Enter and view: Oxfordshire Mind - Charter Centre

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Summary of report content

Healthwatch Oxfordshire carried out an Enter and View visit to Oxfordshire Mind's Charter Centre in Abingdon, to engage with service users, staff and volunteers about their experiences of attending or working there, as well as their experiences of wider mental health support. This visit was carried out as part of Healthwatch Oxfordshire's work to explore people's experiences of mental health support across the county.

Healthwatch Oxfordshire found: service users said they really valued being able to come to the Charter Centre. It was seen as a safe, warm and welcoming space, where people could come, ‘be themselves’ and feel able to meet others with shared experiences. People found staff approachable and compassionate, and valued the support given to them. Service users felt able to tell staff how they were feeling and be accepted for that and not feel judged. Some service users commented on the need for consistency of approach from all staff.

Staff and volunteers commented that they love their work and being alongside service users in their journey. Empathy and understanding was seen as an essential quality for staff, and maintaining and supporting quality of staff was key. Resources were seen as stretched, impacting both on staffing levels, and activities.

Healthwatch Oxfordshire made three recommendations for Oxfordshire Mind on: sharing examples of good practice; making the entrance area more inviting; and reviewing support to wellbeing workers and role in peer groups in terms of skills to facilitate and manage groups dynamics to ensure they are safe and supported spaces. Healthwatch Oxfordshire also made a recommendation for the attention of Oxfordshire Mental Health Partnership - to address the long waits for complex needs services, as this can put pressure on services in the voluntary sector. The report features a positive response from the service provider.

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General details

Report title 
Enter and view: Oxfordshire Mind - Charter Centre
Local Healthwatch 
Healthwatch Oxfordshire
Date of publication 
Wednesday, 12 February, 2020
Date evidence capture began 
Wednesday, 6 November, 2019
Date evidence capture finished 
Tuesday, 12 November, 2019
Type of report 
Enter and view
Key themes 
Building and facilities
Communication between staff and patients
Continuity of care
Holistic support
Information providing
Integration of services
Lifestyle and wellbeing
Service delivery organisation and staffing
Staff attitudes
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 
User stories
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 about conditions and diseases

Types of long term conditions 
Mental health condition

Details of people who shared their views

Number of people who shared their views 
Not known
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? 
Yes action has been taken or promised
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.