IntroductionIn the UK, almost 50% of illness diagnosed among working age adults is mental distress, depression and chronic anxiety being the two most prevalent illnesses. However, only 24% of those diagnosed receive appropriate interventions within the National Health Service (NHS). In light of this, third sector organisations, such as MIND, are left to fill the gap in providing therapeutic care. This paper reports on an evaluative study of what Mind offers as opposed to statutory services from a service user perspective.AimAn exploration of the differences in mental health care between statutory and non-statutory organisations.ObjectivesTo identify how service users experienced MIND's counselling service. To establish the benefits and disadvantages of mental health care within statutory and non-statutory services. To identify the impact of mental health care from non-statutory services.MethodThis qualitative research project, adopted a case study approach. Using one to one narrative interviews, data from 12 participants, five males and seven females were collected. Following transcription, each narrative was analysed individually, with thematic analysis being used across all 12 interviews.ResultsSix themes were identified; mindful of the gap; easing like sunday morning; magic moments; love is in the air; lighting up a future and changing the status quo.ConclusionMind plays a significant role in enabling those with psychological problems to move towards building a better future. Findings suggest statutory services can learn important lessons from non-statutory organisations not least how best to provide cohesive, collaborative and compassionate mental health care for those in distress.Disclosure of interestThe authors have not supplied their declaration of competing interest.

Introduction In the UK, almost 50% of illness diagnosed among working age adults is mental distress, with depression and chronic anxiety cited as the two most prevalent psychological illnesses. However, only 24% of those who experience anxiety and depression, consistent with diagnoses, receive National Health Service (NHS) interventions. Effective mental health care is predicated on understanding the lived experiences of those using services in order to provide sensitively attuned therapy. An understanding of the process of counselling and what makes it effective will only be achieved through hearing the voices of service users. However, with regard to counselling, the literature foregrounding the perspectives of those using services remains sparse. Method This study reports on a qualitative research project, the aim of which was to explore the experiences of people who have used North Staffs MIND’s Adult Counselling Service in order to elicit the strengths of and/or opportunities for improving the service. Twelve participants, five males and seven females, were interviewed on a one‐to‐one basis and six themes were identified; Mindful of the Gap; Easing Like Sunday Morning; Magic Moments; Love is in the Air; Lighting up a Future and Following up the Changes: Spreading the Word. Results Findings suggest the participants in this study found the service beneficial, with therapeutic interventions being tailor‐made to meet the person's needs, and one which ensures a safe environment and compassionate care for those in distress.