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Service user experience in adult mental health services [QS14]

Measuring the use of this guidance

Statement: 1

People using mental health services 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: Proportion 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%
Data collection end: November 2016
72%
Data collection end: November 2017
71%
Area covered: England
Source: Care Quality Commission. Community mental health survey


Statement: 2

People using mental health services are supported in shared decision making.

Quality standard measure: Evidence from experience surveys and feedback that people using mental health services, including people formally detained under the Mental Health Act, feel supported 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 2014
55%
Number that met the criteria: 2443 / 4449
Data collection end: November 2015
56%
Data collection end: November 2016
55%
Area covered: England
Source: Care Quality Commission. Community mental health survey

Quality standard measure: Evidence from experience surveys and feedback that people using mental health services, including people formally detained under the Mental Health Act, feel supported in shared decision making.
What was measured: Proportion 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%
Data collection end: November 2016
52%
Data collection end: November 2017
51%
Data collection end: November 2018
51%
Number that met the criteria: 4632 / 9155
Area covered: England
Source: Care Quality Commission. Community mental health survey

Quality standard measure: Evidence from experience surveys and feedback that people using mental health services, including people formally detained under the Mental Health Act, feel supported 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 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 people using mental health services, including people formally detained under the Mental Health Act, feel supported in shared decision making.
What was measured: Proportion 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%
Data collection end: November 2016
72%
Data collection end: November 2017
71%
Data collection end: November 2018
71%
Number that met the criteria: 6613 / 9343
Area covered: England
Source: Care Quality Commission. Community mental health survey

Quality standard measure: Evidence from experience surveys and feedback that people using mental health services, including people formally detained under the Mental Health Act, feel supported 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%
Data collection end: November 2016
60%
Area covered: England
Source: Care Quality Commission. Community mental health survey

Quality standard measure: Evidence from experience surveys and feedback that people using mental health services, including people formally detained under the Mental Health Act, feel supported in shared decision making.
What was measured: Proportion 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 decisions were ‘definitely’ made together during this discussion.
Data collection end: November 2017
59%
Data collection end: November 2018
60%
Number that met the criteria: 6417 / 3872
Area covered: England
Source: Care Quality Commission. Community mental health survey

Quality standard measure: Evidence from experience surveys and feedback that people using mental health services, including people formally detained under the Mental Health Act, feel supported in shared decision making.
What was measured: Proportion 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 NHS therapies to use?'.
Data collection end: November 2017
49%
Data collection end: November 2018
50%
Number that met the criteria: 4119 / 2054
Area covered: England
Source: Care Quality Commission. Community mental health survey

Quality standard measure: Evidence from experience surveys and feedback that people being assessed by mental health services understand 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%
Data collection end: November 2016
54%
Area covered: England
Source: Care Quality Commission. Community mental health survey

Quality standard measure: Evidence from experience surveys and feedback that people being assessed by mental health services understand 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 'Were you given information about your medicines in a way that you were able to understand?'.
Data collection end: November 2017
53%
Area covered: England
Source: Care Quality Commission. Community mental health survey

Quality standard measure: Evidence from experience surveys and feedback that people being assessed by mental health services understand the assessment process, their diagnosis and treatment options.
What was measured: Proportion of community mental health service users who answered 'Yes, definitely' to the question 'Were these NHS therapies explained to you in a way that you were able to understand?'.
Data collection end: November 2017
64%
Data collection end: November 2018
64%
Number that met the criteria: 2753 / 4273
Area covered: England
Source: Care Quality Commission. Community mental health survey


Statement: 5

People can access mental health services, including crisis support, when they need them.

Quality standard measure: Evidence of local arrangements to ensure people have access to a local 24-hour helpline staffed by mental health and social care professionals.
What was measured: Proportion 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%
Data collection end: November 2016
71%
Data collection end: November 2017
71%
Data collection end: November 2018
69%
Number that met the criteria: 7386 / 10665
Area covered: England
Source: Care Quality Commission. Community mental health survey


Statement: 6

People using mental health services jointly agree a care plan with health and social care professionals, including a crisis plan if they may be at risk of crisis.

Quality standard measure: Evidence from experience surveys and feedback that people using mental health services jointly developed a care plan with mental health and social care professionals.
What was measured: Proportion 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%
Data collection end: November 2016
56%
Data collection end: November 2017
53%
Data collection end: November 2018
52%
Number that met the criteria: 4625 / 8832
Area covered: England
Source: Care Quality Commission. Community mental health survey

Quality standard measure: Evidence from experience surveys and feedback that people using mental health services jointly developed a care plan with mental health and social care professionals.
What was measured: Proportion 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%
Data collection end: November 2016
42%
Data collection end: November 2017
41%
Data collection end: November 2018
40%
Number that met the criteria: 4782 / 12035
Area covered: England
Source: Care Quality Commission. Community mental health survey


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