The document provides an idealized description of a young person's journey through CAMHS (Child and Adolescent Mental Health Services) support from start to finish. The summary is: 1) The young person's GP listens carefully and refers them to CAMHS, where they are contacted promptly by phone or letter and provided useful information. 2) At their first CAMHS appointment, the welcoming receptionist and comfortable waiting area help put them at ease before meeting with their empathetic worker. 3) Ongoing support involves the worker taking a holistic approach and clear communication from managers about the treatment structure and options. 4) The ending is well-managed too, with follow-ups and

1. A Perfect CAMHS
Journey
--From a Service
User’s Perspective
Presented by Olivia Stanley, Matt Ruane,
Rachel Vowden, Jon Davies and with
help from Robin Tay.

2. A Perfect CAMHS Journey

3. “For many young people, the first step of the CAMHS journey is a trip to
their GP…”
GP:
Hello, I’m your GP. As well as my expertise in physical health,
I have an extensive knowledge and understanding of mental
and emotional health. When you come to see me I’ll listen
carefully to what you say and I’ll focus on the emotional
aspects of what you talk about as well as the physical. I’ll tell
you about the various services that might be able to support
you and I’ll ask for your views on what should happen next.
Between us we’ll decide what the next step will be. So let’s say
we decided that a referral into CAMHS is the way
forward….Someone from CAMHS will contact you in a couple
of days, how would you like to be contacted?
Rachel: By phone please
Jon:
I’d like CAMHS to write to me please
GP:
Okey dokey, no problem

4. Visit to the GP – Key Points
 The GP would consider both our physical and
mental health when we go to see them for any
emotional or behavioural problems.
 They would have an extensive knowledge of
the services available for young people to
access.
 The young person’s individual needs shall be
acknowledged and if they are referred to
CAMHS they should have a say in how they
would like to be contacted.

5. A Perfect CAMHS Journey

6. CAMHS Worker no.1:
Hi Rachel, I’m a CAMHS Worker and when I give you a
call a couple of days after you’ve seen your GP, I’ll chat
to you and find out more about what you need and
assess whether or not you’re at risk.
I’ll tell you about CAMHS and reassure you about the
way we work.
Also, I’ll let you know roughly how long it will be until
your first appointment and I’ll suggest some websites
you can look at to get information and support in the
meantime.

7. CAMHS Worker no.2:
Hi Jon, I’m also a CAMHS Worker and when I write to
you a couple of days after you’ve seen your GP I’ll make
sure the letter has a friendly tone and is in plain English –
not too formal and complicated.
I’ll include information about CAMHS and what we do
and I’ll let you know roughly how long it will be until
your first appointment. I’ll give you an outline of what
being a CAMH Service user means so that you’ve got an
idea of what to expect.
Also, I’ll include some information about where you can
find information and support while you’re waiting for
your appointment.

8. First contact from CAMHS – Key Points
 If the young person wishes to receive a phone call, they
should be provided with useful information about
CAMHS and how they can help.
 If the young person decides to receive a letter from
CAMHS, it should be easy to read and have a
welcoming tone.
 In both cases, the young person should receive useful
resources which can support them whilst they wait to
be seen. A rough estimate of when the young person
can expect to have an appointment would also be
appreciated.

9. A Perfect CAMHS Journey

10. Letter with details of first appointment:
I’m the letter confirming the details of your first appointment. I’m
reassuring, personal, positive and friendly….I’m definitely not cold
and clinical.
“First impressions are important. I might be feeling nervous and anxious
when I come to CAMHS for the first time. I really want to be made to feel at
ease…”
CAMHS Receptionist:
Hello, I’m the CAMHS Receptionist. Mine will be the first face you
see when you come for your appointment and I know how important
first impressions are. I realise that you might be a bit on the nervous
side so I’ll be attentive, cheerful and welcoming. I’ll find out your
name and I’ll always use it when I’m talking to you – I’ll tell you
what my name is too. When you come back for more appointments
I’ll remember you and I’ll always be pleased to see you.

11. CAMHS Building:
I’m the CAMHS building. When you come here you’ll find all the
doors open – no secret codes or magical security key fobs. In the
waiting room there are comfy sofas and chairs and there are some
children’s toys….but not too many.
There’s a variety of reading material including some of the daily
papers (but NEVER the Daily Mail). There’s a TV that’s sometimes on
in the corner and when it’s on it’s never, ever on the CBEEBIES
channel. When the TV is not on, there’s a radio on in the background.
There’s a vending machine for hot drinks, a water dispenser and a
good supply of cups. Also, there’s some plants – a yucca plant and a
bonsai tree. The place doesn’t smell of dodgy air fresheners or
anything unpleasant in fact.
The walls are neutral colours – not too bright but not too drab either –
and there are pieces of art made by children and young people who
have used CAMHS on the walls. Some of the floors are wood and
some are carpeted – there is absolutely no lino.

12. CAMHS Worker no.3:
I’m the worker that will be with you during your time with
CAMHS. When you come for your first appointment I’ll
come and meet you in the waiting room. I’ll tell you my
name and my job title and I’ll explain my role in a clear way
so that you have some understanding of what I do. I’ll be
relaxed, confident and friendly.
I’ll know your name and I’ll use it. If you’re with someone
else, like a parent or carer, I’ll engage with them too and I’ll
ask you if you would like them to come with you to your
appointment.
When we get to the therapy room you’ll find it cool and airy
with some comfy chairs and no desk. I’ll check that it’s cool
enough or warm enough for you and I’ll let you choose
where you sit.
Continued….

13. CAMHS Worker no.3 (continued)…
I’ll break the ice with a few light hearted questions and I’ll tell you a
bit about me too. In our first meeting I’ll find out as much as I can
about you and your life and I’ll ask some questions about your
emotional wellbeing but nothing too pressured and I’ll let you know
that you don’t have to answer any questions that you don’t want to.
I’ll listen really carefully and I’ll check with you that it’s ok to take
notes if I feel I need to. When I’m working with you I’ll think about
you in the broadest sense – I’ll consider your family, your friends.
School or college, work, pets and anything else that plays a part in
your life.
When we get to the end of our first appointment, I‘ll be really clear
and honest about what will happen next – for example, how many
appointments you’re likely to have and how often.

14. First visit to CAMHS – Key Points
 CAMHS Receptionists play a large role in a young
person’s first impression of the service – they’re just as
important as therapists and consultants in regards to
the CAMHS experience!
 Young people would like a waiting area which is
contemporary, comfortable and equipped with
refreshment facilities.
 Positive traits of a CAMHS worker would include – the
ability to listen, to be likeable and take an holistic
approach when assessing what support the young
person needs. This could encompass their family,
school, friends, work and even pets!

15. A Perfect CAMHS Journey

16. CAMHS Manager no.1:
As a CAMHS Manager I’ll make sure that your worker knows to
explain the structure of your support and all the details such as
where you have to go, how often and how long you’ll get support
for. I’ll make sure that your worker uses outcome measures as
supporting tool and not as the main factor in hearing what you’ve
got to say.
As a service, we’ll give you information and resources to help you
between sessions. We’ll always listen to what you say, give you
advice and guidance when you ask for it and encourage you to
contact us between sessions if you need to.
We’ll also encourage you to keep a record of how your support is
going – maybe a diary – so that you can share these thoughts with
your worker. We’ll ask your worker to share with you how they
think it’s going too. We hope that this will help the worker to get
even better at their job.

17. CAMHS Manager no.2:
Hi, I’m another CAMHS Manager. I’ll make sure you have some
choice over the Worker that helps you and I’ll make sure it’s as
easy as possible to change your Worker if you need to.
As a service, we’ll do everything we can to keep you with the
Worker you’re happy with and we’ll be really honest, and give
you as much warning as we can, if this has to change for any
reason.
We’ll make sure you know how to raise a concern about CAMHS
in a way that feels safe for you so that you don’t feel
uncomfortable or worry that your support might be affected in
bad way.

18. During our time with CAMHS– Key Points
 It is important that the young person understands the
treatment that they may receive and its structure. In
between sessions, the young person can contact their
CAMHS worker, if they are in distress or need help
outside of appointment time.
 We understand the constraints of a health service like
CAMHS, but where possible young people would like a
choice over the worker they are assigned.
 If there are any direct concerns, either by the worker or
young person, there should be a dedicated person who
can deal with any difficulties or complaints, to ensure
that effective treatment is given.

19. A Perfect CAMHS Journey

20. “At some point we’ll have to say goodbye to CAMHS and it’s really
important to get the ending right…”
CAMHS Manager no.3:
Hello, I’m CAMHS Manager number 3. When you’re getting
towards the end of your time in CAMHS, I’ll make sure your
Worker explains how your support will end and what will
happen next. You’ll be able to have some follow up sessions to
see how you’re doing – these will get less frequent and will end
up like occasional check-ups.
When your support has come to an end, your Worker will assure
you that if you feel you need their help again, you’ll be able to
make an appointment with them without having to go through
the whole referral process for a second time.

21. CAMHS Manager no.4:
Hi, I’m another CAMHS Manager – I realise we’re starting to
look a bit management heavy in this scenario…sorry about that.
Anyway, if you’re moving from CAMHS into Adult Services,
I’ll make sure that we’re flexible about how this happens – we
won’t be too rigid about when this has to happen and we’ll base
our decision on your needs as an individual.
Before you leave us, we’ll give you lots of information about
Adult Services and explain how it’s different from CAMHS so
that you know what to expect. Once you’ve moved on, we’ll
keep in touch with Adult Services and support their work with
you as much as we can. We’ll share any information with them
that you want us to in order to help you.

22. Towards the end of our time at CAMHS– Key Points
 The young person should be aware of the support they
can receive after they have reached the end of their time
at CAMHS. Follow-up appointments should be
arranged and would become less frequent, to ensure
that the right progress is being made.
 Clear information will be given to the young person
about adult mental health services, and how it may
benefit them.
 An agreement between CAMHS and the young person
could be reached about the right time for the transition
to occur.

23. CAMHS Worker no.4:
And finally…I’m another CAMHS
Worker by the way….and if I was your
Worker – when we come to the end of
our work together I’ll let you know that
it’s ok to keep in touch with me and tell
me about all of the exciting things you’re
doing.

24. Thank you.