organisations who refer or signpost to the service. This information will help us to review the service and help plan the best service in the future.

Information that may help you to complete this survey:

Coventry and Warwickshire has a Mental Health Telephone Helpline and Webchat for adults aged 16 years and over, who live in Warwickshire or Coventry and / or who are registered with a Coventry or Warwickshire.

The service offers emotional support, guidance or information, 24 hours a day, 7 days a week. The service is offered from a free-phone telephone helpline, with a webchat option. The webchat service is an online service which provides a confidential and easy way to communicate with the helpline staff for those who are not comfortable talking on the telephone. Individuals communicate online to the same highly skilled staff and receive the same level of service and support as provided through the helpline.

People can self–refer or be signposted to the service.

You can find out more from:

What is The Better Health, Better Care, Better Value Partnership?

Coventry and Warwickshire’s Sustainability and Transformation Partnership (sometimes called an STP) involves local NHS organisations and councils working together to improve health and care in the areas they serve with a focus on supporting people to be healthier, provide high-quality care and make services more sustainable. There is a particular priority around Mental Health.

How to take part:

We want to assure you that your responses are completely anonymous.

You can put forward your views by:

1.         Completing the survey on-line using the link below.

2.         Requesting a paper survey (freepost return) by:

            Telephone: 01926 731484


The closing date for responses is 7th June 2019.

If you would like to find out more about the outcomes of this engagement, please contact

What Happens Next

This survey has now closed. Many thanks to everyone who took the time to share their views. All feedback is now being considered and will inform our thinking.


  • All Areas


  • Anyone from any background
  • Service users (current or previous)
  • Black and minority ethnic people
  • Lesbian, gay, bisexual people, Transgender people (LGBT)
  • Carers
  • Parents
  • All ages
  • Young people
  • Adults
  • Older people
  • People with disabilities
  • People with long term conditions
  • All Warwickshire residents
  • Voluntary and third sector organisations
  • Partners
  • Providers
  • Specialist staff
  • Professionals and professional bodies


  • Health and wellbeing
  • Mental health
  • Strategic commissioning
  • Public health