In a Mental Health crisis?

Talk Changes is not an emergency or urgent care service.

If you need urgent help and are worried that you can't keep yourself safe, City and Hackney has a 24-hour Crisis helpline on 0800 073 0006 or you can get help at your local Accident and Emergency department

Appointments Policy


Each appointment is a step on your road to recovery.

We understand that engaging with therapy and working towards recovery can be hard work. However, if you stick with it, therapy can be extremely rewarding. We encourage all patients to attend every appointment with our service so you can get the most out of the therapy. We recognise there may be times when it will be difficult to attend appointments, however to ensure we can offer a fair service to everyone it is important to attend all of your appointments. Please remember every appointment counts.

Please do not miss your appointment (face to face, telephone or group)

Each appointment (date, time and venue) is agreed with you in advance.

There is high demand for therapy at Talk Changes and our policies need to consider those in treatment as well as those waiting.

Assessment Appointments

If you are not available for any assessment then unfortunately we will need to discharge you from the service in order for us to see other waiting patients. This includes cancelling an assessment appointment at short notice (less than 2 working days’ notice). You will be able to re-refer.

Treatment Appoitments

Our policy on missed or cancelled treatment appointments;

If you miss or re-schedule more than one treatment appointment we will need to discharge you from the service in order for us to see other waiting patients.

If it is necessary for you to cancel an appointment e.g. due to severe illness, please telephone us on 0207 683 4278 or email so that we can re-arrange your appointment.

Please do your best to inform us that you will not be able to attend by leaving an email or voicemail even out of hours. Please remember that you can only do this once in a course of treatment so make sure when booking your appointments that this is a date and time you can attend.

Appoitments cancelled by us

If your therapist needs to cancel an appointment we will give you as much notice as possible. A member of our team will contact you to discuss this and your therapist will be in contact to re-arrange the appointment. Of course, you will not lose any of your therapy appointments if this is the case.

To contact us or 020 7683 4278

Talk Changes – City and Hackney IAPT Louis Freedman Building
St Leonard’s
Nuttall Street
N1 5LZ

Other useful information

NHS Choices -
Patient UK -
Patient Advice and Liaison Service (PALS) - PALS can provide information and support to patients and carers and will listen to your concerns, suggestion or queries. The service is available between 9am and 5pm. 0208 510 7315 / 07584 445 400 /

If you require this information in large print, plain print, audio or Braille please contact the Patient Information Team on 0208 510 5302, text: 07584 445 400 or email:

Need urgent help?

If you need urgent help because you are worried that you might harm yourself or someone else, call the 24-hour City & Hackney crisis helpline on

020 8432 8020

Contact us

The easiest and quickest way to arrange a telephone assessment is to complete the online referral form. The referral form asks for some information that you may not know. Don’t worry if you can’t answer all the questions.

However, the more information you can provide, the easier it is for us to get you the right support as quickly as possible.

If you prefer, you can also email us on:

Most people receive an initial telephone assessment within two weeks. Following your initial assessment we’ll agree a treatment plan with you and book your next appointment.

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