Below you’ll find a series of questions we are often asked.

If the answer you are looking for is not here, please do not hesitate to contact us.

  • How close to the appointment can I cancel and reschedule?

    The demand on our service is very high and therefore we would appreciate if you were able to give us at least 48 hours’ notice where possible, so we are able to give the appointment slot to someone else.

  • How long do I need to wait for a new assessment appointment?

    There is no waiting list for assessment appointments. We can get you booked in ASAP to our next available appointment.

  • What happens when I reschedule an assessment appointment?

    We will rearrange the appointment for you for a time that is suitable for both you and the service.

  • What happens when I reschedule a treatment appointment?

    If it is your first appointment, an administrator will rearrange the appointment for you for a time that suits you within our service hours.
    If you are mid treatment, we will inform your therapist that you are no longer able to attend the appointment and they will contact you to rearrange.

  • I am feeling better, so should I cancel my appointment?

    Don’t wait until you are feeling your worst before reaching out, or booking an appointment. We offer a range of therapies to suit different needs.

  • What should I do if I no longer require my appointment and would like to be discharged?

    If you no longer want to access the service, please let us know and we can cancel your appointment and discharge you. Following this you can re-refer in the future, should you want access our service again.

  • How do I contact you?

  • How do I get there?

    Our locations can be found on the pages relating to the district you live in.

  • What if I am in urgent need of help?

    We’re not an emergency service so we can’t help with immediate crisis situations. If you need immediate help, please contact either your GP or go to the Accident and Emergency Department of your local hospital (24hrs). Alternatively, if you’re experiencing a crisis and need a person talk things through with, you can call the Crisis Teams in your area:

    Basildon & Brentwood:

    Bristol, North Somerset and South Gloucestershire:

    Derby & Derbyshire:

  • How do I know if I am suitable?

    Usually, you will need to be 16 or over, registered with a GP and living within the district we serve. If you’re unsure about your eligibility just contact us and we will confirm.

  • How much does it cost?

    VitaMinds (IAPT) is part of the NHS and is free service to anyone who is eligible.

  • How do I refer to the NHS Talking Therapies (IAPT) service?

  • Consent To Treatment

    Your therapist will explain to you on your first session the process of therapy and the treatment protocol you have been triaged for. The therapist will discuss confidentiality, our discharge and attendance policy and there will be time for you to voice any questions regarding these. You can choose to consent or decline a treatment if you so wish.

  • Safeguarding Statement

    Vita Health Group is committed to safeguarding all vulnerable patients who access our services. We work together with our partner organisations to safeguard vulnerable adults and children from all forms of abuse, neglect and exploitation. In line with Care Quality Commission (CQC), Fundamental Standards 2015, people who use services will be protected from abuse, or the risk of abuse, and their human rights respected and upheld.

    If you would like to bring a supportive person to your initial session, please inform administration of this in advance of your appointment.

  • How is my information shared and stored?

    Vita Health Group work together with health professionals such as your GP or Consultant. This can include sharing information about you to make sure the care you are given is the best, is right for you and meets your needs. You are able to opt out of us sharing your information. The Government has emphasised the importance of security and confidentiality in relation to personal information and has strengthened the legislation and guidance in this area, in particular through the Data Protection Act 2018.  We only use your data for treatment purposes and records are kept securely for 8 years.

  • Will my information be shared with anyone else?

    We have a legal duty to keep your information confidential. We share information about you with other healthcare providers to give you the best possible care. If you would not like your information shared with your GP or other healthcare providers, please tell the person you are seeing at the IAPT service. We cannot give other organisations information without your consent, this might include housing departments, education services or your employer. This also includes if a family member contacts us on your behalf.

    There might be a legal reason for us to share information about you however, for example, if a child is at risk. In such situations, we must, by law, share information with other organisations.

  • What if someone I know wants to use the helpline but doesn’t speak English as a first language?

    If you or someone you know wants support but doesn’t feel comfortable conversing in English, we can get an interpreter to join your call quickly and easily. Please simply let us know which language you would like and we can organise this in just a few minutes. There is no cost to you for this service.

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Vita is an award-winning, CQC registered healthcare provider