Experiences of people using community mental health services at Canada House

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Summary of report content

In 2019 Healthwatch Medway undertook two Enter and View visits to Canada House which provides mental health services. They wanted to find out whether the service had improved since the last visit in 2018. They spoke to 35 people.

Most patients said they felt involved in their care whilst 6 said they did not. Patients said it was difficult to get through and speak to someone on the telephone. Over half the patients we spoke to had received a call back when they had rung and left a message.

Most patients said they had not been offered support to access other health services. Just under half of patients said that they would like to be offered this support. Over half the patients we spoke to said that they had not been offered information about other organisations or agencies that could support them however, 13 said that they had.

Only 50% of patients said they had a copy of their Care Plan. All the patients apart from one, knew who they should contact in a crisis and over half of the patients they spoke to said they had used the crisis service. Their experience of the crisis service was overwhelmingly negative with patients reporting that the service is “unhelpful” and “slow to react”.

The report reiterates the recommendations made in 2018 as it appeared none had been implemented.

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General details

Report title 
Experiences of people using community mental health services at Canada House
Local Healthwatch 
Healthwatch Medway
Date of publication 
Monday, 26 April, 2021
Date evidence capture began 
Thursday, 1 August, 2019
Date evidence capture finished 
Monday, 30 September, 2019
Key themes 
Administration
Communication between staff and patients
Holistic support
Lifestyle and wellbeing
Quality of care
Service delivery organisation and staffing

Methodology and approach

Was the work undertaken at the request of another organisation? 
No
Primary research method used 
Observation
If an Enter and View methodology was applied, was the visit announced or unannounced? 
Not Known

Details of health and care services included in the report

Mental health services 
Community mental health team (CMHT)
Mental health crisis service

Details about conditions and diseases

Types of long term conditions 
Mental health condition
What type of pregnancy or maternity themes are included in the report 
N/A

Details of people who shared their views

Number of people who shared their views 
35
Age group 
Not known
Gender 
Not known
Ethnicity 
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
Yes
Does the information include staff's views? 
Yes
Types of health and care professionals engaged 
All care professionals
What was the main sentiment of the people who shared their views? 
Mixed

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Yes
Does the information contain a response from a provider? 
No
Is there evidence of impact in the report? 
No
Is there evidence of impact external to the report? 
Not known

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.