Early Intervention Service for psychosis mental health report, Richmond

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Summary of report content

The Richmond and Kingston Early Intervention Service (EIS) treats people aged 18-65 for a period up to 2 years and was the first community team visited in 2018. Followed by visits to the Richmond Wellbeing Service, Recovery and Support Team and Home Treatment Team later in the year. Nationally, Early Intervention for Psychosis services provide care for people who are experiencing their first episode of psychosis. Accepted referrals to EIS should be seen, assessed and allocated a named Care Coordinator within 14 days from the date the referral was received. Aims of the Project • Gather the current views and experiences of staff, patients and their carers of the EIS. • Conduct an observational audit to assess the level of signposting at the Maddison Centre to local support groups, community events and whether the waiting area is fit for purpose. • To gain a snapshot of staff awareness around local commissioning changes to mental health services in Richmond. 11 telephone interviews, face to face interviews with staff and 3 carers completed an online survey Findings related to: referral process into EIS, package of care, medication, access to a Psychiatrist, physical health needs, Crisis Care, integration of social issues, communication, family and staff support, discharge planning, GPs and Mental Health, role of Social Services, patient and staff safety. Challenges in EIS related to: reduced window for Interventions, managing caseloads, recruitment and administrative systems. Recommendations • tailored recruitment strategy by the Trust to fill permanent posts in Richmond • care plan redesign to improve accessibility for staff and patients • Improved interface with the EIS and social services through regular scheduled meetings • change in team approach to the concept of care plans to ensure they are regularly re-visited with patients • Make use of the vacant space in the visitors’ noticeboards and advertise peer network groups run by Richmond Mind and course timetable for the Recovery College. • Promote local recovery cafes as part of crisis prevention work • Consider a bespoke psychoeducation programme for GPs and professionals working in primary care settings Areas of Good Practice identified: • Transparent communication and tailored support for families including practical strategies to support patients outside of appointments. • Open access to earlier appointments. • Promotion of additional group therapy to manage common symptom triggers. South West London & St Georges’ NHS Trust Response & Action Plan included in report which addresses the areas identified by Healthwatch.

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General details

Report title 
Early Intervention Service for psychosis mental health report, Richmond
Local Healthwatch 
Healthwatch Richmond upon Thames
Date of publication 
Monday, 1 January, 2018
Date evidence capture began 
Monday, 1 January, 2018
Date evidence capture finished 
Monday, 1 January, 2018
Type of report 
Service evaluation
Key themes 
Booking appointments
Communication between staff and patients
Consent to care and treatment
Continuity of care
Health inequalities
Lifestyle and wellbeing
Quality of appointment
Quality of care
Service delivery organisation and staffing
Staff attitudes
Staff levels
Staff training
Waiting time to be seen once arrived at appointment
Waiting times and lists for treatment
Other information of note about this report 
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 
How was the information collected? 
Visit to provider
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)
Mental health crisis 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 
All people 18 and over
Not known
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Not known
Does the information include staff's views? 
Not known
Does the information include other people's views? 
What was the main sentiment of the people who shared their views? 

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Yes action has been taken or promised
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 
What type of impact was determined? 
Tangible Impact (cost related)

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.