No response after a mental-health referral: what to do

First, confirm the referral actually arrived

1. Ask the person or service that referred you for the date sent and the name of the receiving service.
2. Contact the receiving service and ask whether the referral is logged and active.
3. Check they have your current phone number, email and address, and ask how they normally contact people.
4. If you were referred through NHS e-Referral, you may be able to manage some referral details through the NHS App or NHS website.

What to ask when you call

If they cannot find it, ask the referrer and receiving service to check the destination and date before assuming you need to start again.

If the referral was rejected, redirected or closed

Ask for the reason and the recommended next route. A referral being declined does not necessarily mean no help is available; it can mean a different service or level of support is considered more appropriate. Keep the explanation, and take it back to your GP or referrer if you need help deciding what to do next.

If your situation has changed while you wait

Do not rely on the original referral to communicate new information. Tell your GP or the service if symptoms, safety, medication problems, work, sleep or your ability to function have changed significantly. If you need urgent mental-health help in England, use NHS 111 online or call 111 and select the mental-health option.

Common questions

How long should I wait before chasing a mental-health referral?

There is no single waiting time for every mental-health service. If you have not received the confirmation or timescale you were told to expect, it is reasonable to contact the referrer or receiving service and confirm that the referral is active.

Can I check a mental-health referral in the NHS App?

Some referrals and specialist appointments can appear in the NHS App, but not every provider shares all referral information there. If information is missing, contact the healthcare provider.