CAMHS waiting experience
Families told us waiting for CAMHS can feel stressful, confusing and isolating. Parents said they often felt unsure about what was happening after a referral was made, while young people described how uncertainty could increase anxiety. We’ve worked alongside young people, parents, carers, clinicians and community organisations to improve the experience of waiting for mental health support.
CAMHS Virtual Waiting Room – support while you wait
In response to an direct ask from communities, the CAMHS Virtual Waiting Room helps children, young people and families stay informed, connected and supported while they wait for an assessment or treatment. Developed with families and NHS partners, it provides practical information, wellbeing resources and guidance tailored to local services.
The Virtual Waiting Room now supports around 10,000 families across South London, with more than 60% of families engaging with newly developed co-produced content. This content has been shaped directly by feedback from families about what information and support they need most while they wait.
Through the platform, families can access:
Information about CAMHS and what to expect from the assessment process
Resources and practical advice to support wellbeing while waiting
Borough-specific information and local sources of support
Welcome videos from CAMHS teams
Guidance to help families understand the different stages of care
Access to referral information and key updates through myHealthE where available.
Making the CAMHS journey clearer
Families repeatedly told us that CAMHS pathways can be difficult to understand. Many were unsure what would happen next, what different thresholds meant, or where to find support while waiting.
To help address this, we have worked with young people, parents, carers and clinicians to develop a new CAMHS Journey of Care infographic. The resource provides a clear, step-by-step guide to the CAMHS process, helping families understand their options and feel more confident navigating support.
The infographic includes:
A clear overview of the Community CAMHS journey
Consistent information across services
Signposting to community-based support
Accessible explanations of key stages and processes
Formats designed to be inclusive and easy to use across different communities
Working with communities to improve support
The CAMHS Virtual Waiting Room was created following community listening carried out through South London Listens. Parents, teachers and young people told us that better communication and support during waiting periods was a priority. Since then, families and community leaders have continued to work alongside NHS teams to shape and improve the platform.
Alongside the Virtual Waiting Room, we are developing new approaches to early intervention, culturally responsive support and stronger links between community organisations and mental health services. This includes work with Latin American families to improve ADHD support and the development of EarlyBIRDS, a new community-based programme providing early support for young people experiencing anxiety and depression.
Looking ahead
We will continue to expand the Virtual Waiting Room with new co-produced content, strengthen information for parents and carers, and work with communities to ensure children and young people can access the right support at the right time. Our goal is simple: that no family feels forgotten while waiting for help.
Resources and updates
Publishing waiting times
Transparency is important. Families want to know how long they may wait.
South West London and St George’s, and Oxleas NHS Trusts already publish CAMHS waiting times online
South London and Maudsley (SLaM) is preparing to follow