Community Mental healthwatch mystery shop, Salford

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Summary of report content

The report was produced at the request of users of mental health services in Salford and the project was designed to address barriers to mental health services that have been expressed to Healthwatch Salford over a period of time. The method used was Mystery Shopping carried out by local service users themselves via telephone. 2 planning meetings were held with members of the group and a range of scenarios were devised based around a friend or relative ringing up eight key mental health service providers with concerns about their friend or relative’s mental health. The friend or relative represented as having one or more protected characteristics from the list of nine protected characteristics included in the Equality Act 2010. The phone calls were made at different times of the day over a period of three months. The phone numbers of services were obtained via the internet providing a limited snapshot during a 2 month period. Findings: • Attitude of the frontline staff answering the phones was inconsistent • People with additional needs - it was highlighted that inconsistent adjustments were being made by service providers • The need for a more consistent streamlined approach to the phone systems used across the services • Contact details listed online did not include details for people who did not use speech either through deafness, distress, physical impairments such as aphasia, or use of other languages. • Lack of consistent, clear and accessible online information about each service, what it does and how it can be reached via telephone, email, text and letter. Text messaging is a very convenient and accessible way to communicate with people. • Intersectionality means the crossover between two or more forms of discrimination. • A positive outcome of the project was the formation of the Mental Healthwatch Action Group, a group of mental health service users which has been established to take positive action on health and social care issues that affect mental health service users in Salford.

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General details

Report title 
Community Mental healthwatch mystery shop, Salford
Local Healthwatch 
Healthwatch Salford
Date of publication 
Sunday, 1 January, 2017
Date evidence capture began 
Sunday, 1 January, 2017
Date evidence capture finished 
Sunday, 1 January, 2017
Type of report 
Key themes 
Communication between staff and patients
Staff attitudes
Staff training
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Primary research method used 
Structured interview
How was the information collected? 
If an Enter and View methodology was applied, was the visit announced or unannounced? 

Details of health and care services included in the report

Mental health services 
Community mental health team (CMHT)
Depression and anxiety service
Mental health crisis service
Mental health recovery service
Community services 
Community based services for people with mental health needs

Details about conditions and diseases

Types of disabilities 
Mental health

Details of people who shared their views

Number of people who shared their views 
Age group 
Not known
Not known
Not known
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Does the information include staff's views? 
Does the information include other people's views? 
What was the main sentiment of the people who shared their views? 
Not known

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Is there evidence of impact in the report? 
Not known
Is there evidence of impact external to the report? 
Not known

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.