Case study: Mental Health - Jane's Story

Report - 24 November 2025

Healthwatch Stockton-on-Tees has published a compelling case study highlighting the experience of a young adult who waited nearly two years for mental health support.

Jane’s story, shared in collaboration with Starfish Health & Wellbeing, reveals the barriers many face when trying to access talking therapies, from poor communication and unclear discharge procedures to long waiting times and digital exclusion.

Thanks to persistent advocacy and partnership working, the local NHS Talking Therapies provider, Impact on Teesside, has responded constructively. Improvements now underway include:

  • Structured outreach for those on waiting lists
  • Clearer discharge protocols
  • Enhanced phone systems and staff support
  • Better referral guidance for professionals

Kooth Service Ending – What’s Next?

As part of wider system transformation, the Kooth digital platform will no longer be available to children and young people across Tees Valley after 31 December 2025. 

In its place, the NENC Integrated Care Board (ICB) will launch a new ‘Getting Advice & Getting Help’ Children and Young People’s Mental Health & Wellbeing Service on 1 January 2026, with a refreshed digital offer.

Healthwatch will support this transition by:

  • Raising awareness of the change
  • Gathering feedback on the new service
  • Amplifying young voices to shape future design
  • Sharing learning across the wider NENC Healthwatch network

We remain committed to ensuring mental health services are responsive, inclusive, and rooted in community needs.

More information on the new Children and Young People's Mental Health & Wellbeing Service will be available later this year, before the launch on 1st January. 

"Jane’s story is sadly not unique. Our independence allows us to hear from those most affected by health inequalities, and we’re committed to working with partners to ensure mental health services are accessible, compassionate, and fit for purpose."

Natasha Douglas, Healthwatch Stockton-on-Tees Manager and Healthwatch Tees Valley NENC Representative

Mental Health Support for Children & Young Adults

If a child is at serious risk (e.g., self-harming with intent to cause harm, or expressing suicidal thoughts):

Contact the CAMHS Crisis Team via NHS 111 – Option 2. They will assess the situation and make sure the right help is provided.

CAHMS

For Tees (Middlesbrough, Redcar, Hartlepool or Stockton) Contact the Single Point of Access for CAMHS: 

0300 2000 000 option 1 or you can email at the below:

For Stockton and Hartlepool: tewv.ntspoc-camhs@nhs.net 

Downloads

You can download the full case study below.

HWS case study mental health support (FINAL)
Download (PDF 4.02 MB)

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