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Service user experience in adult mental health [QS14]

Measuring the use of this guidance

Statement: 1

People using mental health services, and their families or carers, feel optimistic that care will be effective.

Quality standard measure: Evidence from experience surveys and feedback that service users, and their families or carers, feel optimistic that care will be effective.
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 2013
39%
Data collection end: November 2014
38%
Number that met the criteria: 4647 / 12205
Area covered: England
Source: Care Quality Commission. Community mental health survey

Quality standard measure: Evidence from experience surveys and feedback that service users, and their families or carers, feel optimistic that care will be effective.
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
Area covered: England
Source: Care Quality Commission. Community mental health survey


Statement: 2

People using mental health services, and their families or carers, feel they are treated with empathy, dignity and respect.

Quality standard measure: Evidence from experience surveys and feedback that service users, and their families or carers, feel they are treated with empathy, dignity and respect.
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 2013
75%
Data collection end: November 2015
74%
Area covered: England
Source: Care Quality Commission. Community mental health survey


Statement: 3

People using mental health services are actively involved in shared decision-making and supported in self-management.

Quality standard measure: Evidence from experience surveys and feedback that service users feel actively involved in shared decision-making.
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 2013
55%
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

Quality standard measure: Evidence from experience surveys and feedback that service users feel actively involved in shared decision-making.
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 2013
53%
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

Quality standard measure: Evidence from experience surveys and feedback that service users feel actively involved in shared decision-making.
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 2013
62%
Data collection end: November 2014
61%
Number that met the criteria: 5008 / 8242
Area covered: England
Source: Care Quality Commission. Community mental health survey

Quality standard measure: Evidence from experience surveys and feedback that service users feel actively involved in shared decision-making.
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 2013
57%
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

Quality standard measure: Evidence from experience surveys and feedback that service users feel actively involved in shared decision-making.
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


Statement: 6

People can access mental health services when they need them.

Quality standard measure: Evidence from experience surveys and feedback that service users are able to access a local helpline 24 hours a day.
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 2013
68%
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


Statement: 7

People using mental health services understand the assessment process, their diagnosis and treatment options, and receive emotional support for any sensitive issues.

Quality standard measure: Proportion of service users assessed by mental health services who were given explanations and information about the assessment process, their diagnosis and treatment options.
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


Statement: 8

People using mental health services jointly develop a care plan with mental health and social care professionals, and are given a copy with an agreed date to review it.

Quality standard measure: Evidence from experience surveys and feedback that service users jointly developed a care plan.
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 2013
44%
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

Quality standard measure: Evidence from experience surveys and feedback that service users jointly developed a care plan.
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 2013
57%
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

Quality standard measure: Evidence from experience surveys and feedback that service users have an agreed date to review their care plan.
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 2013
74%
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



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