Healthwatch York worked with Rachael Maskell MP and other local voluntary sector organisations to find out people’s experiences of local mental health services and what a better service might look like.
Healthwatch York regularly collects feedback from local people about their experiences of local health services, including mental health services. Between January 2024 and September 2025, we heard from 146 people sharing their experiences of mental health services in York.
While there was some positive feedback, the majority was from people struggling to access services or facing challenges in accessing support. The report, ‘Mental health in York: a progress review’ summarises the feedback Healthwatch York received and shows that little has changed since the organisation’s 2023 report, Breaking Point.
Healthwatch York also wanted to hear people’s ideas for what a good mental health service should look like. We received feedback at public meetings, via voluntary sector organisations and a survey for individuals and organisations. Our aim was to explore people’s ideas about what is working and what a better service looks like for them.
As a result of feedback, Healthwatch York’s report outlines a new approach taking into account what is and isn’t working in the current approach:
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Being truly trauma informed and understanding the needs of neurodivergent people.
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Providing timely support through simple and effective referrals.
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Providing support for people waiting for services.
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Having a true partnership approach that takes utilises the best of all services and recognises that people trust voluntary sector organisations more than statutory services.
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Building trust and relationships between professionals and people experiencing mental ill health.
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Providing better support for people with complex needs.
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Learning from things that have gone wrong.
Siân Balsom, Healthwatch York manager, said: “Our reports seem timely in light of the recently announced public inquiry into Tees Esk and Wear Valleys NHS Trust (TEWV). The feedback we have received over the past eighteen months shows that very little has changed in terms of people’s experiences of local mental health services. However, we have heard a lot of ideas and enthusiasm for improving things and building on the new hub model for mental health services.”It feels like 2026 could be a very positive year for local mental health services. But for that to be true, we must learn from what has gone wrong and build on what is working including developing a true and fully funded partnership between statutory and voluntary sector organisations.”
Rachael Maskell MP added: “I want to thank Healthwatch York for their brilliant work done on this. I am so glad to have been able to work with them on such an important issue. It is vital that we understand the failings that have been made by TEWV, and ensure a process of full accountability and trust-building.“I was able to use Healthwatch York’s research in my response to the Health Secretary’s decision to call for a full public inquiry into TEWV, and their report shows just how important and necessary this inquiry is.“I would really like to encourage any constituent (or family member of a constituent) who has had a negative experience with mental health services to contact my office. I am keen to ensure that all voices are heard for the inquiry into TEWV, and to give everyone impacted an opportunity to contribute. Please do get in touch with me on rachael.maskell.mp@parliament.uk, if you would like to be involved in this process.”
The reports are available at:
They will be presented at the January York Health and Wellbeing Board.