Statement 1 People using mental health services are treated with empathy, dignity and respect. [2011, updated 2019]
Statement 2 People using mental health services are supported in shared decision making. [2011, updated 2019]
Statement 3 People using mental health services are asked about their experiences and their feedback is used to improve services. 
Statement 4 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. 
Statement 5 People can access mental health services, including crisis support, when they need them. [2011, updated 2019]
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. [2011, updated 2019]
Statement 7 People in hospital for mental health care have daily one-to-one contact with mental healthcare professionals known to them and regularly see other members of the multidisciplinary mental healthcare team. 
Statement 8 People in hospital for mental health care can access meaningful and culturally appropriate activities 7 days a week, not restricted to 9am to 5pm. 
In 2019 this quality standard was updated. Some statements were merged (2011, updated 2019) or had wording amended. For more information, see update information.
The 2011 quality standard for service user experience in adult mental health services is available as a pdf.
NICE has developed guidance and a quality standard on patient experience in adult NHS services (see the NICE Pathway on patient experience in adult NHS services), which should be considered alongside these quality statements.
A full list of NICE quality standards is available from the quality standards topic library.