Enter and View: Mind Community Support Service

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Summary of report content

Healthwatch Islington conducted enter and view visits to each of the three Islington Mind day services, one announced in April and one unannounced in May with particular focus on how much say the sercie users had in how the centres were run. The services were ; Mind Spa; Mind Empower and Mind Hub. These preventative, community-based services appeared to be under threat and vulnerable to funding cuts or closure and reduction of staff. The main summary of the visits was: - It was very important to service users, managers and staff that a hot meal is provided during a drop in session. - Service users spoke about wanting the service to be open longer and more often (especially in the evenings and at weekends), although there was recognition that this would mean there needed to be increased funding for staff. - There were many ways for service users to feed back about the service, from weekly meetings, to key worker sessions, questionnaires and direct comments. People felt they were listened to. At Mind Hub some service users wanted to see the introduction of more formal courses with tutors, or a ‘buddy scheme’ (for moving on). They also suggested improving the quality of the computers. - There seemed to be slightly different pressures on staff at each centre, but overall staff were seen as supportive and welcoming. Service users also said that staff seemed to have less time to spend with them. It was recognised that this was down to increased paperwork and a decrease in funding. Staff seemed to feel well supported. Feedback did suggest that there could be increased access to training. - Some service users spoken to were anxious that Islington Mind’s day service might close or lose funding, so much so that the Enter and View team had service users queuing to speak to them about how good the service is. - The changing landscape of welfare has also led to an increase of anxiety in service users accessing these centres. It has also put more pressure on staff who seem to spend an increasing amount of time supporting service users in their applications for Pip, ESA and supporting them with housing issues. HW made the following recommendations: - Service user feedback suggested that there is no clear way of communicating experiences of the Mind service in the borough to an independent body. The new service should address this shortcoming and ensure that these channels are made known to the service users. - The new service would need at least the same, if not higher staffing levels. If not there would be a risk of the rehabilitative aspect of the service being diluted. - Service users seemed very anxious that this service is going to be taken away. It is very important that conversations around the re-tendering process be very carefully and clearly communicated with service users. - Ensure that service users are involved at every step of the re-tendering process to reduce the inevitable anxiety service users will experience. The response from the provider was mainly to clarify two points made in the report and not to address the recommendations.

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General details

Report title 
Enter and View: Mind Community Support Service
Local Healthwatch 
Healthwatch Islington
Date of publication 
Friday, 22 July, 2016
Date evidence capture began 
Tuesday, 19 April, 2016
Date evidence capture finished 
Friday, 27 May, 2016
Type of report 
Enter and view
Key themes 
Lifestyle and wellbeing
Service delivery organisation and staffing
Staff attitudes
Other information of note about this report 
Healthwatch reference number 

Methodology and approach

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

Details of people who shared their views

Number of people who shared their views 
Age group 
Specific ethnicity if known 
Sexual orientation 
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? 
Types of health and care professionals engaged 
Care / support workers
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? 
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 

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.