What is Canopi?
Canopi is a free and confidential mental health support service for NHS and social care staff in Wales, funded by Welsh Government and administered by Cardiff University. It offers multiple levels of psychological support, including self-help, guided self-help, peer support and virtual or in-person therapies.
Who can access the Canopi service?
Canopi is available to staff who are aged 18+ working in social care roles or services and the NHS across Wales. We support individuals experiencing a range of mental health difficulties such as anxiety, depression and trauma.
How can I get urgent help?
Canopi is not an emergency service and does not provide urgent or crisis support. Those in immediate distress should contact NHS 111 press 2, Samaritans (116 123) or use the text service FRONTLINE to 85258. If you need help immediately, click here.
Is Canopi a confidential service?
Yes. Confidentiality is a core part of the service. Canopi is designed for people who may feel uncomfortable seeking support through their employer.
Please note: Canopi is independent of the NHS, we do not have access to or contribute to your NHS medical record.
Can I ask for information about a Canopi client?
To protect confidentiality, we are unable to provide information to any third party without the client’s written consent, and we are also unable to share information upon request from a third party.
Are you able to provide evidence of the support I have received from Canopi?
If you have accessed Canopi you are able to request a letter which details the contact you have had with the service and the support that has been provided. You are also able to request any doctor advisor or therapy notes.
How do I refer myself for support?
You can self-refer by completing the online referral form on the Canopi website. The team will respond within one working day. You can also call our helpline on 0800 058 2738 where one of our admin team members will be happy to guide you through the referral process.
Our admin helpline team are not trained mental health professionals and can only offer administrative support.
Please note, Canopi is a self-referral only service and as such we are unable to take referrals from third parties.
How much support can Canopi offer me?
Canopi provides a range of support options, including:
- Self-help resources through partner organisations
- Wellbeing Ally support, pairing you with an experienced peer who understands health and social care work and provides a safe, confidential listening space.
- Guided self-help, such as Silvercloud or therapist‑guided CBT
- Cognitive Behavioural Therapy (CBT) with accredited therapists
Most of the therapists we work with conduct CBT sessions with clients via video calls or phone calls. A small number of our therapists offer in-person sessions so the wait for this is likely to be longer than for video call sessions.
The exact number of sessions/ amount of support will be tailored to you as an individual up to a maximum of 8 sessions of CBT.
Please note that Canopi does not provide counselling (including family, relationship, or bereavement counselling). In addition, Canopi is unable to help with financial or legal advice, complaints, mediation, relationship counselling or advocacy.
Do you offer EMDR?
Some of our therapists will introduce EMDR protocols when they feel this is appropriate. However, as we only fund up to a maximum of 8 sessions, this isn’t always possible. We can put you in touch with one of our therapists who is able to deliver EMDR, and this is something that you will be able to discuss with them in your first session.
I’m already receiving psychological support. Can I still use Canopi?
It is generally best not to receive support from different therapists at the same time. If you’re already under the care of another mental health provider, we would encourage you to discuss your needs with your current provider or GP.
Does it matter where I am when I attend my online/phone appointments?
It’s important in your sessions that you feel able to talk freely and privately, with no distractions. Please therefore ensure you arrange your online/phone sessions for a time when this is possible (for example, when you are not driving). Please note that our doctor advisors and therapists cannot speak to you if you are abroad.
How does the referral process work?
After submitting the online referral form, you will be asked to fill in a short information form. You’ll then be directed to book a telephone appointment with one of our Doctor Advisors to discuss what you are finding difficult. Together, you will then decide which support option is most appropriate and if suitable for support, you can be added to the relevant waiting list.
Please note, our Doctor Advisors do not diagnose conditions, prescribe medication or otherwise manage medical conditions.
I am not based in Wales. Can I still access support?
Canopi is for staff working in NHS Wales and social care staff in Wales. If you are working in England and want support, visit Practitioner Health. For support in Scotland, visit Workforce Specialist Service.
What was Canopi called previously?
Before April 2022, Canopi was known as Health for Health Professionals Wales (HHP Wales).
What are the service hours?
The Canopi helpdesk operates Monday–Friday, 9am–5pm, excluding bank holidays. Most of our Doctor Advisors and therapists work during these hours, but some evening and weekend appointments are available.
How can I provide feedback about my experience with Canopi?
All clients who contact Canopi for support are provided with the opportunity to complete a service evaluation form to provide feedback on the service. This will generally be sent to you when you have finished your support but if you would like to complete this sooner, please email canopi@cardiff.ac.uk and you will be sent the link. You can also share any feedback, comments, or suggestions directly with Canopi by contacting us on canopi@cardiff.ac.uk Please share as much information as you feel comfortable to do so.
This feedback is regularly reviewed and reported in an anonymised and collated format.
What do I do if I’m not happy with the support I have received?
If you’re unhappy with any aspect of our service, if you feel able to please discuss this with the person involved at the time. You are also able to contact the Canopi team via email (canopi@cardiff.ac.uk ) with any problems or concerns that you may have.
What should I do if my concerns haven’t been resolved?
If you feel your concerns have not been resolved, you have the right to complain. Canopi aims to address concerns quickly, protect your confidentiality and keep you informed throughout the process. To make a complaint, contact canopi@cardiff.ac.uk as soon as possible after the issue. The team will share the complaints policy and guide you through the process.
What if I do not feel I can work with the therapist I have been matched with?
We understand that at times, for a variety of reasons, the relationship between therapist and client may not develop as expected. In these instances, we would encourage you to contact the Canopi helpdesk (Canopi@cardiff.ac.uk) as soon as possible to discuss your concerns. We may be able to allocate you to a different therapist if you inform the Canopi helpdesk team when you have only had one or two sessions.
How do you use the personal data you collect?
Canopi collects and processes only the minimum personal data required to deliver the service. This may include contact details, professional information and relevant health information provided during assessment. Personal data is used to assess eligibility, communicate with clients and facilitate appropriate referrals within Canopi. All data is processed with the client’s consent, stored securely within the UK and retained for up to ten years. For more information on how we use and take care of your data, visit our privacy policy.
Bilingual support
Canopi provides correspondence and support in both English and Welsh. Our team includes Welsh speaking administrators, Doctor Advisors and therapists, so patients can feel comfortable accessing support in their preferred language.
Re-accessing policy
Canopi is funded to support individuals for a single programme of support. We understand that people can experience further problems and difficulties. If this is the case, then we would invite you to contact the service again, however, we would expect at least three years to have passed between completing one programme of support and the commencement of another. This helps us keep wait times down and ensures the service remains accessible for those who need support. If you have any questions about our re-accessing policy, please email canopi@cardiff.ac.uk.