University Mental Health Support: Time for a Systemic Change

‘From The Mountain To The Lake’ (2023) by Tracy Emin

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Awareness to Action

In recent years, mental health has rightly taken centre stage in conversations about student wellbeing, helping to reduce stigma and encourage more open dialogue. Yet, even as awareness grows, the stark reality is that awareness alone is not enough. The 2019 case at the University of Bristol, where a tragic failure in mental health support led to legal accountability, serves as a sobering reminder that universities must move beyond conversations and into action. The system failed not because there was no concern, but because concern was not coupled with coordinated, actionable systems. Gaps in inter-departmental communication and support mechanisms are not isolated issues—they are widespread.

“The reality is this: universities are home to a particularly vulnerable group of people. Students navigate academic pressures, financial uncertainty, and social complexities all at once.”

According to a 2022 survey by Student Minds, nearly 70% of university students reported facing significant mental health challenges, yet less than half felt adequately supported by their institution. This is where higher education institutions must take stock of their role. Conversations around mental health need to be translated into policies, systems, and frameworks that not only address immediate concerns but prevent future crises.

The Imperative of Proactive Support

The reality is this: universities are home to a particularly vulnerable group of people. Students navigate academic pressures, financial uncertainty, and social complexities all at once. For too long, mental health services have been reactive, designed to step in once a student is in crisis. But this model is outdated. We need to shift toward proactive systems that prevent students from reaching breaking point.

“The challenge lies not in whether support is available, but whether it’s coordinated and seamless”

The University of Bristol case underscores this point. A student with severe social anxiety had disclosed their struggles, yet the system in place failed to act. This wasn’t a lack of concern—it was a failure of communication between the various arms of the institution, from academic departments to health services. As Wonkhe has noted in its recent mental health report, 50% of students who seek help say their experiences are fragmented, dealing with multiple departments that don’t speak to one another. The challenge lies not in whether support is available, but whether it’s coordinated and seamless.

From Silos to Integration

The future of mental health support in universities is intrinsically linked to how well institutions can leverage technology. At King’s College London, we’ve begun implementing Customer Relationship Management (CRM) systems designed to bridge these gaps. Imagine a system where a student’s disclosed needs don’t get stuck in one department’s silo, but are communicated across academic faculties, health services, and student support networks. Advanced CRM tools enable this kind of coordination by automatically alerting the relevant departments when a student requires accommodations or mental health support.

This isn’t just a theoretical solution—it’s already proving successful in addressing communication breakdowns. By tracking every student’s interactions with various services, we get a 360-degree view of their needs, challenges, and the support they’ve received. The result? Fewer students fall through the cracks, and universities can intervene earlier when they spot patterns of distress.

“We need a holistic approach, one that combines digital tools with on-the-ground empathy and expertise”

However, it’s important to remember that technology is just one part of the equation. A Times Higher Education report from 2022 found that while 65% of university leaders see technology as key to enhancing student support, they also acknowledge the need for trained professionals and a compassionate, student-centred approach. Technology can facilitate better systems, but it can’t replace the human element. We need a holistic approach, one that combines digital tools with on-the-ground empathy and expertise.

Toward a Systemic Change

At King’s, we’re in the early stages of rolling out these CRM-based solutions across our support systems. The initial results are promising, with improved coordination between departments and quicker intervention times for at-risk students. But we’re cautious—we know that this is just one piece of a much larger puzzle. To get there, we must utilise every resource at our disposal—from CRM systems to AI-driven tools—but we must also remember that these technologies are only as effective as the systems in which they operate. Systemic change requires not just better tools, but better policies, better training, and, most importantly, better communication between all parts of the institution.

“The path to transforming mental health support in universities will be long and, at times, challenging. Change comes not through individual efforts but through collective commitment. ”

Collective commitment

The path to transforming mental health support in universities will be long and, at times, challenging. Change comes not through individual efforts but through collective commitment. At King’s, we’ve acknowledged that there’s much more to be done, and we’re committed to undertaking this journey with care, diligence, and an unwavering focus on improving outcomes for our students.

In the end, creating an environment that supports both educational excellence and mental health isn’t just a goal—it’s a responsibility we share across the sector. It’s a responsibility we can no longer afford to defer.