What we heard at the Mental Health and Wellbeing Show
At the Mental Health and Wellbeing Show in Cardiff, we spoke with people from across Wales about their experiences of health and social care services, particularly in relation to mental health and wellbeing.
People shared honest reflections about what works well, what doesn't, and where improvements are needed.
While experiences varied, several clear themes emerged from our conversations.
One of the strongest messages we heard was the importance of feeling listened to and having a voice in their care.
People told us that being heard and taken seriously is fundamental to good care. Some described appointments that felt rushed, leaving them without enough time to explain what they were experiencing left some people feeling dismissed and undervalued.
One person told us:
“People are their own experts of themselves, so if they’re not listened to, what is the point?”
We also heard how having the opportunity to be involved in decisions and to speak up about their needs was seen as essential. When this doesn’t happen, people feel like a “number” rather than an individual, reinforcing those feelings of being dismissed and undervalued.
The importance of communication was another theme that came through strongly from the conversations we had at the show.
People spoke to us about the anxiety, frustration and uncertainty that can be caused by poor or inconsistent communication. Long periods without updates, unclear processes and having to chase information themselves left people feeling unsupported at difficult times, and increased chances of people ending up in crisis situations.
“Lack of communication increases anxiety and makes things harder not better. It can make getting well and staying well impossible. We just need regular communication, transparent communication and honest communication.”
Another major theme was access to support.
People described challenges accessing services, including long waiting times, difficulties getting appointments and limited support options. Some felt that support was too often focused on medication, because other forms of help, such as talking therapies were too difficult to access. This left people feeling like they had limited choice over their care journey.
“It can be really difficult when you want to explore other options not just medication. I have a block and can’t take anti-depressants but they keep trying to give them to me – the waiting lists are crazy and I feel like you are just left to fend for yourself until a space becomes available or you spiral into crisis.”
We also heard about the challenges people face when services are not well connected.
Many described having to repeat their story multiple times, difficulties navigating systems and a lack of coordination between services. People told us they want care that is joined-up, person-centred and easier to access.
At the same time, people shared examples of compassionate care making a real difference.
Even within a pressured system, small acts of kindness, empathy and understanding were described as having a lasting impact on people's experiences.
One person reflected:
“Taking the time to actually listen and not rush you during appointments. I’ve had experience of both private and NHS care – the NHS is fantastic. It’s a whole systemic issue. Signage at the Heath is very poor and this can cause patients to be later to appointments etc. this is an example of how small changes could make a big difference”
Across our conversations, people described a system where long waits, limited access to support, poor communication and a lack of joined-up care can leave people feeling unheard, unsupported and alone.
What people want to see from the future of mental health services in Wales was clear. They want:
- to be listened to
- have enough time to talk
- receive clear and honest communication
- have choice and be able to access a range of support options
- be treated with compassion
The experiences shared with us at the Mental Health and Wellbeing Show reflect key themes within Llais' People's Principles. These experiences will help shape our work to influence change and improve mental health and wellbeing services for people across Wales.
Thank you to everyone who took the time to speak with us. Your experiences help shape the work we do and the conversations we have with health and social care services across Wales.