Frequently asked questions

How do I self-refer?

If you would like to request an appointment with our service please click here where you will be asked to complete a short form with your contact details and answer a few questions to help us determine whether we are likely to be the most suitable service for you.

If I’m referred, or if I refer myself, what happens next?

If we receive a referral from your GP or another health professional, or you request an appointment yourself, we will check to see if we are the most suitable service for you. If we think we may be, we will contact you to arrange an assessment appointment. If we think we may not be best service for you, we will let you or the person who referred you know.

Sometimes it can take a while to gather the required information to make this decision so please bear with us but we aim to contact you as soon as possible. If you haven’t heard from us after a few weeks please contact us.


How will I be contacted?

We will usually try to contact you by phone on the number you or your GP provided. All of our calls show up as a private or withheld number. If we are unable to contact you by phone we may leave you a voicemail or send you a text message, email or letter.

What if I need help now?

If you are already under the care of Camden and Islington mental health services call 020 3317 6333. This number is available 24 hours a day, 7 days a week.

If you are not under the care of mental health services call
the C&I Crisis Team 020 3317 6777. This number is available 24 hours a day, 7 days a week.

If you or someone else is in immediate danger or risk of harm phone 999

In an emergency you can always go to the emergency department at your local hospital. They will be able to assess your mental state and treat accordingly. In most  emergency departments a psychiatric liaison nurse is available.

What will happen at the first appointment?

The first appointment will be for an assessment with one of our team. This may be conducted over the phone or in person. You will have the opportunity to talk about your difficulties. This helps us decide whether you would benefit from the treatment our service offers. You will also have an opportunity to ask any questions you may have. At the end of this meeting, we will discuss our recommendations for the next steps with you. We will share our recommendations with your GP too unless you tell us otherwise.

Will I have to pay?

No. Services within iCope are free of charge for people registered with a Camden or Islington GP.

Is the service confidential?

We have a legal duty to keep your information confidential. We share information with your GP and other healthcare providers to give you the best possible care. We do not give other organisations (e.g. housing) information about you without your consent. However, if there are circumstances where you or someone else might be at risk of significant harm, there may be a legal reason to share information about you. In these situations we must, by law, share information with other organisations.

Information about your treatment is kept on a secure computer system. The information we keep is used as part of your treatment and also to see how we can improve our services. Any information included in reports about improving the service is anonymised so no details that could identify you are included. If you would like to see the information we have about you, please discuss this with the therapist you are working with.

In addition, all services like ours send reports each month to the NHS information Centre. These reports contain some information about the people we are seeing. This is so we can compare how we are doing to other services and help the NHS in planning services across the country. No information that could reveal your identity is used in these national reports. However, if you do not want your information included, please tell your therapist and they will make sure your information is not included. This will not affect your treatment in any way.

Information sharing and confidentiality leaflet

If I am offered treatment what can I expect from you and what is expected of me?

You can expect regular sessions with the same person. During sessions you will work together to help you reach your goals. From sessions you will develop ideas for things you can try outside your sessions – putting things into practice between sessions will be an important part of therapy.

You will be expected to attend your sessions and to let us know in advance if, for any reason, you are unable to attend. If you have to miss the occasional appointment (e.g. if you are unwell, have childcare problems), then we should be able to rearrange this for you. However, if two appointments are missed or cancelled, then treatment may have to stop and you will have to start the process again.

Can I be seen outside office hours?

Appointments are usually in working hours (9am-5pm) but we are able to offer a limited number of appointments outside these hours. If it would be helpful, you can be provided with a letter for your employer without revealing the details of the problem. We try to arrange the time of the sessions to suit personal circumstances as far as possible. Please let us know in advance if there are factors which make it difficult for you to attend your scheduled appointment and we may be able to do something to help.

What if English is not my main language?

This service is available to people who do not have English as their main language. We can arrange for an interpreter to attend appointments and can cater for a wide range of languages.

What if I have a physical disability?

Please let us know in advance if you have any mobility problems which could cause any difficulties in keeping your appointment. Many of our bases and locations offer disabled access, however there are some locations where this isn’t guaranteed. We will try to make arrangements to ensure we can support you.

Do you see older people?

Yes, we will see adults from the age of 18 upwards.