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Walk-in single session counselling is becoming a more widely used model for delivering mental health services across Ontario. This paper reports findings from the qualitative phase of a mixed method study, exploring the experiences of those attending walk-in counselling model compared to the traditional service delivery model employing a wait list. We used a comparative case study design for the qualitative phase. Findings reveal that participant outcomes of the walk-in counselling model are influenced by accessibility, how a participant makes sense of the service and the degree to which a participant is motivated and able to engage in counselling. Walk-in counselling supports the mental health system by reducing wait lists associated with traditional service delivery models and meeting the needs many people identify for immediate consultation. Other participants still perceive themselves as requiring ongoing counselling over time and involving in-depth exploration. This research supports health systems providing access to both models. [ABSTRACT FROM AUTHOR]