Here you’ll find some of the most commonly asked questions about the You Matter service. We hope these are helpful but if you still need answers, please get in touch by email:

Accessing the service

Who can access the service?

You Matter is available to all health and social care staff living or working in Buckinghamshire, Oxfordshire. This includes people working for the NHS, those in Social Care settings and Primary Care health services, as well as people working in Care Homes, for domiciliary care organisations in clinical and non-clinical jobs.

Staff living or working outside this area are welcome to contact us, if they would like to request support confidentially.

How are you different from what’s already available?

Your employer may offer wellbeing and mental health support, such as counselling through EAP for example, which may be exactly what you need. If you are not sure what you want and/or you want to talk with a service which has nothing to do with your employer then, why not call You Matter? A conversation with us will help you make sense of what’s going on and we can support you to find the right service or support for you now.

If you feel that your team could benefit from one of our Team Wellbeing Hubs, call or email us directly to discuss how we can best meet your needs.

I am worried about a colleague. Can I refer them to You Matter?

If you’re a manager or work in Occupational Health, you can refer a member of staff. To do this, we will need you to provide us with contact details for the member of staff you wish to refer and an explicit written statement, that they have consented to be referred to us. We will then contact them to take further details and book a wellbeing assessment. If you have any work pressures you can also get in touch with us directly.

Agreement to Contact form_MH Hubs_Jan22

Please note – If you are concerned that a staff member is at risk of harm to self/others, then call NHS 111 for urgent mental health support and advice.  In an emergency, then always dial 999.

The Agreement to Contact form can be used for either of the following Hubs, depending on where the member of staff works, lives and their preference:

  • Wellbeing Matters – for health and social care staff living or working in Berkshire.
  • You Matter – for health and social care staff living or working in Oxfordshire or Buckinghamshire.

Please email your form via an NHS account or use a password protected document and send the password separately.

Once your contact form has been received, you will be contacted directly by a member of Wellbeing Matters or You Matter.

*If a staff member has not consented or you would like advice/consultation about whether accessing support services, please email either Wellbeing Matters at or You Matter at

Please email referrals for Wellbeing Matters to

Wellbeing Line call: 0300 365 8880, 9am–4pm, Monday to Friday except bank holidays.

For further information on the service, see the website:


Please email referrals for You Matter to

Can be contacted on 0800 145 6568, 8am-4pm, Monday to Friday except bank holidays

How bad do I need to feel to access You Matter?

Many colleagues are incredibly resilient and can manage to cope with huge challenges despite its impact on their emotional wellbeing. It is common to think that it is only when you are in crisis that you can ask for help. This is not the case. We treat every contact the same, whatever’s going on.

If you have noticed that you’re not quite yourself lately; if you’re struggling with issues in your personal life or you’re finding it hard to cope with the pandemic and the pressures of your job it is perhaps time to talk to someone. The self-monitoring chart is available under our resources section of the website or please see above.

What is a formal mental health assessment?

A formal mental health assessment is carried out by a qualified mental health professional. It is a conversation that covers all the medical, social and psychological issues that you want to bring to us. The professional will then share their understanding of how everything links together and offer you some suggestions for next steps.

Can I be referred to services outside my area?

Yes, you can choose where you’d like to be referred to services. A referral does not necessarily have to be based where you work or live. Some staff members opt for an out-of-area referral for a variety of reasons. For example, those who work in the mental health sector, might prefer to be referred to services outside their area of work, as they might know the colleagues delivering the psychological treatments.

What can I do if I know colleagues who work in the You Matter team?

At You Matter confidentiality is key. If you know someone who works at You Matter you can book an appointment with a different clinician or if you’re not comfortable contacting our service at all, you can reach out to one of the 40 mental health and wellbeing hubs across the county. Find the list here: NHS England » Staff mental health and wellbeing hubs.

Will you understand my particular experience? Does your service take diversity and equality into account?

We aim to make our support as relevant as possible to each person regardless of background, current situation or difficulties.

We strive to be inclusive and to provide an excellent service to all staff members whatever their race, culture, ethnicity, sexual orientation, or gender identity. We also welcome those with neurodiversity (including Autism Spectrum Disorder and Attention Deficit Disorder), or long-term health conditions, and health challenges such as menopause.

I do not want to burden the NHS with my problems. Should I contact You Matter?

Yes, you can always contact You Matter. You are not a burden for the NHS. As a valued health or social care worker you deserve to receive support, to feel better and to access all the resources available to you.

Staff members who contacted report feeling listened, being able to process what’s going on for them. We understand that the wellbeing offer can feel overwhelming. You Matter helps you narrow down the services you could access so you can decide what to do next.

Here’s some feedback from some of our staff members with 100% of staff when asked, giving us a four star rating.

  • I am impressed with the speed of response with You Matter and getting the IAPT assessment. I was grateful for the efficiency and promptness. It is really good to have the support and I appreciate how accessible it is.
  • Service was good … [and] really quick.
  • Very helpful even with signposting to other services.
  • It helped me quite a lot.
  • It is very useful to have the option to speak with someone who is outside of your immediate team with whom you can speak about work related issues… it does not always feel comfortable to speak to people in your own clinical team.
As a man, I worry that asking for support means showing weakness?

No, on the contrary, being able to recognise that you are struggling in some area of your life and seeking help is a sign of mental strength. It demonstrates that you are self-aware and want to look after your wellbeing needs.


Can I remain anonymous?

Yes, you can book an appointment using an alias name and a telephone number if you wish. You are welcome to use any email address you feel comfortable with – it does not have to be your work email address.

Also, it is not necessary to disclose your job title or the team you work in if you are concerned about providing this information.

If you choose to be referred to another clinical service, then you may need to give your full details at that stage – we will discuss this with you.

How is my information stored?

Your information is stored in our electronic system in a secure and confidential way. Only the You Matter team has access to our clinical records. This means that neither your employer nor your GP can access our records.

Who do you share my information with?

We do not share your information with anyone outside You Matter routinely to ensure we provide you with the best possible care and support our clinicians receive regular clinical supervision from within the You Matter team. We will always seek your consent if we are going to share your information outside of the You Matter team eg when we are referring you to another service.

Please see our information leaflet below:

What about confidentiality breaches?

As NHS staff, we have the legal duty to protect you and others in the event of risk. We will only share information about you with other services if you or others are at risk (this includes those under your care). We will try to discuss this with you beforehand if at all possible.

Want to know more about confidentiality?

Page last reviewed: 12 January, 2023