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...providing accessible mental health services across the county
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Frequently Asked Questions
Our website aims to answer your questions - select an FAQ category
| General FAQs | Services FAQs | Suffolk Mind Partnership FAQs | Crisis Support FAQs |
General FAQs
Which areas do you cover?
We cover the entire county of Suffolk. Additionally, we offer the Suffolk Mind Partnership counselling service in Thetford, and have a supported housing project in Sawston, Cambridgeshire.
Where are you based?
We have 2 main administration offices, their addresses in Bury St Edmunds and Ipswich but we also use other buildings. We have pulled together all the information about the various locations and you can find the details on the Contacts page.
When are you open?
Most of our premises are open Monday to Friday 9am - 5pm, but you can check a specific location by looking at our Contacts page.
What can you do for me?
We can offer you information about mental health and wellbeing. We can offer you an assessment session and if we have services we think would be appropriate for you we can offer you a variety of services. We will tell you clearly whether we are the most appropriate place for you to seek help or whether we think you should contact your GP or your allocated health care professional. You can read more about what we offer on our Services page.
When won't you be able to help me?
We cannot help you:
- out of hours.
- if you are in acute distress, suffering from acute delusions or hallucinations.
- if you are under the influence of illegal drugs or large quantities of alcohol.
- if you are violent or aggressive.
Mental health services are what we are here to provide and unless this is the primary issue other agencies will be more able to help you than we are.
Can I talk to someone today?
We do not have sufficient people to be able to run a 'drop-in' service. It is sometimes possible for one of our experienced workers to talk to callers who are distressed, but we are unable to guarantee this. If you are in serious distress please talk to your GP or the Samaritans. We have phone numbers and contact details on our Crisis Support page.
I have a problem with drink/drugs that is affecting my mental health. Can you help?
We offer support to change your behavior towards alcohol and cannabis via our Think Smart Drink Smart and Cannabis Cessation programmes. We can also signpost you to other services that deal with addiction and mental health issues combined. We can't however help you if you are under the influence of alcohol or illegal drugs when you come to us.
Does your information come in other formats?
All leaflets produced by Mind National are available in other languages, large print and brail. There is a large library of information available on their website or tell us what you want and we will get it for you.
I am in a wheelchair can I get into the building?
Yes we have disabled access to all public areas apart from our Stowmarket Resource Centre but we are able to provide a service for you in Stowmarket within one of our partners buildings.
Donating
I'd like to give you a donation. How can I do that?
Thank you. The best way is to send a cheque. If you want your donation to be spent in either the east or the west of the county please make your cheque payable to either East Suffolk Mind or West Suffolk Mind. Click here for contact details.
I want to leave you some money in my will. What do I need to know?
To leave us a legacy in your will you need to give your solicitor the details of your chosen charity. It is helpful if you give the name, address and charity number because that makes things easier for the executors. If you specify West Suffolk Mind or East Suffolk Mind your legacy can only be spent in West or East Suffolk. If you specify the Suffolk Mind Partnership your money will be spent to benefit people across Suffolk. If you specify Mind National please be aware that the money will be spent to support national campaigns and activities and will not be given to us to spend in Suffolk. A charitable bequest can also be helpful in maximising the money left for your family as it could bring your balance down below the inheritance tax threshold but you need to speak to your financial advisor about this. You can say how you would like to see the money spent if you have a particular wish to do so, but a general donation helps us enormously as we can then spend it where there is greatest need. All donations and legacies given to charities come under strict financial controls of the Charity Commission.
Jobs and Volunteering
How old do I need to be before I can volunteer for you?
We take volunteers once they are 18 years old.
I would like mental health work experience, are there any opportunities with Suffolk Mind? Suffolk Mind Partnership take both students on placement and volunteers in all areas of our work to offer people mental health work experience.
I am a student - what can you do for me?
Suffolk Mind Partnership take students on placement as part of their course and also take students who want volunteer experience in all areas of our work to offer people mental health work experience.
I've got a question but I can't find the answer here, how do I contact you?
You can call our reception during office hours, you can email us or you can write us a letter. Click here for contact details.
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Services FAQs
Referral routes
How do I get to use your services? Does my GP have to refer me?
No - everyone can ask for a free consultation with one of our trained staff. We do have some anxiety and anger management courses which have been reserved especially for the GPs to refer into but we also have places which people can access by asking us directly.
How do I know which service I need?
When people first make contact with West Suffolk Mind we have what we call a 'consultation'. This is a short, very informal meeting, usually around 20 minutes; between you and one of our workers where we can talk about what difficulties you are having and what we may be able to offer you. We always try our best to help you. If we can't offer you one of our services we will always try to suggest who may be able to help you.
When people first make contact with East Suffolk Mind we offer what we call an Advice, Information, Support session. This is an informal meeting that can last up to 50 minutes; between you and one of our workers where we can talk about what difficulties you are having and what we may be able to offer you. We always try our best to help you. If we can't offer you one of our services we will always try to suggest and support you to access alternative, appropriate services.
Can I refer my friend or relative? I think they really need your help.
No. For reasons of confidentiality, health professionals are the only people other than the client themselves who can make referrals. We cannot discuss any aspects of a relative's referral with you without their express permission. If you are worried about them try and get them to see their GP or health professional.
Is there a cost for the services you offer? Do I have to pay?
All are services are free to you except our Suffolk Mind Counselling service, which is chargeable on a sliding scale of £30 to £8 per session. If you are referred to counselling by your GP the counselling is funded by the NHS. It is likely you will face a longer wait to use the GP referral counselling service.
What age range so you help?
All of our services are available to those aged 16 to 65 and many of them such as counselling, programmes and some of our housing projects are able to offer services to those over the age of 65.
Who will you tell that I've used your services? What will you tell them?
We have a very strict confidentiality policy. However, if staff have serious concerns that you may harm yourself or others, or you lead us to believe that you have committed a hitherto unreported very serious criminal offence - then we reserve the right to break confidentiality. In the normal course of events, we will not disclose any of your details or any of the details regarding the services you have undertaken to a third party without your prior express permission. Any possible exceptions to this will always be made clear to you at the beginning of any course or counselling sessions that may you access.
How do I know I can trust you?
We are professional people working within strong ethical codes and guidelines. We work within the guidelines, ethics, codes of conducts and rules of the BACP, Mind National, the Institute of Fundraising, the Charities Commission, the Data Protection regulations, the NHS Caldicott Principals, Commission for Social Care Inspection (CSCI) as well as usual legal frameworks such as Company Law, Health & Safety legislation etc.
I have missed my appointment. What should I do?
If this is the first time you have missed an appointment contact us to tell us and we will arrange another one. If you have missed more than one you may have to go back on to a waiting list to be seen again.
Programmes
I am nervous about joining a group. How do I know it will be okay?
It's very natural to feel nervous when you are doing something that you haven't done before - everybody feels like that. We really do understand that and so we always do our best to make everyone feel as comfortable as possible. We can assure you that we will not make you do anything that you don't want to do, and that you can do things at the pace that is comfortable for you. We also have a strict confidentiality policy so that you can feel safe that no-one outside of our organisations knows that you are using our services.
What programmes do you offer?
You can read about our Programmes on the Services page.
How many people will there be in the group?
8 to 10
Will I have to pay?
No. All our programmes are free for people to join.
How long is each session?
1.5 hours each. We do ask all participants to be ready to start the group on time.
How long are the courses?
Some are 7 weeks, some are 12 depending on the programme. You can read about our Programmes on the Services page. It is important to attend all sessions so please tell us during the assessment whether there are any sessions you will not be available for.
What time of day will it be?
We run courses in mornings, afternoons and evenings in different towns across the region, so there should be one to meet your needs. As evening courses are the most popular so you may have to wait a little longer to get on an evening course in the town of your first choice.
Do I need to attend all the sessions?
Yes. It is very important to attend all the sessions as the course build from week to week.
Can I go on a course in a different town from where I live?
Yes. We run courses in various towns across the county. The more flexible you are the sooner you are likely to get on a course.
Where are the courses held?
The courses are held in all the main towns in Suffolk.
What if I have a problem with transport?
Let us know during the assessment, we may be able to help.
What if I have a problem with child care?
Let us know during the assessment, we may be able to help
What is this 'assessment'? That sounds worrying. What if I fail?
The 'assessment' is really only a short informal meeting between you and the two course trainers so that you can find out about the course and us, and we can find out a little bit more about you. This helps us when we start to do the course. Don't worry about 'failing'. Nobody 'fails' when we meet them. If we feel that another of our services may be more helpful to you than the course that we are doing the assessment for then we will talk about it with you.
Self Help Groups
What is a self-help group? How does that work?
These self help groups put you in contact with others experiencing the same kind of problems. By meeting together people gain mutual support for each other. These groups are sometimes lead by a trained facilitator to help you help yourself.
Supported Housing
I have questions about your supported housing, where can I find out?
We have put together a table of questions and the answers from the four different services we offer. There are too many to answer here so we have put them all in the Supported Housing section.
Counselling
Is it true you offer free counselling?
If your GP refer you to our GP counselling service you will not have to pay for that because the NHS pay. It is likely you will face a longer wait to use the GP referral counselling service.
Do you do bereavement counselling?
Yes. Although we do not offer specific bereavement counselling, issues around bereavement can be covered by our counsellors. There is a charity which does offer specific bereavement help called CRUSE BEREAVEMENT CARE which 'exists to promote the well-being of bereaved people and to enable anyone bereaved by death to understand their grief and cope with their loss' can be contacted on their helpline number 0844 477 9400 which is open Monday to Friday 9.30am to 5pm, or their email is helpline@cruse.org.uk and their website is www.crusebereavementcare.org.uk
I am training to be a counsellor, can I volunteer for you?
Yes we take on volunteers who have completed at least two years of training to certificate level.
Do you do counselling for people who were abused as a child?
We do not offer specific childhood abuse counselling but our Suffolk Mind Partnership counselling service can offer 12 sessions to help towards recovery.
Do you offer couples counselling?
No. We only offer counselling for individuals. A charity called Relate does offer counseling to couples and they can be contacted on 08451 30 40 16 or their web address is www.relate.org.uk
I'm confused? What is the difference between the Suffolk Mind Partnership Counselling service and the GP Referral Counselling Service?
If your GP refers you to the GP Referral Counselling service it means the NHS pays and you don't. Your GP can offer you 6 therapy sessions (following 1 assessment session).
If you refer yourself to the Suffolk Mind Partnership Counselling service it means you pay between £30 down to £8 per session according to what you can afford. This service offers up to 12 sessions which can be extended if the counsellor thinks it is necessary.
Carers
I am a carer and need support. Is there anything out there for me?
West Suffolk Mind offer respite care to carers that can be accessed via Suffolk Carers on 01473 835420, Suffolk Carers are there to support carers and can signpost to many other services across Suffolk.
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Suffolk Mind Partnership FAQs
What exactly is this 'Suffolk Mind Partnership'? Is it another charity? How is it connected to East Suffolk Mind and West Suffolk Mind?
The Suffolk Mind Partnership is a formal agreement to work together. East Suffolk Mind and West Suffolk Mind are two separate registered charities who have the same mission and are both affiliated to Mind National. We both want to give the best possible service to people in Suffolk with mental health issues and working in partnership means we are better able to do this. For example, having the Partnership agreement means we can share office functions (and so not duplicate admin costs) and can provide the same courses and programmes across the whole county instead of in just one half or the other.
Are you part of the NHS?
No. We are independent charities. We work alongside NHS providers and have a good working relationship with them but we are independent charities. We often try to fill the gaps in service that the NHS don't provide.
Who do you work for?
We are directly employed either by West Suffolk Mind or by East Suffolk Mind. The Suffolk Mind Partnership is a formal agreement between us but we are employed by on or the other of the two charities.
From where do you get your money?
East Suffolk Mind and West Suffolk Mind are responsible for raising the money we require to keep providing the services we do. We get that money from a variety of places. We get some grants from the Suffolk County Council and Suffolk Primary Care Trust. We apply for grants from Charitable Trust and Foundations. We receive donations from individuals. People remember us in their wills. Funds are raised through sponsored events or fundraising activities. We make some money from selling small items. There are other ways people can support us as explained on our Support Us page.
What can I do to help Suffolk Mind?
There are a number of ways you can help Suffolk Mind. You can volunteer, donate time or items, raise funds or use our affinity links. We have set it all out on our Support Us page. Link to Home > Support Us
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Crisis Support FAQs
If I have a concern about someone can you help?
We offer advice and information to service users, carers and friends and we signpost to other voluntary organisations and statutory services if we cannot help. Unless we have written permission from the person concerned to allow us to do so we are unable to discuss their illness or prognosis with you - no matter how close you are to them, but we can discuss how you are feeling and coping and can tell you what services we provide that might help you deal with the situation you are in.
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Did you find an answer to your question?
If you want to know something and can't find the answers here please either call us during office hours or send us an email. Click here for contact details.
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