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.
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.
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.