Frequently asked questions

How do I self-refer / request an appointment?

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 which will most likely be held over the phone. 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?

Please see our urgent help section for more information.

What will happen at the first appointment?

The first appointment will be for an assessment with one of our team. This will most likely be conducted over the phone but maybe face-to-face. You will have the opportunity to talk about your difficulties and you will be asked questions about these. 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. This could be psychological therapy with iCope, or a referral for help from another service or organisation (such as debt advice or support groups). We will share our recommendations with your GP too unless you tell us otherwise.

If I am offered treatment what can I expect 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.

The psychological wellbeing practitioners (PWPs) and therapists in the service are all trained to deliver evidence-based psychological therapies. They are from a variety of different professional backgrounds including clinical psychology, counselling psychology and nursing, and have undertaken extensive professional training. They abide by professional codes of conduct and are accountable to their professional bodies. All therapists receive regular supervision.

We are a teaching institution and as such, there may be occasions where a trainee will observe, listen to (if over the phone), or record your appointment for training purposes. If for any reason you do not wish this to happen, please let us know. Your decision will be fully respected and will not affect your treatment in any way.

Do you have a cancellation or non-attendance policy?

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.

When and where are sessions offered?

Appointments are usually in working hours (9am-5pm) but we are able to offer a limited number of appointments outside these hours from 8am to 8pm. 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.

Therapy sessions are held in GP practices in Camden and Islington and also at community bases across the boroughs. Groups are run at local community venues in Camden and Islington.

What are the questionnaires I have to complete?

We routinely collect data to help keep track of your progress and to evaluate the service we are providing. You will also be asked to complete a set of clinical questionnaires each time you attend an appointment which ask about your mood and your symptoms. These questionnaires can be completed online or on paper.

We also routinely ask people for feedback on our service, as this helps us to keep improving what we do.


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.

How do you use my personal information?

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.

Camden & Islington NHS Foundation Trust have a partnership arrangement with the following organisations: Nafsiyat, Camden Bereavement Service, Women and Health, Age UK Camden, IESO Digital Health and Growing Together: Support for Parents and Young Children. We share information between us to ensure the best treatment and care for you. If you don’t want your information shared with the above organisations please let us know.

In addition, all services like ours send reports each month to the NHS Digital . 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. This will not affect your treatment in any way.


Will I have to pay?

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

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.