What we do

We understand that you might feel worried about your first visit to see us. After all, you could be worried about what we may ask you about and not know what to expect. We will work with you to make you feel as relaxed as possible.

Remember - the only reason you are coming to us is because we want to try and help.




The Triangle of Care is a therapeutic alliance between service user, staff member and carer that promotes safety, supports recovery and sustains wellbeing.                 


You will usually come to one of our bases in Gloucester, Cheltenham, the Forest of Dean, Hereford or Stroud where there is a friendly receptionist to welcome you and a waiting room. We will try our best not to keep you waiting, but you might want to bring something to do just in case.

At the time of your appointment, one of our team will come to the waiting room, call out your name and ask you into one of our quieter rooms. Here you can talk in private and without being disturbed. It is up to you whether you want your mum, dad or carer to come with you into the appointment.

The people you meet are interested in getting to know you and finding out more about what has been difficult. They might ask you about:

  • Your school and friends
  • Your family
  • What you enjoy doing
  • How things have been before you came to CYPS
  • The difficulties you are having
  • What you would like to change or would like help with

You don’t have to answer all of the questions and you will be able to ask any questions you have (sometimes it helps to write these down before you come).

What we talk about will be private, and we normally won’t share this with anyone else unless you would like us to. This is called respecting your confidentiality. However, if we are worried about your safety or the safety of anyone else, we may need to tell someone about it (although we would always tell you about that first).

We take confidentiality very seriously. During your first appointment, we will explain how we store information about you, and who has access to it. We will also seek your views about sharing information and will ask for your permission to contact people.

The below principles are helpful in explaining how staff considering who may see information about you and your child:

  • Only share information with those who need to know in order to provide good quality care
  • Only share the minimum information necessary to ensure good quality care. 

Department of Health Confidentiality Guidelines 

At the end of your appointment you should have come up with a plan with your clinician/worker/practitioner about what happens next. This could mean you will be seen again by us or we think there may be a better service to help you. All of your conversation will be summarised in a letter and you can decide who it is sent to. This can be a useful reminder of the plan if you have forgotten.

If you continue to come to us after your first appointment, you are likely to meet a new clinician/worker/practitioner. This person will be your Care Coordinator. Their job is to work with you to get a full understanding of your difficulties and to think together about finding ways to overcome them.

Depending on these conversations, you may continue to work with your care coordinator or they may suggest that you meet another member of the team, because they work in a slightly different way. Your Care Coordinator will still meet with you to check how you are progressing with your goals.

Your Care Coordinator will work with you to agree your care plan and then give you a copy of it to take home.

A care plan should tell you what treatment you will get from us.

It should also tell you:

  • The name of your Care Coordinator
  • The names of anyone else who will work with you
  • How often you will meet
  • Goals for your treatment (e.g. to be able to go to school)

You should be asked your opinion on what you want to be in your care plan and if you disagree or don’t understand your care plan, please talk to us about it.

If you don’t have a care plan, speak to your Care Coordinator or another one of the team.


Sometimes you may feel that you are not connecting with your care co-ordinator. If this is the case, you can talk to us about changing to another worker/clinician/practitioner. It may not always be possible, but we will meet with you and discuss why you want to change, and try to help make things work better for you.

To request a change in Care Coordinator, you can:

  • Speak directly to your Care Coordinator – they won’t be offended and will listen to your reasons for wanting to change.
  • Complete a request slip and hand it into reception. This request will be kept confidential and only be seen by a designated person who looks into this request.  They will contact you to find out more about the reasons why you want to change, and to tell you your options.
At the start of your work with us, you’ll set goals about what you would like to be different with our support. These will be reviewed on a regular basis and, when we jointly feel as if you’ve reached your goals or if you're ready to move forward without support, you will be discharged. However, if you feel you need support from our service again within 6 months, you can call us or ask someone to phone on your behalf.
If you are close to 18 and we agree you may benefit from further specialist support, we will refer you on to adult mental health services. Transition may take place at a time when lots of other things are changing in the rest of your life, so it is important that you know what should happen when you need to move on. During this transition process, you’ll have something called a transition plan which will explain what the plan is, what you should do in a crisis and who will be working alongside you in our adult team.
  • You should have an assessment of your needs and have a care plan setting out what support you will get before you leave child services.
  • Transition planning should take place in good time, so you know what to expect and when.
  • This is about your life, so make sure you are involved.
  • Transition should be about you and your needs, not what the services want.
  • You have the right to be heard, and your opinions matter.
  • Make sure you have a clear plan for keeping and staying well.
  • If you want your parents or carers to be involved with your care, tell us.
  • If you don’t understand what someone is saying to you, ask them to explain.
If you are not happy with what’s being offered to you, you have the right to complain.

A number of services provide Advocacy for adults in both Herefordshire and Gloucestershire. However, services for children and young people are primarily available for those detained under the Mental Health Act or children and young people in care.

In Gloucestershire advocacy for young people is provided by the County Community Projects (CCP) who offer Transitional Advocacy for young people moving into Adult Health & Social Care ages 16-17. Visit www.ccp.org.uk for details.

The Patient Advice and Liaison Service (PALS) offers advice and support to patients and their families and/or carers.  They provide a service that aims to address concerns, problems or worries and provide information.  This approach is not the same as advocacy, although at times it may be what is needed.  For further information please ask your Care Coordinator.

Other Advocacy Support

Barnado's, Gloucestershire

Barnardo’s in Gloucestershire provide an advocacy service for

  • Looked after Children and Care Leavers
  • Children and young people with Disabilities
  • Children and young people who are subject to Child Protection Conference.
  • Children and young people wishing to make a complaint about a service from social care

Click here for more information.

National Youth Advocacy Service (NYAS), Herefordshire

NYAS provides a range of information, advocacy and legal services for children, young people and vulnerable adults to ensure that they are empowered to make informed choices and to speak for themselves, are enabled to express their wishes and feelings and are enabled to participate in decision making and planning that affects their lives.

Click here for more information.

Coram Voice

Coram Voice have a national advocacy helpline available to any child or young person who needs them. Children and young people, or others on their behalf, can call to access advice, information and direct advocacy support with problems they are facing. The helpline is staffed 9.30am to 6pm Monday to Friday, and can be contacted in a variety of ways.

Click here for more information.


The national mental health charity Mind is another useful source of advice on advocacy.

Click here for more information.