Quality statement 4: Contacts for ongoing care

Quality statement

People using mental health services understand the roles of the members of their multidisciplinary team and know how to contact them about their ongoing healthcare needs. [2011]

Rationale

Mental health services are provided by different types of professionals in a range of settings, which can be confusing. Understanding the role of all those directly involved in a person's care and how to contact them can build trust and confidence, reduce concerns and help develop relationships. Maintaining a consistent team can provide familiarity and help improve relationships. This supports a person to more effectively manage their health and the effect it has on their life.

Quality measures

Structure

a) Evidence of local arrangements to ensure continuity of support for people using mental health services.

Data source: Local data collection.

b) Evidence of local arrangements to ensure people using mental health services are given information on the roles of the people involved in their care and how to contact them.

Data source: Local data collection.

Outcome

Evidence from experience surveys and feedback that people using mental health services understand the roles of the multidisciplinary team members and know how to contact them.

Data source: Local data collection. Questions on knowing who the main person in charge of organising a person's care is and how to contact them are contained within the Care Quality Commission Community mental health survey.

What the quality statement means for different audiences

Service providers (such as mental health trusts and community services) have systems in place to ensure that people using mental health services understand the roles of the multidisciplinary team members and how to contact them.

Health and social care professionals (such as psychiatrists, mental health nurses and social workers) ensure that people using mental health services understand their role in the person's care team, what they can help with, and how and when they should be contacted.

Commissioners (such as clinical commissioning groups and NHS England) ensure that the mental health services they commission help people using mental health services understand the roles of the multidisciplinary team members and how to contact them.

People using mental health services understand the roles of the different people involved in their care and know how to contact them.

Source guidance

Service user experience in adult mental health services (2011) NICE guideline CG136, recommendation 1.4.7