Quality statements

Quality statements

These quality statements are from the NICE quality standard on service user experience in adult mental health in the NHS in England, which was developed from the recommendations in this guidance. Recommendations, or parts of recommendations, that underpin the development of the quality statements and associated measures are denoted [QS].

No.

Quality statements

1

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

2

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

3

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

4

People using community mental health services are normally supported by staff from a single, multidisciplinary community team, familiar to them and with whom they have a continuous relationship.

5

People using mental health services feel confident that the views of service users are used to monitor and improve the performance of services.

6

People can access mental health services when they need them.

7

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

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.

9

People using mental health services who may be at risk of crisis are offered a crisis plan.

10

People accessing crisis support have a comprehensive assessment, undertaken by a professional competent in crisis working.

11

People in hospital for mental health care, including service users formally detained under the Mental Health Act, are routinely involved in shared decision‑making.

12

People in hospital for mental health care have daily one‑to‑one contact with mental healthcare professionals known to the service user and regularly see other members of the multidisciplinary mental healthcare team.

13

People in hospital for mental health care can access meaningful and culturally appropriate activities 7 days a week, not restricted to 9am to 5pm.

14

People in hospital for mental health care are confident that control and restraint, and compulsory treatment including rapid tranquillisation, will be used competently, safely and only as a last resort with minimum force.

15

People using mental health services feel less stigmatised in the community and NHS, including within mental health services.

  • National Institute for Health and Care Excellence (NICE)