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Emotional Wellbeing Hub Referral Response Information | Community Directory

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Emotional Wellbeing Hub Referral Response Information

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This page provides answers to questions that you may have if you have submitted a referral to the Emotional Wellbeing Hub.

If you have come across this page but you have not made an online referral to the Emotional Wellbeing Hub, please go to the Emotional Wellbeing Hub Referral page for more information.

What to expect once you have made a referral to the Emotional Wellbeing Hub?

Your referral will be screened by one of our clinical practitioners and will be allocated a risk rating.

This risk rating will determine the speed of our response to your referral.

It will be placed on our waiting list.

Our waiting times vary, but we will contact you at the earliest opportunity.

Please be aware that we receive a very high demand of referrals.

Please be reassured that every referral we receive is important to us and that your referral will be processed as quickly as possible.

What happens now I have submitted my referral?

An Emotional Wellbeing Hub Practitioner will contact you by phone to either:

  • Discuss your concerns/needs with one of our clinical practitioners.
  • Offer guidance, information and advice that could support you.
  • Signpost you to local support services.

If you are unavailable when we call We will leave a voicemail message asking you to urgently contact us.

If you no longer wish to proceed with your referral you must contact us to confirm this to our clinical practitioner, so they can close your referral.

Please be aware that repeat calls to referrers who no longer require our help causes delays to the next person on our waiting list.

When we contact you, we will ask the following questions.
This is to ensure we do not miss any big or small contributing factors that may be important for us to know.

We will ask you:

  • Is the child/young person your concerned about feeling suicidal?
    Are they making plans to take their life?
    Have they been in touch with the Samaritans?

  • Is there any history of a suicide in the family?

  • Have they self-harmed or are they in danger of doing so?

  • Is anyone else in the family having problems?

  • Have they already received help in the past?

  • What is everyday life like for you and your family?
    Details about their friends, hobbies, leisure activities.
    Whether you do things as a family can help us to understand if there have been any noticeable changes. 
  • What is working well for them at present and what are the child/young person’s strengths? 

Why do we need this information:

Giving as much information as you can will enable our clinical practitioners to be able to assess what support is right for you and your family.

The information we ask you to provide is important to us, not just to be able to provide the right support, but because we are required to submit evidence to our commissioners, local government and NHS England that our service is meeting the needs of children, young people and families.

For details of our confidentiality policies, please see Suffolk County Council’s Privacy Notice and Norfolk and Suffolk Foundation Trust Privacy Notice. 

Here are some questions that you may wish to ask us:

(Please note we will try and provide an answer as best as we can based on your referral situation and current waiting times.)

  • How long will it take to be assessed?
  • How will you give me feedback about the problem?
  • How long will it take after we have agreed to make an onward referral until I receive a service? (Please note that for onward referrals to be made you must give your consent.)

What can I do in the meantime to help while I wait?

Take a look at the Emotional Wellbeing Gateway website, which has local information and advice pages for parents, carers, and professionals on common mental health issues affecting children and young people. The site also allows you to do a keyword search for any local community support groups that maybe available in your area.

Other useful websites that offer emotional wellbeing support:

MindEd Provides practical and evidenced-based advice and guidance, and learning modules to families and professionals.

Anna Freud National Centre for Children and Families – Provides a range of co-produced resources and support to parents and young people, and a new ‘On My Mind’ young person’s directory.

Wellbeing Suffolk – The wellbeing service provides a range of support and useful self-help resources.

Royal College of Psychiatrists – Information for young people, parents and carers about young people’s mental health.

Healthy Suffolk – five ways to wellbeing – The Five Ways to Wellbeing is a Suffolk initiative to gain awareness of how we can look after our emotional wellbeing and mental health.

The Source - for young people – Provides information and advice especially aimed at young people in Suffolk, covering a range of health and wellbeing topics.

Young Minds – A charity organisation that supports children and young people’s mental health.

NHS UK – Moodzone – The NHS have a list of mental wellbeing organisations and useful guidance.

Are there any helpful mindfulness techniques that could help?

These mindfulness techniques may help you or your family in a distressing situation:

  • The 5-4-3-2-1 Grounding technique 
    Notice 5 things around you that you can see
    4 things you can feel
    3 things you can hear
    2 things you can smell
    1 good thing about yourself. 
    This can help calm and distract the mind by focusing it on the present moment.

  • Breathing exercises 
    Take 10 slow deep breaths from your belly (in through you nose and out through your mouth). Focus your attention fully on each breath, on the way in and on the way out. Say the number of the breath to yourself as you exhale. 
    Breathing exercises help release tension in the body and reduce stress levels.

  • Emotional Freedom Technique (EFT) 
    Also referred to as 'tapping' or 'psychological acupressure' (as it's based on Chinese medicine). EFT has been used to treat people with physical pain and emotional distress. It helps you to focus on a specific issue while tapping on end points of the body's energy meridians which is believed to help restore balance and release negative emotions and pain. Try this EFT video session to see if you find this mindfulness technique useful:

We are interested in hearing what mindfulness techniques may be working well for your family, and where you are learning them so we can share them with others. 

How do I get in touch if the situation worsens?

If the situation worsens and becomes a life-threatening emergency you should call 999 or if it is urgent, but not life-threatening call NHS 111. The Samaritans can also provide support on 116 123.

The Emotional Wellbeing Hub helpline is not a crisis helpline so it should not be your first point of contact in an emergency. You can call the Emotional Wellbeing Hub to keep our Hub Practitioners informed of any changes that may have occurred to your situation while we process your referral, on: 0345 600 2090. Our opening times are Monday – Friday, 8am to 7.30pm.