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I work full time. Do you provide appointments out of the usual 9-5 working hours?

A number of our services offer appointments out of the usual 9-5 working hours. We also offer a range of therapies that you can do at a time and place to suit you around your work or other commitments and offer support via email, videocall or telephone. Find out more about the treatment that we offer at any time or place to suit you here.


English is not my first language. Do you provide interpreters?

Yes. Providing that we have been informed of your needs in advance, we will ensure that an interpreter is present during all appointments. Please make sure that you have identified this on your referral form.


What if I can’t make an appointment?

To ensure that unnecessary delays caused by non-attended appointments and short notice cancellations are kept to a minimum we have a DNA and cancellation policy. Your therapist will discuss this with you as part of starting treatment with us. We understand that sometimes, for a number of reasons, a person may need to cancel or rearrange an appointment. It’s important that this is done as soon as possible so that an alternative appointment can be arranged in good time, and so that someone else may benefit from your original appointment slot.


I need to talk to someone now I am in crisis; what if can’t wait for my appointment?

Insight is not an emergency or crisis service and is closed outside of the opening times. If you feel that you need to speak to someone then it’s important that you do so immediately. Please see our information page on where to get help.


How is my data used?

IAPT services nationally all collect feedback from patients and outcome data. This enables you and your therapist to monitor your progress through your treatment. Anonymised data is also used to monitor the service, ensuring they are meeting required quality standards and used to improve standards of care for people with anxiety disorders and depression. You can read more about how the data is used, your rights and GDPR by clicking here.


How do I make a complaint?

We want to make sure that you are receiving the best possible care. Unfortunately, there may be a time when you are not completely satisfied with the service you have received. If you would like to comment on, feedback, or complain about any aspect of our services please ask to speak to your Patient Coordinator or complete our feedback form. You can find information about how to do that here.