In search of the magic wand- Improving the experience of counselling clients in Derbyshire

ABSTRACT Purpose: reports on research undertaken by Derwent Rural Counselling Services (DRCS), a counselling charity in Derbyshire. Research aimed to better understand the client journey and experiences, to identify important... [ view full abstract ]

ABSTRACT
Purpose: reports on research undertaken by Derwent Rural Counselling Services (DRCS), a counselling charity in Derbyshire. Research aimed to better understand the client journey and experiences, to identify important obstacles facing clients and to assess the need for support programmes/ services, that might reduce the anxiety of clients waiting for their first appointment, hoping that an improved referral process will positively impact on all stakeholders.
Design/methodology/approach: summarises issues identified in the literature impacting on the counselling referral process; then provides details from ongoing primary research with client and GPs.
Findings: shows a number of gender dimensions impacting at the problem identification, and information search stages. Analysis indicates that the therapeutic journey of counselling clients contains a 7th stage – waiting time- between referral and the first appointment and that this is considered the most significant obstacle, followed by uncertainty about processes and communication issues.
Research limitations/implications: existing DRCS clients participated and thir views may not reflect clients who attend other organisations.
Practical implications/Originality/value: identifies a number of dimensions that impact on the experience of mental health clients for use in service review and future planning by the organisation.
Keywords: Client experience, Counselling services
Paper type: Research based.