Frequently asked questions
If you have the right to work in the UK, are over 16 and live in Bristol, North Somerset or South Gloucestershire with a health condition affecting your ability to work then get in touch and find out how we can help.
WorkWell is voluntary and free, providing you with a personalised, single point of access to many support services available locally. How much advice you take is up to you, but we will support you at a pace that you are comfortable with, that takes all your personal circumstances into account.
WorkWell is a partnership programme which means we have lots of organisations working together to help you stay in work, return to a job after a period of absence or to help you find a new job.
We help for a period of up to six months, but ongoing support is always available to those who need a bit of extra help achieving their goals.
It is completely up to you. You can contact us in the first instance before making a referral yourself or if you would like to speak to your GP or someone in your HR team first, they can make the referral for you. It really is quick and easy to do, and someone will be in touch shortly afterwards to explain what happens next.
WorkWell – Re‑Engagement Policy
WorkWell is a short‑term, soft‑touch service. We help you identify what support you need and connect you to the right organisations to help you thrive in or return to work.
Your initial support with us
How long: Up to 4 months in total (most people need less).
How many sessions: Typically 1–6 sessions with your coach (sometimes just 1–2 phone calls, usually 3-4).
What we do: We listen, agree an action plan with you. We may complete a short-term, light-touch piece of work or advice with you and/or signpost or refer you to the most suitable organisations.
Subsidised support (one‑off): Where appropriate and funding allows, we may offer one fully subsidised referral pathway per participant (for example we may pay for courses, activities and specialised support). This can only be offered once so we can help as many people as possible
When your Workwell journey completes
Your case will close when:
You and your coach agree you’ve completed what you need from us; or
You disengage (stop taking part or stop responding) and we’re unable to continue the work.
We’ll send a closing message so you know we’ve updated our records.
Coming back for more help
We know life changes. If you later decide you’d like more help, you can contact us to re‑engage.
Who can re‑engage?
If you are hoping to re-access Workwell for support with the same health challenge at work…
You can re‑engage if your first period of support did not use up the maximum:
- Time: less than 4 months used; and
- Sessions: fewer than 6 sessions used.
If you have sustained a new injury or developed a new health condition since you last accessed Workwell….
or there has been a significant change in your circumstances with an existing condition, then we may be able to offer a new round of coaching.
This will be offered where our team/coaches feel that a short-term Workwell support offer is well-placed to help you address your new Work and Health challenge.
Please note that, for ongoing/long-term conditions, it may be that a partner service to Workwell is better-placed to support your needs. We will always try to help hand over your case to our partner services, if this is the most suitable solution for you.
What we can offer on re‑engagement
A fresh check‑in to see what’s changed for you. Further short‑term coaching up to your original caps (so you won’t exceed 4 months in total or 6 sessions in total across both periods). – or the potential for a discretionary additional coaching period if your circumstances have changed.
Referrals/signposts your coach feels are appropriate at that time.
Subsidised support: may be offered only if you haven’t had a fully subsidised pathway before, and only at the WorkWell team’s discretion, depending on need, funding and capacity.
What we may do instead
If your circumstances haven’t meaningfully changed since you last worked with us—or our workload/capacity won’t allow us to support you appropriately -we may provide signposting back to suitable partners based on your previous plan, rather than re‑opening coaching.
What we can’t offer on re‑engagement
A second fully subsidised pathway if you’ve already received one.
Long‑term case management or open‑ended support. WorkWell is short‑term and focused on moving you on to the right ongoing support.
How to re‑engage
Contact us using the details on our website or in your previous correspondence.
We’ll acknowledge your request, check eligibility (time/sessions used), and let you know the next available slot. A short waiting list may apply.
How we make decisions
When we decide what we can offer on re‑engagement, we consider:
Your current needs and whether circumstances have changed;
Our capacity and need to be fair to new participants;
Whether you’ve already received a fully subsidised pathway.
We always aim to be fair, consistent and transparent and to help you reach the most suitable ongoing support.
How we handle your information
We’ll discuss and agree verbally with you before we share your contact details with any onward referral partner.
If you agree, we’ll send a confirmation email or SMS explaining what is being shared, with whom and why, and we’ll give you a copy of our Privacy Notice.
We record your agreement in our case management system.
We always share the minimum information needed.
(For emergencies or immediate risk to you or others, we may share information without agreement where the law allows—see our Privacy Notice for details.)
What to do in a crisis
WorkWell is not a crisis service. If you need urgent help, please contact your GP, NHS 111, or emergency services. Your coach can also point you to local crisis or specialist services.
Feedback and complaints
We welcome feedback. If you’re unhappy with any part of our service, please use the feedback/complaints route on the Council website or ask your coach how to raise a concern.
