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FAQ  FAQs

How do I find out where my nearest service is?

You will be directed to your nearest available therapist by our admin team. We work at a variety of venues across the Borough of Kensington and Chelsea, Queens Park and Paddington in Westminster, which include GP surgeries, community centres and hospitals.


Will I have to pay?

No, this NHS Service is absolutely free. If you require medication, you will have to pay the standard charge for medication at your pharmacy unless you’re exempt.

If I am offered treatment what can I expect?

We follow NICE guidance in terms of the range and duration of therapies we offer. We very much tailor our work to your individual needs. Take a look at What We Do to find out more information about the range of support available to you.

What is the criteria to be seen?

People who use our services generally present with anxiety, depression, a mixture of anxiety and depression, ocd, phobias and post traumatic stress disorder. If you are unsure if you are eligible for our service, the best thing to do is to self-refer and we will contact you to inform you if you are eligible or signpost you to a more appropriate service.

Can I be seen after or before work?

We can arrange your appointment between 8am and 8pm, Monday to Friday, so that you can easily fit it around your day.

Is the service confidential?

While your information is recorded on paper and computer systems, it remains secure and confidential at all times. The computer systems meet strict security standards and cannot be accessed by anyone without permission. We continue to keep paper records for some purposes and they are stored securely. Everyone working for the NHS has a legal duty to maintain the highest level of confidentiality.

What if English is not my main language?

If English is not your first language please let us know in your self-refer form so that we can arrange an interpreter for you. We also have Farsi and Arabic speaking therapists.

I have a physical disability, will I still be able to attend?

Yes, we always ensure that our sites are accessible. If you have any requirements please let us know on your self-refer form, and we’ll make sure that the location of your appointment is suitable for your needs.

How old do you have to be to be seen?

This service is for people aged 18-years-old and over.

What does self refer mean?

Self refer is where you sign up to receive the help and support you want and need. You can sign up by filling in and submitting the self refer form. This is the most direct way of referring in, if you’d prefer to speak to your GP about your needs first, you can – it’s completely up to you.

What happens after I self refer?

After you self refer we’ll give you a call at a time that’s convenient to you (you can make a note of this on the self refer form), to find out more about you and how we can help you.

I’m concerned about a friend, what should I do?

If you have concerns about a friend, encourage them to talk to their GP. If they aren’t keen to disclose to their GP, encourage them to self-refer, or you can also telephone the Patient Support Service on 0300 013 4799. If you have fears your friend is a danger to themselves or others and/or is at risk of suicide, click here for help in a mental health crisis.

Where will I be seen?

We have a number of sites across Kensington and Chelsea, and Queens Park and Paddington in Westminster, which include GP surgeries, community centres and hospitals.

Can I choose the gender of my therapist?

Although we can’t always guarantee that your therapist will be of a particular gender, please let us know in your opt-in form and we’ll try and arrange a suitable session.

What skills do you teach?

We teach people cognitive behavioural skills to manage their anxiety and depression, to sleep more healthily, to manage their relationships more effectively and to cope with social situations more confidently.

I have a chronic health problem, how can you help me?

We offer cognitive behavioural and counselling interventions specially designed to help people with chronic health conditions manage the physical symptoms and psychological moods of their condition better.

Can my doctor refer me?

Yes, we welcome referrals from GPs, you can also self refer directly.

How do I know if my GP is in the area?

You can view a map of all applicable GP surgeries relevant to Take Time to Talk, alternatively there is a list of GPs that can be downloaded.

What is IAPT?

Improving Access to Psychological Therapies is an NHS programme rolling out services across England offering interventions approved by the National Institute of Health and Clinical Excellence (NICE) for treating people with depression and anxiety disorders.

Do I have to attend a clinic?

We offer both phone consultations and a range of face to face therapies with our clinicians.

How do I make a complaint?

We hope you have a positive experience with us but we understand that now and then there may be things that do not meet your expectations. If you have concerns about any aspect of our service, please tell us.

We recommend you speak to a member of staff in the first instance. You can also contact the Patient Support Service for help and advice.

If staff have been unable to resolve your concerns and you want to make a complaint you can write to the Chief Executive or the Patient Support Service at CNWL Trust Headquarters, Stephenson House, 75 Hampstead Road, London NW1 2PL.

You can also telephone the Patient Support Service on 0300 013 4799 or email feedback.cnwl@nhs.net.

I don’t live in Kensington & Chelsea, Westminster, Paddington or Queens Park. Where can I find help?

If you are seeking support or information, or if you want to know about services available in your area, visit the NHS Choices website for contact details, or contact your GP.

If your question hasn’t been answered please complete the contact form.

We try to respond to inquiries within three working days, we apologise if it does take a little longer than what we’d normally take.

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