Using views of service users to monitor and improve services
Quality statement
People using mental health services feel confident that the views of service users are used to monitor and improve the performance of services.
Quality measure
Structure
a) Evidence of local arrangements to collect and use views of service users to monitor and improve the performance of services.
b) Evidence of local arrangements to have service user monitoring of services; for example, using exit interviews undertaken by trained service users.
c) Evidence of local arrangements to provide the executive board with reports on acute and non-acute mental health pathways, with a breakdown of the experience of care according to gender, sexual orientation, socioeconomic status, age, background (including cultural, ethnic and religious background) and disability.
Outcome
Evidence from surveys and feedback that service users feel confident that their views are used to monitor and improve services.
Description of what the quality statement means for each audience
Service providers ensure systems are in place to use the views of service users in monitoring and improving the performance of services.
Mental health and social care professionals ensure service users are provided with opportunities to give feedback on their experience.
Commissioners ensure they commission services that use the views of service users to monitor and improve performance.
People using mental health services are asked about their experience of care and this is used to monitor and improve the service.
Source clinical guideline references
Service user experience in adult mental health (NICE clinical guidance 136) recommendations 1.1.20, 1.1.21 and 1.1.2.2.
Data source
Structure
a) Providers may be able to use questions contained within the national NHS staff survey available from NHS Surveys. The NHS staff survey for mental health trusts (Q5) collects information on whether staff in acute mental health trusts have been trained on how to monitor and use service user feedback to make improvements.
b) and c) Local data collection.
Outcome
Local data collection.
This page was last updated: 12 December 2011
- Service user experience in adult mental health
- Feeling optimistic about care
- Empathy, dignity and respect
- Shared decision-making and self-management
- Continuity of care
- Using views of service users to monitor and improve services
- Access to services
- Information and explanations
- Care planning
- Crisis planning
- Assessment in a crisis
- Inpatient shared decision-making
- Contact with staff on wards
- Meaningful activities on the ward
- Using control and restraint, and compulsory treatment
- Combating stigma
