Mind Infoline text service - Frequently asked questions (FAQs)

This page answers some commonly asked questions about contacting the Mind Infoline by text.

How do I contact the Mind Infoline by text?

Just text 86463 with a description of the information you need.

Examples of texts to the Mind Infoline
"Can you tell me if headaches are a side-effect of my antidepressant?"
"Where can I find a counselling service in Rochdale?"

When is the text service open?

We are open 9am - 6pm, Monday to Friday. We are closed on bank holidays.

Can I get emotional support by text?

The text service provides practical information on topics such as:

  • Different types of mental health problems
  • Information on service and support
  • Medication and alternative treatments

We can also help you to look for help and support in your own area. 

If you need someone to talk to or emotional support you can contact the Samaritans 24 hours a day on 08457 90 90 90 or jo@samaritans.org. You may also find our online support community Elefriends helpful.

When will you text me back?

Infographic - When Will You Text Me Back < See our 'When will you text me back' Infographic

We aim to always text people back within 4 working hours. This means that sometimes you might not receive a response until the next day.

If you text at the weekend you will not receive a reply until Monday.

You will however get a confirmation message much sooner. This will contain a link to the Mind website, our opening hours and information about what to do in a crisis.

Does that mean I have to wait 4 hours in between each text?

No, once a conversation has begun you will receive responses more quickly (during opening hours). 

Can you help me in an emergency or crisis?

No, the Infoline is an information service only. If you or someone else needs urgent help, please call 999 or got to your nearest Accident and Emergency department (A&E). See I need urgent help for more information.

What will happen if I do text you in a crisis?

Infographic Crisis Cropped (1) < See our 'What will happen if I text in a crisis' infographic

 

If you text us and we are worried about your or someone else's safety, we will prioritise this text and respond as soon as we can.

We generally feel that we are able to help people in crisis better by phone. This means if we think you are in crisis, we will try to phone you. The number will show up on your phone as ‘withheld number’ or as a number starting with ‘0330’. If you do not answer, we’ll leave a message so you know it was us calling, and we will also text you back.  

Please remember, we will only be able to respond immediately during opening hours. If you or someone else needs urgent help, please call 999 or got to your nearest Accident and Emergency department (A&E). See I need urgent help for more information.

How do you decide the order in which you text people back?

We will text people back in the order we received the text. The only exception is if we are concerned about someone's safety.

Will I always be speaking to the same person on the team?

If we can, we will try to make sure you're speaking to the same person for the duration of your text conversation. This won't always be possible if your conversation spans more than a day.  

Can I complain about the Mind Infoline via text?

If you'd like to complain about the Mind Infoline we would recommend doing this via email as this will allow us to respond in more detail. You can email us at info@mind.org.uk

How much will it cost?

Each text message you send us will be charged at your standard network rate. If you have free text messages as part of your contract, or a bundle, your text to Mind will be free.

You've asked me questions for statistics, what will you use these for?

At the end of your text conversation we will send you the following message:

“I hope we helped, please give us feedback here. To help our statistics please text us your gender, age, ethnicity, sexuality and location. Thanks”

We collect anonymous statistics about the people using our service so that we can make sure we are supporting as many people as possible. If you would prefer not to give us this information that is fine, but we would appreciate it if you could fill in the online feedback form which you can find here.

If your question is not answered here, please email info@mind.org.uk or ring 0300 123 3393

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