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Health Care Homes


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Harnessing Community Experience to Deliver Better Health Services
Highlighting the Lived Experience Telephone Support Service and Happy or Not Devices

This year, as part of our work in the person-centred care space, we have been actively considering how we can harness the experience of those with a lived experience of our local health system to improve health outcomes and delivery of primary care across out region.     


Considering service satisfaction: via our HappyorNot Smiley Touch Devices
Across the year, we have been supporting providers that have an interest in developing patient centred models of care with HappyorNot Smiley Touch devices. The devices have been deployed across general practices and commissioned service providers to better understand the experience of service users and improve delivery. 

Throughout the year, 18 devices were delivered to general practices, with 64,388 patient responses collected. Of these responses, 56,026 (87%) highlighted a positive experience from the services they received to address their health needs. 

In March 2019, three headspace offices also installed the devices for service feedback. Of the 1,707 responses collected, 1,387 (82%) indicated a positive experience from services they received to address their mental health needs. 



In response to an identified need for mental health support in the after-hours period and a more person-centred approach to supporting those trying to navigate or find information about local mental health services, we commissioned ‘Links to Wellbeing’ to deliver an after hours, peer-led telephone service. 

Launched 1 October 2018, LETSS provides non-clinical mental health information and support for people experiencing mental health concerns, as well as those caring for them, to better navigate the local mental health system. 

Central to the success of this service has been the delivery of support by trained peer support workers who each have a lived experience of recovery and managing their own mental health challenges. These support workers draw upon this experience to provide support and understanding to LETSS clients. 

In the last year, LETSS has provided a total of 
3210 service contacts to callers or those accessing the service via the web chat option. 


Client satisfaction with the service is high with:

  • 83% of people stating that the service met their needs, and 

  • 83% reporting that they would recommend LETSS to a friend.


Of those accessing the service

  • 5% said that they would have had to call an ambulance had they not been able to call LETSS, and

  • 20% of people said without LETSS they would not have sought support from anywhere else.


LETSS: Commissioning a peer-led mental health support service


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