Remote Mental Health Survey: Your experiences of telephone and video call support

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Summary of report content

Due to the COVID-19 pandemic many people had their face-to-face mental health support stopped. To make sure people could still access support, remote support was offered. Having attended the Buckinghamshire Mental Health COVID-19 strategic response group since April 2020, Healthwatch Bucks identified that remote appointments was an area lacking service user feedback. They also noticed an increase in complaints to The Advocacy People in Buckinghamshire around delays and lack of access to mental health support.

This project explored the patient experience of remote support for mental health treatment from adult mental health services since April 2020, including:

  • Treatment people had received
  • Any previous treatment they had
  • Changes made to their treatment since COVID-19 pandemic
  • Access to their support
  • Their experiences of appointments


An online survey, developed with Oxford Health NHS Foundation Trust who handle mental health services in Buckinghamshire. It was live during May and June 2021 and received 54 valid responses.


We recommend that Oxford Health NHS Foundation Trust:

  • ensures that service users know what to do if they have technical problems during a remote session.
  • maintains a mixture of delivery types and notes the low preference for video calls.
  • ensures service users know what further support is available to them after their treatment has ended.
  • ensures service users who have come to the end of their course of treatment are informed of this in a format appropriate to their individual needs.
  • continue to gain patient feedback around remote support, particularly for service users who feel remote support does not fit their needs

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General details

Report title 
Remote Mental Health Survey: Your experiences of telephone and video call support
Local Healthwatch 
Healthwatch Buckinghamshire
Date of publication 
Wednesday, 15 September, 2021
Date evidence capture began 
Saturday, 1 May, 2021
Date evidence capture finished 
Wednesday, 30 June, 2021
Key themes 
Digitalisation of services
Information providing
Quality of care

Methodology and approach

Was the work undertaken at the request of another organisation? 
Not known
If this work has been done in partnership, who is the partner? 
Oxford Health NHS Foundation Trust
Primary research method used 

Details of health and care services included in the report

Mental health services 
Child and adolescent mental health services (CAMHS)
Community mental health team (CMHT)
Mental health crisis service
Mental health recovery service

Details about conditions and diseases

Types of disabilities 
Mental health
Types of long term conditions 
Mental health condition

Details of people who shared their views

Number of people who shared their views 
Age group 
Mixed / multiple ethnic groups
Specific ethnicity if known 
Any other Mixed/Multiple ethnic background
English/Welsh/Scottish/Northern Irish/British
White and Asian
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Does the information include staff's views? 
What was the main sentiment of the people who shared their views? 

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.