Quality statement 5: Using views of service users to monitor and improve services

Quality statement 5: Using views of service users to monitor and improve services

Quality statement

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

Quality measure

Structure:

a) Evidence of local arrangements to collect and use views of service users to monitor and improve the performance of services.

b) Evidence of local arrangements to have service user monitoring of services; for example, using exit interviews undertaken by trained service users.

c) Evidence of local arrangements to provide the executive board with reports on acute and non-acute mental health pathways, with a breakdown of the experience of care according to gender, sexual orientation, socioeconomic status, age, background (including cultural, ethnic and religious background) and disability.

Outcome: Evidence from surveys and feedback that service users feel confident that their views are used to monitor and improve services.

What the quality statement means for each audience

Service providers ensure systems are in place to use the views of service users in monitoring and improving the performance of services.

Mental health and social care professionals ensure service users are provided with opportunities to give feedback on their experience.

Commissioners ensure they commission services that use the views of service users to monitor and improve performance.

People using mental health services are asked about their experience of care and this is used to monitor and improve the service.

Source guidance

'Service user experience in adult mental health' (NICE clinical guidance 136) recommendations 1.1.20, 1.1.21 and 1.1.22.

Data source

Structure:

a) Providers may be able to use questions contained within the national NHS staff survey available from NHS Surveys. The NHS staff survey for mental health trusts (Q5) collects information on whether staff in acute mental health trusts have been trained on how to monitor and use service user feedback to make improvements.

b) and c) Local data collection.

Outcome: Local data collection.