2. We support minds

Every year we help thousands of people get the best possible support for their mental health. Our online information makes sense of mental health - and it’s always based on real experiences.

Our helplines support people to find answers, options and hope. And, working with local Minds and partners in communities, we deliver face-to-face support that meets the most urgent problems people face today. Here are just a few stories to highlight the impact our support is having in communities across Wales.

Last year over 75,000 people in Wales sought urgent NHS help for their mental health by calling 111 and pressing 2^[² ^], with many of those callers ending up in their local Accident and Emergency (A&E). The Sanctuary service run by Pembrokeshire and Carmarthen Mind was created with Hywel Dda University Health Board, to help address high A&E visits at ‘peak crisis times’.

This evening and night-time service for people nearing a mental health crisis needs no appointment. People can drop in to the local Mind in Haverfordwest or reach out via call, text or WhatsApp.

[2] NHS Wales Joint Commissioning Committee (2024)

2.1 A place of sanctuary in difficult times

Friendly staff listen and give immediate support, taking pressure off crisis teams, General Practitioners (GPs), and police. They can also connect people with ongoing help from the local Mind and other agencies. Despite no 2 cases being the same, Pembrokeshire and Carmarthen Mind can respond quickly to emerging trends, shaping the practical support it provides in areas like money, housing, and employment.

As more people struggle with environmental pressures, internal referrals from the Sanctuary can give speedy access to services that help overall wellbeing.

Daily drop ins, activities, and courses can all help people struggling with feelings of isolation.

Ultimately, expert support with little or no wait times can save lives.

The Sanctuary in numbers:

107

People were supported by the Sanctuary in 2023/24.

1 to 1

Many had follow-up support from the local Mind including a 1 to 1 appointment (289) and telephone support (199).

3

People signposted to the local Mind, now volunteer there.

Brett’s story

When Brett (name changed) first came to the Sanctuary they were very anxious and struggling with a recent mental health diagnosis. With no fixed accommodation, they were finding it hard to access the ‘right’ support.

Coming through the door that first night, they were soaked through by the rain and experiencing feelings of hopelessness. After a shower and cup of tea, they began to share their story of how they came to be homeless, living in a tent nearby.

The local Mind referred Brett to their ‘Money and mental health’ project (Partners for the Journey) who were able to support them to get a bus and rail pass.

Brett continued to visit the Sanctuary on evenings during the weekend and received 1 to 1 support to talk and work on their self-esteem.

After receiving multi-agency support from Mind in Pembrokeshire, Pembrokeshire County Council and Pembrokeshire Care Society, Brett was given temporary accommodation. This not only meant a roof over their head but also access to WiFi so they could keep in contact with loved ones and build connections.

Now with a newfound confidence and a sense of hope, Brett is looking to the future. They have a plan to raise awareness of the issues that those who are homeless often face.

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Local Minds across Wales are seeing more children and young people struggle with their mental health since the pandemic, meaning services must expand and offer different kinds of support. Through its Wellbeing Ambassador scheme, Mind in Gwent has harnessed the power of young volunteers to help support their peers, whilst looking after and improving their own wellbeing.

The Children, Young People and Families team offers support to 7 to 25-year-olds and their families, in 1 to 1 and group settings. Many of the Wellbeing Ambassadors have received support themselves before going on to help others experiencing similar struggles.

24% of areas in Newport are amongst the top 10% most deprived areas in Wales, with child poverty levels the fourth highest of all local authorities in Wales. The young people who use the Wellbeing Advisers service are supported with:

Anxiety / separation anxiety
Emotionally based school avoidance
Building confidence
Coping strategies.

Having suffered with my mental health and using the service myself, being able to help others as a Wellbeing Ambassador means so much to me.

Ella, Wellbeing Ambassador

2.2 Young mental health ambassadors in Gwent

2023/24 in numbers:

37

Volunteer Wellbeing Ambassadors

93%

(28 out of 30) young people would recommend the service to a friend or family member

Wellbeing Advisers programme service users reported an increase in wellbeing and happiness (measured by ONS4) and a decrease in anxiety levels (measured by SWEMWEBS).

Our research with the Co-op shows community hubs allow people to form meaningful connections and feel a shared sense of belonging. ³

Over 1,000

young people, parents and carers were supported by Mind in Gwent’s Children, Young People and Families team.

117

people were supported by the Children, Young People and Families team in 393 sessions

Wellbeing Advisers, Programme Evaluation, Mind (2024)

[3] Together through tough times, Coop and Mind report (2021)

In response to growing need, we launched two new helplines for people across England and Wales: 1 for welfare benefits and 1 for emotional support. They join our well-established information and legal lines, bringing the total number to 4.

Our helplines are a place to talk without the pressure of a diagnosis. Staff, based in south Wales, provide a voice at the end of the phone when there’s nowhere else to turn. Each line has been expertly designed with individual mental health and wellbeing needs in mind.

The welfare benefits line can help with financial questions around benefits and cost-of-living support, including those struggling with appeals and claim reconsiderations.

The support line is for people looking for a safe and confidential place to talk openly about their mental health and wellbeing, and who would like support finding the right next steps.

2.3 Introducing new welfare benefits and support lines

The best part of my job is being able to provide support, whether it's directing somebody to a local Mind branch or listening to someone who's in distress. We're able to provide them with a listening ear and options for help and support.

I remember speaking to a gentleman in south Wales who had been through every support service looking for help with his mental health. We found support through his local Mind branch and a local support service. It was a very humbling call, to be able to help someone and for them to be so thankful.

Amanda, Infoline advisor

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Helplines in numbers:

In recent years, queries have become more complex. The most common reasons for calls made in Wales are depression, information about support and services, and anxiety/panic attacks.

The calls help us understand where support is lacking in the country so we can help improve mental health care in response.

*Note, only queries where the person has given a location are included and the estimated number is approximately 10,000.

7-9%

of callers each month across all of Mind’s helplines are from Wales.

2,044

callers to Mind’s helplines and webchat services stated their location as Wales*.

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We know mental health services in Welsh are hard to access. But when you’re living with a mental health problem, having the right information in your language of choice is vital.

In 2023/24 we produced 37 new or updated pieces of Welsh language mental health information on our website, taking the total to 49. Topics covered include trauma, bereavement, coping after a suicide attempt, self-esteem, stress and more.

These pages were visited more than 35,000 times last year and in February, a campaign promoting the information to Welsh speakers reached more than 360,000 people.

In support of the campaign, Ffion candidly shared the negative impact of accessing support in English had on her, rather than in her first language.

Influencers and organisations including Katie Owen, the Children’s Commissioner, Dydd Miwsig Cymru and Pobol y Cwm showed support for the campaign.

Creating Welsh language mental health information is part of our Cynnig Cymraeg, or Welsh Offer, which is approved by the Welsh Language Commissioner’s Office and reflects our ongoing commitment to supporting Welsh speakers with their mental health. In 2023, we were shortlisted for ‘Best use of Welsh’ at the Welsh Charity Awards.

2.4 Launching new Welsh language mental health information

Watch our media volunteer, Ffion and Senior Communications and Marketing Officer, Bethan, talk about the campaign on Prynhawn Da.

Discussing mental health problems in your first language is difficult enough, let alone having to add the task of translating thoughts and feelings about something you don’t quite understand yourself.

Ffion, Mind Cymru Media Volunteer