Welcome!

This guide explains what a keyworker does, how they support you, and what you can expect from your care with Oxford Health.
We’ve made it simple and clear so you can feel confident about the help you’re getting.

What is a Keyworker?

A keyworker is your main point of contact when you’re receiving mental health care. They’re here to:
Build a trusting relationship with you.
Work with you to create a personalised care plan that focuses on your goals.
Deliver specific support or treatments based on your needs and their expertise.
Connect with other NHS professionals and services as well as charities and other organisations to make sure you get all the help you need.

Think of your keyworker as your guide, helping you navigate your care journey while focusing on what matters most to you.

How Is a Keyworker Different from a Care Coordinator?

In the past, you might have had a care coordinator whose main job was organising your care. Now, the keyworker role is different because it focuses on:

• Providing hands-on support or treatments (called interventions) to help you reach your goals.
• Working as part of a team to create a care plan with you, not just for you.
• Building a strong, trusting relationship to support your mental health journey.

Here’s a quick comparison:

Care Coordinator
Focused on organising care
A specific role (like a nurse or social worker)
Created and monitored care plans
Managed care for many people
Task-focused, often about managing risks

Keyworker
Focuses on delivering support and building a relationship
Can be any professional in the team, including charity partners
Works with you and the team to co-create and update your care plan
Supports people to provide more focused care
Goal-focused, aiming for meaningful outcomes

Who Can Be a Keyworker?

Your keyworker could be:

• A doctor, nurse, psychologist, occupational therapist, or social worker.
• A peer support worker or recovery worker from Oxford Health or one of our partner charities, like Bucks and Oxfordshire Mind.
• In some cases, an unregistered staff member (like a support worker) if they’re providing most of your care.

In inpatient or crisis services, your keyworker will always be a registered professional.
As your needs change, your keyworker might change too, but we’ll always keep you informed.

What Does a Keyworker Do?

Your keyworker will:

• Listen to you and understand your unique needs with compassion
• Work with you to create a Collaborative Care Plan that reflects your goals.
• Deliver support tailored to their expertise, like therapy or practical help.
• Connect with others involved in your care, such as your GP, other NHS services, or charities.
• Keep everyone on the same page by sharing updates and plans with your care team.
• Guide you to other services if you need extra support.
• Involve your family or carers (if you’re okay with that), especially during big changes, like moving between services.

They’ll also help you track your progress using tools called Patient Reported Outcome Measures (PROMs) to make sure your care is working for you.

For more on how your Keyworker will support your care plan and PROMs, please see our separate leaflet on PROMs and Collaborative Care Planning

How Is a Keyworker Chosen?

Your keyworker is chosen based on:

• Who can provide the support you need right now.
• Who has the right skills to help you reach your goals.
• Any reasons why someone might not be the best fit (like if your needs are complex and need multiple professionals).

A team of professionals (called the Multidisciplinary Team, or MDT) will decide together who’s the best keyworker for you.

What Happens After You Get a Keyworker?

Once your keyworker is assigned, you’ll get:

• Their name and contact details.
• A date for your first meeting to talk about your care plan and goals.
• A schedule for regular check-ins to review your progress.

If there’s ever a delay in assigning your keyworker, you’ll have a temporary contact (like a duty team or worker) to support you until your keyworker is ready.

How to Contact Your Keyworker

Call or email your team’s admin office, and they’ll connect you with your keyworker or another team member if your keyworker isn’t available.
If no one can answer right away, you’ll get a call back as soon as possible.

What If Your Keyworker Changes?

Sometimes, your keyworker might change if:

• • Your needs or goals change.
  • A specific treatment or support ends.
  • A staff member moves to a different role.

If this happens, the MDT will decide the next steps, and you (and your carers) will be told why and what’s next. Everything will be noted in your care plan.

What Happens When Your Care Ends?

Your care might end when:

You’ve reached your goals

• A planned set of sessions or support is complete.

 

Your keyworker will:

• • Share contact details for any follow-up services you might need.
  • Complete discharge paperwork to wrap things up clearly.

Working with Our Partners

We work with trusted partners, like charities (e.g., Buckinghamshire and Oxfordshire Mind), to provide some of your care.
If your keyworker is from one of these partners, they’re still part of our team and follow the same standards.
You’re not being “sent” to another service—they’re working with us to support you.

Questions?

If you have any questions about your keyworker or care, contact your team’s admin office. We’re here to help!