A System That Responds Without Delay

Too many people are still waiting too long for support across Wales. 

For someone living with mental illness and/or addiction, experiencing overwhelming stress, or even trying to access help for a child or family member, delays can have serious consequences. Yet despite repeated policy commitments around prevention and early intervention, many people still face long waiting lists, complex referral pathways, and fragmented systems before receiving support. 

People should be able to access, same-day support when and where it is needed, without the need for a GP referral. 

Wales already has a strong policy foundation for preventative and person-centred support. The Well-being of Future Generations (Wales) Act 2015 places prevention and long-term well-being at the centre of public policy. Similarly, the Social Services and Well-being (Wales) Act 2014 promotes earlier intervention, voice and control, and more integrated support. 

At the same time, the previous Welsh Government’s Mental Health and Wellbeing Strategy 2025-2035 emphasises prevention, community-based care, and equitable access to support.  

However, for many people the reality on the ground still falls short of these ambitions. Support is frequently difficult to access until needs escalate to crisis point. Individuals can be redirected between services, excluded because they do not meet specific criteria, or left waiting while their mental health deteriorates further. This reactive model places extra pressure on the NHS, social care, and emergency services as a result of the lack of earlier intervention. Thus, a system that focuses on prevention cannot exist without timely access. 

As part of our “Towards a Fairer Future” campaign we are calling for the new Welsh Government to make this a priority.  

People should not have to navigate complex systems or lengthy referral processes to receive help. We are campaigning for: 

• Open-access and self-referral pathways when needed 

• Same-day, community-based support where possible 

• Direct action to reduce waiting times across services 

• Simple, joined-up pathways that reduce duplication and confusion 

The principle of “no wrong door” should underpin service design across the country, making sure that people are connected to appropriate support wherever they first ask for help. 

Additionally, support should not depend on your postcode. Rural communities can face further barriers, such as workforce capacity, travel difficulties and limited local provision. Therefore, there needs to be better use of technology, outreach, and existing community infrastructure to improve access across all communities. This could look like more outreach and mobile services, partnership working with local organisations and community groups and even stronger links between statutory and third sector services. Technology should be used to enhance access instead of replacing human connection through online sessions. 

Furthermore, the new Government needs to move beyond crisis response and invest more consistently in prevention and early intervention, especially for children and young people. This aligns directly with the long-term ambitions set out within the Well-being of Future Generations (Wales) Act 2015 and wider public health priorities across Wales. By intervening earlier and improving access to support before needs escalate, services can improve long-term outcomes, reduce demand on specialist and emergency provision, and help create more sustainable systems over time. 

At the same time, improving access should also mean addressing the inequalities that continue to shape individuals’ experiences of support. Access is not equal across the country, with many people facing additional barriers linked to race, disability, age, religion, culture, gender and associated stigma. That is why a stronger action on diversity, anti-racism, culturally competent services, and accessible communication should form part of any meaningful change. Services should use plain language, reduce unnecessary jargon, and improve awareness of available support so people understand where to turn and how to access help. 

Wales has already committed to prevention, early intervention, and person-centred care. The true challenge now is turning those promises into practical, accessible support that people can rely on when they need it most.