Enter and View: North Hackney Recovery Team Community Mental Health Team

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Summary of report content

In January 2020, Healthwatch Hackney undertook an Enter & View visit to the North Hackney Community Mental Health Recovery Team. Their aim was to collect evidence from people who use the services, staff who provide the services and others with an interest e.g. carers, of what works well and what could be improved to make people’s experiences better.

Healthwatch staff spoke with the team manager to find out how the team operates using FACT (Flexible Assertive Community Treatment) on crisis prevention; what other services are available; how referrals are received and how the treatments are planned; the details of the complains procedure; details about the Quality Improvement project which aimed at providing better patient-service communication and what support was available for the carers. They also made observations about the physical environment, cleanliness and hygiene; patient-centred care; communication with patients; physical access and accessible information and appointment systems.

The report made ten recommendations but does not contain a response from the providers because of the extra workload due to the Coronavirus pandemic.


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General details

Report title 
Enter and View: North Hackney Recovery Team Community Mental Health Team
Local Healthwatch 
Healthwatch Hackney
Date of publication 
Friday, 29 May, 2020
Date evidence capture began 
Thursday, 19 December, 2019
Date evidence capture finished 
Monday, 13 January, 2020
Type of report 
Enter and view
Key themes 
Booking appointments
Building and facilities
Cleanliness hygiene and infection control
Communication between staff and patients
Complaints procedure
Continuity of care
Health protection
Information providing
Quality of care
Quality of staffing
Quality of 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 
If this work has been done in partnership, who is the partner? 
Primary research method used 
Unstructured 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 health and care services included in the report

Community services 
Community based services for people with mental health needs

Details of people who shared their views

Number of people who shared their views 
Age group 
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.