Skip to main content

We use necessary cookies that allow our site to work. We also set optional cookies that help us improve our website. For more information about the types of cookies we use, visit our Cookies policy.

Cookie settings

By Anna Lawrence-Jones, Simon Martin and Hamza Shaikh

Introducing the Service User Voice Group

Mental Health Innovations (MHI) has had a research partnership with Imperial College London for many years. In February 2024, as part of a new programme of work to develop four reports to guide practice about key mental health topics, Imperial also set up MHI’s first Service User Voice Group (SUVG), created to ensure that the voices of those who use the Shout text service and public member voices are heard, both through the improvement of the Shout service and the identification and development of research topics.

The SUVG comprises eight people from across the UK who have previously texted the Shout mental health support service; some members have also volunteered for Shout. The group aims to represent the diversity of the UK, with members ages ranging between 18-65, and with varying experiences of mental-ill health. Some are part of minoritised ethnic groups and additionally have different access needs, for example a Deaf individual and people who are neurodivergent.

How does the SUVG work together?

The group meets online approximately every two months to discuss elements of the Shout service and feed into our research reports. At MHI, one of the key elements underpinning our work is the power of positive conversation and the group is an example of this in practice; they have taken time to build rapport and have created a safe space to share their views and experiences. The group follows the principles that they set out together when they first formed (such as listening non-judgmentally). They have their own WhatsApp group, which they use to bounce ideas around and to allow for more regular communication. The WhatsApp group has also helped support members with advice, CVs and difficult times.

We asked members of the group for their reflections on why they wanted to join, why the group is so important and what the experience has been like for them.

“One of my new core values since my battles with grief and mental health is benevolence. Shout helped me through some dark times so I was delighted to join the SUVG and give something back. As part of this I set myself a mission statement to make Shout as widely known about as the Samaritans.”

Simon Martin

Simon Martin, Service User Voice Group member

Helping to shape mental health research

In order to have the input of those with lived experience into our research, the group have also been involved in shaping MHI and Imperial College London’s first observatory report about the accessibility and availability of Shout. They gave recommendations as to what direction the analysis should go in and shared their lived experiences to help shape the narrative of the report. For example, they suggested that the analysts should look at the behaviour of first time texters and how that might differ from people who had used the service before.

“Seeing ideas come to fruition, being used by MHI and influencing wider Government and NHS Mental Health policies gives myself and other members a real feel good factor. The team members from Imperial and MHI have created a very supportive environment to allow us members to safely open up about our experiences and come up with ideas to improve the service. For example, the group has improved the information people receive when they are waiting to be paired with a volunteer and the survey that goes to people after they have had a conversation.” - Simon Martin, Service User Voice Group member

“Involving people with lived experience in shaping services is crucial. They bring unique insights that professionals may not have, helping to ensure that services are genuinely user-friendly and effective. The SUVG has demonstrated how powerful this can be, from improving Shout texter’s experience to influencing policies. When people with direct experience of mental ill-health contribute to the development of services, it fosters greater trust, engagement, and accessibility. More inclusive and co-produced services ultimately lead to better mental health support for all users.

The involvement of SUVG members has ensured that service users feel heard, valued, and respected. It has also reinforced the idea that those who have experienced struggles with mental health can play a pivotal role in creating meaningful change. By integrating lived experience into service design, we can build systems that are more empathetic, responsive, and impactful.”

Hamza Shaikh

Hamza Shaikh, Service User Voice Group member

Next steps for the SUVG

To date, the SUVG has been managed by Anna Lawrence-Jones (Public Involvement Lead, Imperial College London), with support from Jess Jarvis (Data Analyst, MHI).

MHI is now taking on leadership of the group, enabling it to be even closer to directly enhancing the charity’s services and complimenting the existence of MHI's Youth Advisory Board, which comprises beneficiaries and volunteers who represent the views and perspectives of young people at every level of the charity.

Moving forward, the SUVG will continue to provide feedback, influence service developments, and ensure that MHI’s services remain accessible to those who need them most. The group will also contribute to future reports, guiding research that can shape policies and mental health interventions at a national level.

You might also be interested in: