Shared learning database

NHS South West London Croydon Borough Team
Published date:
October 2012

At a consultation event for the 2012 Croydon JSNA chapters on depression and schizophrenia, participants were asked to rate their experience of mental health services against the NICE Service User in Mental Health Quality Standard statements. Mental health service users, user and voluntary organisations, statutory service providers from the NHS and local authority and commissioners considered the Quality Standard statements mounted on display boards and used a rating scale of pictograms of happy and sad faces at either end to depict level of satisfaction (see attached photo). Information gathered in this way was subsequently used to develop recommendations for service improvement in the Joint Strategic Needs Assessment (JSNA) chapters.

Does the example relate to a general implementation of all NICE guidance?
Does the example relate to a specific implementation of a specific piece of NICE guidance?


Aims and objectives

The aim of using the NICE quality standard in this way was to provide a quick and visual exercise for stakeholders to rate, from their experience, Croydon services against markers of what a quality service should look like.

The objectives of the initiative were to:
- Ensure that the process for gathering stakeholder views was evidence based.
- Provide participants with a simple means of measuring their experience against a validated set of outcomes.
- Provide a transparent and open process for gathering views on local services.
- Gather as broad a range of views as possible.
- Use the opportunity of the consultation event to raise awareness of the NICE Quality Standards with a wide audience (service users, local authority and third sector) who may not necessarily be informed about NICE.

Reasons for implementing your project

The JSNA is the means by which the NHS, local councils and their partners work together to understand the future health, care and wellbeing needs of their community. The findings are used to inform and drive future priorities thereby helping to plan services more effectively. The NHS and upper-tier local authorities have a statutory duty to produce an annual JSNA.

The Croydon Health and Wellbeing Board agreed that the 2012/13 JSNA would focus on mental health. It consists of an overview chapter and three 'deep dive' chapters, which include depression in adults and schizophrenia.

The JSNA will underpin Croydon's Health and Well-being Strategy, a proposed new statutory requirement, and commissioning plans.

As a key part of the development of these chapters stakeholders were invited to a consultation event, the aim of which was to provide attendees with the opportunity to:
- Comment on the interim findings of the chapters.
- Identify assets and gaps.
- Identify priorities for development.

An important component of the JSNA is incorporation of the views, perceptions and experiences of patients, service users and local communities; and their physical, emotional, social and physiological needs. The evidence based NICE Service User in Adult Mental Health quality standard sets out markers for the level and quality of service people using NHS mental health services should expect to receive. It was therefore considered to be a robust means of gauging service users views on the mental health services provided in Croydon.

How did you implement the project

Participants attending the consultation event were encouraged to rate their experience of mental health services in Croydon against the quality statements listed on a display board. Participants were free to do this at any time during the event, hence thoughts and ideas generated by the presentations and group work could be taken into consideration.

The scale below, rather than a traditional numerical rating scale, was used for each quality statement.

:-)(Smiley face)-----------------------:-( (Sad face)

There was also an opportunity to add further comments if delegates wished.

There was no additional cost to conduct this exercise as it was part of a wider consultation event. The views gathered were to be used develop the JSNA recommendations for service improvement.

Key findings

Using the NICE quality statements was a simple but effective way of gathering stakeholder views and identifying the outcomes they considered most in need of addressing first.

As well as providing information for the development of the JSNA the exercise will also contribute to the gap analysis of the NICE guideline and quality standard in Croydon. In addition, this demonstrated the usefulness of NICE quality standards as an evidence based framework.

Participants were asked to evaluate the consultation event and although only half responded the exercises were ranked 'very useful' or 'useful' by 80% of attendees.

Key learning points

The initiative provided valuable information for the JSNA process. It would be beneficial to use at a user-only consultation event as it was not appropriate for all attendees to complete. A larger number of people completing would ensure a broader representation of views.

Contact details

Tracy Steadman
Evidence Based Practice Lead
NHS South West London Croydon Borough Team

Primary care
Is the example industry-sponsored in any way?