Children, Young People & Families Feedback

We’ve listened to what young people and families have told us about your experiences of being supported by more than one service. Because of this, we’ve created a new way of working when this happens, called a ‘Warm Handover’. It focuses on clear communication between teams, and making sure young people and their families are involved and listened to as they move through the system. This is to make your care safer, more joined-up, and more helpful.

What is a warm handover?

A warm handover is a planned conversation between:

• You (and your family or carer, if you choose)
• The current professional supporting you
• Any new professional or team who will be involved in your care

This three-way conversation gives you the chance to talk things through together, ask questions, and share what’s important to you – with everyone in the room (or call) at the same time.

You and your family are at the centre of this conversation and are encouraged to lead as much as you feel comfortable.

Why it matters

Warm handovers are about:

• Making sure everyone is on the same page
• Helping you feel supported, not passed around
• Making transitions between services smoother and more personal
• Ensuring your voice is heard at every step

Warm handovers can happen at different points in your journey – whenever you move between teams or need support from someone new.

We’re here to make sure that support always feels joined-up, respectful and right for you.

You said: We’d like more sessions when we receive support from Mindworks (for many different reasons).

We looked at your feedback, spoke to staff, checked research and current practice, and created a clear guide to help decide the number of sessions you have— based on your needs. We will review how this is going with young people, families and staff in 6 months time.

What we found:

• Everyone is different: Some people need just a few sessions, others need more.
• Differences in staff understanding about if/how many sessions can be offered.
• Young people and families are often nervous about ending sessions.
• We could be clearer about what you can expect from Mindworks (including number of sessions).
• Mostly, young people are given a ‘block’ of sessions even if they may need less.
• Parents/carers would like more information, so they can support you after sessions end.
• There are non Mindworks services, but not everyone knows about them.
• We have limited resources which we need to balance.

For our new guide, please visit our 'What to expect' page.

127 of you accessed the annual Children and Young People’s (CYP) survey, with 49 completing it. The survey focused on your experience of support from Mindworks, linked to the THRIVE Framework.  The THRIVE Framework (Wolpert et al., 2019) aims to make sure you are involved in your care and services work collaboratively to give you the best support possible.

Overall, there was a varied experience of using Mindworks services. Most of you shared that you felt listened to, involved in decision making, and trusted the person that supported you. However, you did not always feel you were given tools to manage independently or that you knew what would happen if progress was not made. Around half of you felt that you needed to repeat yourself to different professionals and were not clear who to turn to with questions or worries.

You shared comments on wanting shorter waiting times, more sessions or longer-term support, better availability and accessibility, better communication and more involvement of parents.

We did:

• Work is ongoing to improve the experience of endings for Children, Young people and families (CYPF); including involving parents and carers more, supporting staff to attend THRIVE training on ‘endings’, and developing clear ‘staying well plans’ for when sessions finish.
• Mindworks has set up a group specifically to explore the length of interventions across the alliance.
• Some services in Mindworks are being redesigned to have a ‘hub-based’ model. This will improve access to CYPF having the right support at the right time, with more efficient local signposting.
• THRIVE training is available to staff in Mindworks, which supports with areas needing improvement, such as shared decision making, clearer endings, collaborative work, and effective signposting/transitions.
• The website has been updated with information for whilst you are waiting (Support on offer while waiting :: Mindworks Surrey).

​​​​​​​We will focus on getting feedback via the Experience of Service Questionnaires (ESQ), service user participation forums, and other ongoing projects. You can find more information about how to get involved here.

You shared that you would like increased check ins whilst waiting for formal support/assessments, information on wait times and increased suggestions of support available before seeing someone in Mindworks. You told us that more groups and community spaces would help and being able to track a request for support.

We did:

• All Mindworks organisations have processes to check in with young people and families who are waiting for formal support or assessments/diagnosis. This is based on how long you have been waiting, and the needs of you or your child.
• National Autistic Society and Barnardo’s are providing extra calls for parents/carers of the young people on the Neurodevelopmental wait list to offer support and check-in. 
• We have added information about how long you might wait for neurodevelopmental assessments to a new ‘what to expect’ letter and the ⦁    Neurodevelopmental service page on the Mindworks website. 
• The Mindworks Communications team is creating new information on ‘what you can expect’ before/during and after support which will be available on the website.
• There is a long-term plan to explore how technology could be used which would help track your requests for support. 
• Since November 2023 there have been increased calls to families who are waiting for an assessment/ diagnosis from the Neurodevelopmental service.
• We have also created advice for families who access private emotional wellbeing/mental health support, to make sure this is a safe option.

You shared that you would like professionals to have more knowledge about neurodiversity and how to support young people better, in school and generally. You would like more information and advice about neurodiversity yourselves, and more information about what support is available.

We did:

• The Mindworks website now includes more information about Neurodiversity and strategies. 
• Work is starting on a digital profile tool to support understanding what strategies should be used to support a young person’s needs.
• Our ‘Navigating the maze’ parent/carer workshop has recently been made available.
• Surrey’s all age autism strategy has a focus on training. There are plans for a new project which will involve people with lived experience of Neurodiversity, creating a series of videos for young people and adults to share their experiences, knowledge and what supported them. 
• Some Mindworks partners provide in school training for staff (Barnardos, NAS and Eikon) and offer Neurodevelopmental support (without and after a diagnosis) for parents/carers and young people.
• The Mindworks Neurodevelopmental team offers advice (consultations) to schools to support individual young people.
• There will be 4 new Neurodevelopment advisors (recruitment March/April 2024) part of the Surrey County Council Early Intervention Team, to support schools in their understanding and knowledge of how to support children and young people who may be neurodivergent.
• There is new training on Learning Disability and Autism available for health and care services. The Health and Care Act 2022 now says that staff in health and social care must receive learning disability and autism training, which will include Mindworks.
• A new project ‘Partnerships for Inclusion of Neurodiversity in Schools’ started in April 2024, to create and deliver co-produced neurodevelopmental training with families, for 40 primary schools in Surrey.

You shared that navigating support can be confusing and the Mindworks website was not always easy to understand what is available and how to access it. You asked for extra guides to understand what to expect. You also told us that having a map would help you understand.

We did:

• Mindworks held workshops with young people, parents/carers and professionals in July 2023 about the website. This feedback has helped re-design it, make it simpler and update the content. What has been achieved so far can be found here: 

• The Communication team are currently doing a ‘What is Mindworks’ campaign, to try and make Mindworks clearer. This includes a social media campaigns, posters and communication with schools as well as looking at how Mindworks is described with the wider system.
• Surrey Youth Voice, Consulting Youth Advisors Youth Participation Group are creating a new guide from a young person’s perspective, on what to expect when receiving extra wellbeing and mental health support. 
• It has not been possible to create a ‘journey of support’ map because of the many ways that a young person may get support, and because this regularly changes. Instead, a visual one-page Mindworks visual ‘map’ which was also requested is being created and will be uploaded to the website. 

You shared that young people would like more flexibility about the amount of sessions they have and would like to have more than 6-8 sessions as it can be difficult to build a relationship and open up. You also said you would like more options to self request support. You told us that it isn’t always clear how to re-access support and asked for this to be made easier and clearer.

We did:

• Clearer self-request options have been added to the website: Groups for Young people and Groups for parents/carers. 
• In Mindworks, sessions are offered based on the needs of the young person and guidance for the different types of support Mindworks has available. For example, 6 sessions and a review are offered in family therapy, with a further 4 sessions possible. Where additional sessions are needed, this is discussed with the young person and/or family, and in supervision to agree on whether more sessions, a different type of support, or another agency would best meet the young person’s needs. ​
• Mindworks has been exploring how many sessions young people are receiving, and the needs of young people we are supporting. We also plan to explore how and when more sessions are offered so that we have a consistent approach. 

• Young people from Consulting Youth Advisors (CYA) and ATLAS have reviewed the closure letters sent by Surrey and Borders Partnership. They looked at what support services children, young people and families are signposted to and shared what support services young people find helpful. They also shared feedback on how to make discharge letters easier for young people to understand. 
   

Families shared that supporting a young person who has mental health or neurodevelopmental needs can be difficult. You asked for more support and increased suggestions of peer support spaces like Family Voice Surrey and to develop more peer support opportunities.

We did:

• Mindworks has had a Support for Parents Service provided by Barnardos for several years.
• During the increased check-in calls for those currently on the wait list for neurodevelopmental assessment/ diagnosis, parents and carers should be signposted to Family Voice Surrey.
• We have updated the parent/carer information pages on our Mindworks website and we are continuing to add to this.
• Mindworks partners are offering more parent/carer spaces and support options. E.g. coffee mornings, extra webinars, or peer support. This includes the fortnightly HOPE parent/carer groups.
• There has been an increased focus on sharing parent/carer support across Mindworks.