Patient Voice

Why we ask about you

Wellbeing Suffolk is committed to providing an NHS Talking Therapy service that works for every person in our county. To do that, we need to understand who our communities are, what their needs look like, and whether everyone is getting fair, safe, and appropriate care.

Sharing your demographic information, such as age, gender, ethnicity, sexual orientation, or disability status, helps us to improve our services, reduce inequalities, and make sure every community’s voice is heard.

Why Demographics matter

• Helps us understand which communities are using our services.
• Highlights whether some groups experience barriers or poorer outcomes.
• Supports planning for better, more culturally informed services.
• Ensures we track and reduce health inequalities (aligned with NHS standards).
• Enables our service to design meaningful improvements based on real patient experience instead of assumptions.

How your Information is protected

• We store demographic data securely under NHS data protection rules.
• It is never used to identify you in public reports.
• You can choose “prefer not to say” for any question.
• Assumptions about your care will never be made.
• You can read more about how your data is protected by visiting our privacy policy here (Wellbeing Suffolk NHS Talking Therapies is provided by Norfolk and Suffolk NHS Foundation Trust)

What we have already learned from Partners and Communities

• Feedback from local LGBTQ+ groups helped us improve staff training around inclusive language.
  
  
• Local ethnic community organisations told us that stigma was a barrier, so we tailor outreach to build trust.
  
  
• Young adults reported some of our treatment materials were unrelatable so we have created some young adult specific treatment workbooks to better support and create enhanced engagement.
  
  
• Patients shared that the time before their first appointment could feel uncertain. We listened and now share our Ready for Change booklet and webpage, helping people feel informed, supported and better prepared while they wait.
  
  
• Patients told us some of our written communications could be difficult to understand. In response, we’ve redesigned service materials using an Easy Read format, with clearer language and visual cues, to make information more accessible and easier to follow for everyone.
  
  
• Patients shared that choosing and managing appointments could feel difficult. We listened and now offer text booking links and reminder messages, making it easier to choose a suitable time or rearrange if circumstances change.
  
  
• We listened to feedback that our online self‑referral form wasn’t accessible for everyone. The form can now be translated into different languages, with clear step‑by‑step guidance on our website to help people complete it in a way that works for them.
  
  

What we still need your help with

We’re committed to learning and improving, and your feedback is essential in helping us do that. There are still areas where we want to understand more, and we’d really value your help with the following:

• Understanding cultural or access barriers.
• Improving experiences by listening to lived experience from all backgrounds.

Frequently Asked Questions (FAQs)

Why do you ask for my demographic details?

We collect this information to understand the communities we serve and to ensure everyone receives fair, high‑quality, and culturally appropriate care. It helps us identify any gaps, inequalities, or barriers in our services so we can put things right.

Will this affect the care I receive?

No. Your demographic information never affects the support you get. It is used for service improvement, not clinical decision‑making.

What if I don’t feel comfortable answering a question?

You can always select “prefer not to say.”
We encourage openness because it helps improve care for all communities, but it is your choice.

Who can see this information?

Only authorised NHS staff involved in your care or service planning. It is stored securely and handled according to NHS data protection standards.

Why do you ask about ethnicity/sexual orientation/disability?

Some groups in our community experience different health outcomes or face specific barriers. Understanding these patterns helps us:

• design more accessible services
• improve cultural competence
• reduce inequalities
• tailor communication and support

How does this help other people like me?

Your information helps us understand:

• whether people from your community are waiting longer
• whether their service experiences differ
• whether they are represented in feedback
• whether our services feel culturally safe

This allows us to make meaningful changes based on real lived experience.

Have your say about the services you have received

Your feedback helps us understand what’s working well and where we can improve. The Friends and Family Test is a quick and easy way to share your experience of our service. By taking part, you’re helping us improve care, make positive changes, and ensure our support meets the needs of the people who use it.

Click to view the Friends and Family Test

 

Your feedback helps shape the future

Sharing your background is a powerful way to improve mental health services for you, your family, and your community. Your experience, combined with your demographic information, helps us understand what’s working, what needs to change, and what matters most.

Thank you for helping us build a fairer, safer, and more supportive Wellbeing Suffolk for everyone.