Quality statement 2: Empathy, dignity and respect

Quality statement

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

Quality measure

Structure: Evidence of local arrangements to ensure that mental health and social care professionals treat service users with empathy, dignity and respect.

Outcome: Evidence from experience surveys and feedback that service users, and their families or carers, feel they are treated with empathy, dignity and respect.

What the quality statement means for each audience

Service providers ensure systems are in place to collect feedback on the experience of care from service users and their families or carers.

Mental health and social care professionals ensure they treat service users, and their families or carers, with empathy, dignity and respect.

Commissioners ensure they commission services that have mental health and social care professionals who treat service users with empathy, dignity and respect.

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

Source guidance

'Service user experience in adult mental health' (NICE clinical guidance 136) recommendation 1.1.1.

Data source

Structure: Local data collection.

Outcome: Local data collection. Providers may be able to use questions contained within the national patient surveys available from NHS Surveys. Questions on treating service users with dignity and respect are contained within: