Community Mental Health Team Survey Results September 2019

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Summary of report content

Healthwatch Bucks had observed a rise in negative feedback for the Chiltern Adult Mental Health team (CAMHT) and wanted to find out more about what users thought of the services provided to help the Trust take action.

Healthwatch Bucks ran a survey from 12 July to 12 August 2019 to find out patients’ experience at three service locations in the last year.  They also asked about general experience of mental health services in Bucks and other health and social care services in Bucks.  They received 27 responses to look at in detail.

Findings

Of the 27 responses looked at in detail, 19 gave only positive feedback about the three service locations. There was a clear theme in these responses about staff and service delivery.  Where people went into more detail, they focussed on the helpfulness and professionalism of the staff.

Where negative comments were made, they centred around not feeling listened to and understood.

People also worried about access to and availability of services now and in the future.

Overall this feedback reflects how much users value the services they receive, but how critical staff relationships and attitudes are for them in making their experience of these services a success.

Recommendations

Oxford Health NHS Foundation Trust should:

  • look specifically at the individual cases where concerns are raised about identifiable people to ensure that if appropriate action is taken and that positive comments are passed back to individuals
  •  look at the support it gives to staff around listening skills, particularly for this group of service users.
  • explore in more detail with service users how it can ensure that they do feel listened to – and what works well in this area
  • consider introducing specific opportunities in its feedback mechanisms for users to feedback on whether they feel listened to.
  •  work with end users to get their perspective on what services are needed going forwards and feed this into planning taking place to deliver the NHS Long Term Plan.

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General details

Report title 
Community Mental Health Team Survey Results September 2019
Local Healthwatch 
Healthwatch Buckinghamshire
Date of publication 
Sunday, 1 September, 2019
Date evidence capture began 
Friday, 12 July, 2019
Date evidence capture finished 
Monday, 12 August, 2019
Type of report 
Report
Key themes 
Communication between staff and patients
Quality of care
Quality of staffing
Service delivery organisation and staffing
Healthwatch reference number 
Rep-4956

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
Primary research method used 
Survey
How was the information collected? 
Survey
If an Enter and View methodology was applied, was the visit announced or unannounced? 
N/A

Details of health and care services included in the report

Mental health services 
Community mental health team (CMHT)

Details about conditions and diseases

Types of disabilities 
Mental health
Types of long term conditions 
Mental health condition
What type of pregnancy or maternity themes are included in the report 
N/A

Details of people who shared their views

Number of people who shared their views 
27
Age group 
Not known
Gender 
Not known
Ethnicity 
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
No
Does the information include staff's views? 
No
Does the information include other people's views? 
No
What was the main sentiment of the people who shared their views? 
Mixed

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Yes
Does the information contain a response from a provider? 
No
Is there evidence of impact in the report? 
No
Is there evidence of impact external to the report? 
No

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
 
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
 
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.