Experiences of patients at the community mental health clinic in Canada House

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Summary of report content

Healthwatch Kent interviewed patients and carers at the community mental health clinic in Canada House during September and October 2018. The aim was to understand the issues that people directly face when using the community mental health services. The report identified that the majority of people felt involved in their care and carers also felt they were involved in their relatives care plan. Patients reported that they were able to get in contact with the clinic over the phone, although some felt that calls were not answered in an efficient manner. Over half of the people spoken to were signposted to other groups for additional support by their key worker. In terms of appointment cancellations, this was communicated well as patient's were told a reason why and offered another time. Half the patients felt that the letters from the service were easy to understand. Patients reported that they hadn’t found the mental health crisis service helpful when they had experienced a crisis. However, most people felt that the service had remained the same during recent months. Healthwatch Kent have recommended that those who miss an appointment should be called to check if they are alright and that additional services should continue to be signposted to patients. It was also recommended that all patients should be involved in their care and should all have a care plan in place.

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General details

Report title 
Experiences of patients at the community mental health clinic in Canada House
Local Healthwatch 
Healthwatch Kent
Date of publication 
Tuesday, 1 January, 2019
Date evidence capture began 
Wednesday, 26 September, 2018
Date evidence capture finished 
Wednesday, 3 October, 2018
Type of report 
Key themes 
Booking appointments
Consent to care and treatment
Information providing
Quality of care
Service delivery organisation and staffing
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 
Unstructured Interview
How was the information collected? 
Visit to provider

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 
Specific ethnicity if known 
Sexual orientation 
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 
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.