A Children’s and Young Persons Mental Health Charity with a Long-Standing Community Role

Let’s Talk Well, formerly known as Teens in Crisis (TIC+), is a Gloucestershire-based charity founded in 1993 in the Forest of Dean. For more than three decades, the organisation has supported children and young people through accessible counselling and mental health support.

Every Year, Let’s Talk Well's team of 100 staff and volunteers provides free counselling to thousands of children and young people aged 9–25 years of age. The Charity’s vision is to ensure that every young person has someone to talk to when they need it most.

A Need for Scalable, Integrated Digital Capability

By 2016, TIC+ had developed its own database to record clinical activity and support delivery of its commissioned NHS contract. For a period this in-house platform delivered a refined reporting tool capable of producing high-quality outputs.

However, as the organisation grew, its operating model placed increasing pressure on staff, systems and reporting processes. Data entry became time-consuming and costly. Paper-based outcomes still needed to be entered manually after being posted in, or collected from a secure drop-off point. This meant that clinical performance data was often at least six weeks out of date, making it harder to identify issues, correct errors quickly and maintain real-time oversight of service quality.

Commissioner and customer reporting also became increasingly challenging, with reports sometimes running up to three months late.

To support future growth, Let’s Talk Well needed a modern digital platform that could improve clinical connectivity, strengthen data quality and provide a scalable foundation for expansion. It needed a solution to:

• Improve real-time visibility of clinical outcomes and service performance.

• Reduce manual data entry and reliance on paper-based outcome measures.

• Give clinicians stronger access to client records during sessions.

• Support faster incident response and improved data-quality assurance.

• Create reliable reporting for commissioners, customers and internal teams.

• Provide a flexible platform able to support regional and national growth.

Why Let’s Talk Well Chose Tacklit

Let’s Talk Well explored a range of options, including further development of an in-house solution, and alternative systems available in the market. Tacklit stood out as it offered the balance the organisation needed: the structure and assurance of a purpose-built clinical platform, combined with the flexibility to support the charity’s evolving service model.

“As a mental health charity providing counselling to around 4,000 young people each year, we needed a seamless solution for our client record management that would provide us with a launchpad for expansion while retaining our assurance of reporting quality,”

said Dan Tipp, Head of Operations Development for Let’s Talk Well.

“Tacklit stood out as a genuine alternative to the standard off-the-shelf solutions we had investigated. It aligned with our vision for growth, and we plan to leverage its additional features and benefits by further expanding its scope and use in our work.”

Digital Transformation in Practice

The introduction of Tacklit into counselling sessions changed how clinicians and young people interacted with the client record. Let’s Talk Well equipped counsellors with touch screens, enabling a more interactive experience in which clients could engage directly with aspects of their care pathway and report their experience in the session.

Impact: From Delayed Reporting to Same-Day Visibility

With Tacklit in place, Let’s Talk Well moved from delayed, manual reporting processes to same-day reporting capability. The organisation can now respond quickly to service delivery, ensuring accountability for data quality entry and give teams and leaders clearer visibility of performance across services. By leveraging BigQuery for live dashboard reporting, Let’s Talk Well has created a stronger evidence base for operational decision-making, contract management and service improvement. The platform has also positioned the organisation to enhance its current service model through AI-supported processes and to replicate high-quality clinical services across new regions and future opportunities.

Building for the Future

For Let’s Talk Well, Tacklit is a digital foundation for sustainable growth, enabling the charity to scale its reach while maintaining the quality, assurance and responsiveness that underpin safe, secure and effective mental health care.

As demand for accessible mental health support continues to grow, Let’s Talk Well is now better equipped to expand its services, improve insight across its operations and continue ensuring that young people have someone to talk to when they need it most.