Time Space Compassion - supporting people experiencing suicidal crisis: stories in practice - volume 1

3. NHS Borders RENEW

Taking time to make better connections by starting well, following through and listening and responding

Renew offers a simple route for people working in primary care, to connect people directly into NHS Border's psychological therapy service. This is an example of taking time to listen and offer practical support to someone moving between services. It is also an example of services working together to develop better connections.

"Our aim is to build a strong connection with the person by calling as soon as possible – listening to them, working together to reduce their levels of distress and develop a blended plan they feel in control of and a commitment to"

3.1 Our challenge

We were looking to expand our psychological therapies service and GPs in the Borders were seeing people in their surgeries with anxiety and depression that they felt needed more support and intervention than was available.

3.2 Our response

We brought a team together and designed a response to help fill the gap. We developed a referral process called RENEW, to connect people directly from primary care, into a psychological therapy. We designed it so people were offered an on-line or telephone conversation with an experienced psychology team member, usually within two weeks. They would then be offered support to put together a tailored support plan, which could include psychological therapy, self-help resources, and learning activities like courses to understand and manage anxiety and low mood.

3.3 Learning from practice

Starting well – by focusing on the challenges identified by GPs and then working together to shape the service, we've generated a lot of trust in each other. This has also been really important as the service started during Covid when many people have been troubled with low mood and anxiety. Following through – putting people quickly and directly in contact with an experienced member of the team sends an important message about our commitment to the person and their recovery. It offers psychological support from day one, with no need to work through layers of referrals. Listening and responding – Our aim is to build a strong connection with the person calling as soon as possible – listening to them, working together to reduce their levels of distress and develop a blended plan they feel in control of. This also includes helping them manage online courses and other digitally based options. People using the service tell us this has been helpful.

3.4 Impact

We've rolled RENEW out to all GP practices in the Borders and receive around 300 referrals a month. It's still early days, but people are telling us that they find the interventions helpful and are generally feeling much better. 96% of people describe the support they receive as excellent (74%) or good (22%). People tell us they really value the courses and options we provide – they find them useful, but also because it frames their recovery in a positive way, reducing the barriers and stigma of taking part.

"I'm grateful to have the tools I need to continue this battle. Doing this online has made me feel more comfortable than I would have been in a room full of people" (person with experience of RENEW)

For more information on RENEW contact

• Dr Louise Keir, Consultant Clinical Psychologist
  louise.keir@borders.scot.nhs.uk
• Dr Caroline Cochrane, Director of Psychological Services Caroline.Cochrane@borders.scot.nhs.uk