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Service user experience in adult mental health: improving the experience of care for people using adult NHS mental health services [CG136]

Measuring the use of this guidance

Recommendation: 1.1.1

Work in partnership with people using mental health services and their families or carers. Offer help, treatment and care in an atmosphere of hope and optimism. Take time to build trusting, supportive, empathic and non‑judgemental relationships as an essential part of care.

What was measured: Percentage of community mental health service users who answered 'Yes, always' to the question 'Do the people you see through NHS mental health services help you feel hopeful about the things that are important to you?'.
Data collection end: November 2014
38%
Number that met the criteria: 4647 / 12205
Area covered: England
Source: Care Quality Commission. Community mental health survey

What was measured: Percentage of community mental health service users who answered 'Yes, always' to the question 'Overall in the last 12 months, did you feel that you were treated with respect and dignity by NHS mental health services?'.
Data collection end: November 2014
73%
Number that met the criteria: 9281 / 12667
Data collection end: November 2015
74%
Area covered: England
Source: Care Quality Commission. Community mental health survey


Recommendation: 1.1.2

When working with people using mental health services: aim to foster their autonomy, promote active participation in treatment decisions and support self‑management [QS] maintain continuity of individual therapeutic relationships wherever possible offer access to a trained advocate.

What was measured: Percentage of community mental health service users who answered 'Yes, definitely' to the question 'Were you involved as much as you wanted to be in deciding what treatments or therapies to use?'.
Data collection end: November 2014
55%
Number that met the criteria: 2443 / 4449
Data collection end: November 2015
56%
Area covered: England
Source: Care Quality Commission. Community mental health survey

What was measured: Percentage of community mental health service users who answered 'Yes, definitely' to the question 'Were you involved as much as you wanted to be in decisions about which medicines you receive?'.
Data collection end: November 2014
50%
Number that met the criteria: 4929 / 9775
Data collection end: November 2015
53%
Area covered: England
Source: Care Quality Commission. Community mental health survey

What was measured: Percentage of community mental health service users who answered 'Yes, definitely' to the question 'Did you feel that decisions were made together by you and the person you saw during this discussion [about how your care is working]?'.
Data collection end: November 2014
61%
Number that met the criteria: 5008 / 8242
Area covered: England
Source: Care Quality Commission. Community mental health survey

What was measured: Percentage of community mental health service users who answered 'Yes, definitely' to the question 'Were you involved as much as you wanted to be in agreeing what care you will receive?'.
Data collection end: November 2014
56%
Number that met the criteria: 5242 / 9379
Data collection end: November 2015
56%
Area covered: England
Source: Care Quality Commission. Community mental health survey

What was measured: Percentage of community mental health service users who had a formal meeting with someone from NHS mental health services to discuss how their care is working, who responded that they were ‘definitely’ involved as much as they wanted to be in discussing how their care was working.
Data collection end: November 2015
61%
Area covered: England
Source: Care Quality Commission. Community mental health survey


Recommendation: 1.1.15

If the person using mental health services wants their family or carers to be involved, encourage this involvement and: negotiate between the service user and their family or carers about confidentiality and sharing of information on an ongoing basis explain how families or carers can help support the service user and help with treatment plans ensure that no services are withdrawn because of the family's or carers' involvement, unless this has been clearly agreed with the service user and their family or carers.

What was measured: Percentage of community mental health service users who answered 'Yes, definitely' to the question 'Have NHS mental health services involved a member of your family or someone else close to you as much as you would like?'
Data collection end: November 2013
55%
Number that met the criteria: 4905 / 8849
Data collection end: November 2014
55%
Number that met the criteria: 4599 / 8398
Area covered: England
Source: Care Quality Commission. Community mental health survey


Recommendation: 1.3.3

When carrying out an assessment: ensure there is enough time for the service user to describe and discuss their problems allow enough time towards the end of the appointment for summarising the conclusions of the assessment and for discussion, with questions and answers explain the use and meaning of any clinical terms used explain and give written material in an accessible format about any diagnosis given give information about different treatment options, including drug and psychological treatments, and their side effects, to promote discussion and shared understanding offer support after the assessment, particularly if sensitive issues, such as childhood trauma, have been discussed.

What was measured: Percentage of community mental health service users who answered 'Yes, definitely' to the question 'The last time you had a new medicine prescribed for your mental health needs, were you given information about it in a way that you were able to understand?'
Data collection end: November 2014
52%
Number that met the criteria: 2629 / 5025
Data collection end: November 2015
54%
Area covered: England
Source: Care Quality Commission. Community mental health survey


Recommendation: 1.4.2

Develop care plans jointly with the service user, and: include activities that promote social inclusion such as education, employment, volunteering and other occupations such as leisure activities and caring for dependants provide support to help the service user realise the plan give the service user an up‑to‑date written copy of the care plan, and agree a suitable time to review it.

What was measured: Percentage of community mental health service users who answered 'Yes, definitely' to the question 'Have you agreed with someone from NHS mental health services what care you will receive?'.
Data collection end: November 2014
42%
Number that met the criteria: 5379 / 12695
Data collection end: November 2015
43%
Area covered: England
Source: Care Quality Commission. Community mental health survey

What was measured: Percentage of community mental health service users who answered 'Yes' to the question 'In the last 12 months have you had a formal meeting with someone from NHS mental health services to discuss how your care is working?'.
Data collection end: November 2014
72%
Number that met the criteria: 7282 / 10058
Data collection end: November 2015
73%
Area covered: England
Source: Care Quality Commission. Community mental health survey

What was measured: Percentage of community mental health service users who had agreed with NHS mental health services what care they would receive who answered 'Yes, definitely' to the question 'Were you involved as much as you wanted to be in agreeing what care you will receive?'.
Data collection end: November 2014
56%
Number that met the criteria: 5242 / 9379
Data collection end: November 2015
56%
Area covered: England
Source: Care Quality Commission. Community mental health survey


Recommendation: 1.5.7

Health and social care providers should ensure that crisis resolution and home treatment teams are accessible 24‑hours a day, 7 days a week, and available to service users in crisis regardless of their diagnosis.

What was measured: Percentage of community mental health service users who answered 'Yes' to the question 'Do you know who to contact out of office hours if you have a crisis?'.
Data collection end: November 2014
68%
Number that met the criteria: 7773 / 11461
Data collection end: November 2015
68%
Area covered: England
Source: Care Quality Commission. Community mental health survey



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