“I needed the help. They weren’t giving it”: Experiences of young people in tertiary education on waitlists for mental health services in Aotearoa

Abstract

<p><strong>Young people seeking support from mental health services in Aotearoa often face long waitlists and significant delays in receiving care. Extended waits have been associated with worsening symptoms and poorer outcomes, with reports of young people feeling forgotten about and uncared for. Previous research examining waitlist experiences has primarily focused on physical health contexts, with limited studies investigating this experience in depth for those awaiting mental health support. This research explored how young people in tertiary education who had previously been on waitlists for mental health services experienced the waiting period and their perspectives on what could make a difference during this time. Informed by interpretivism and underpinned by phenomenology, semi-structured interviews were conducted with 12 tertiary students aged 18-25 who had experienced being on a waitlist for mental health services in the last two years and had since received help. Four key themes were developed through a reflexive thematic analysis of participants’ interviews.</strong></p><p>“You’re in limbo, you’re in flux” captured participants’ paradoxical experiences of feeling stuck in a state of limbo while simultaneously being engaged in constant motion, seeking information and contending with worsening symptoms. Participants described the uncertainty and profound sense of powerlessness that marked this time, as their efforts to access care felt futile. “Sort yourself out” encapsulated participants’ central sense of feeling dismissed and ignored by mental health services and actively left to support themselves. The limited support offered during this time, such as helplines, was often inadequate. “I’m looking for an easier way” reflected participants’ desire for a simpler pathway into mental health services.</p><p>Participants wanted information and guidance to help them navigate the system, updates during the waiting period, and options for interim support. “If at least someone like cared about you” captured participants’ desire to have their existence, feelings, and experiences recognised and validated while awaiting professional services. Participants wanted acknowledgement and reassurance from staff members and to feel genuinely cared for as individuals. This research suggests that waiting for mental health services is challenging and distressing, but there are small things that can be done to improve the quality of the wait.</p><p>Service providers looking to support young people on waitlists may consider the value of communicating information clearly and readily and conveying warmth and compassion during interactions with young people.</p>