Feedback on Norfolk and Suffolk Foundation Trust Services

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Summary of report content

Healthwatch Norfolk worked in collaboration with the Care Quality Commission (CQC) to gather feedback about Norfolk and Suffolk Foundation Trust (NSFT) services, in relation to its mental health services in the past year.  They undertook a survey to which 41 people responded

The most common service used by respondents was adult community with over half of the respondents.  Most respondents found it hard to access the mental health service(s). Comments about access to services included mentions of long waiting times and falling through the cracks of services because they were considered too complex or not appropriate for services.

Over two thirds were unable to access crisis support. Experiences of crisis services included people telling us that phone lines were not answered or there were long waits.

Less than a quarter found their care plan useful.  They felt that the care plan was a tick box exercise, generic, and often was not used.

Experiences with staff were mixed, but most respondents said that staff always or sometimes treated them with kindness, dignity, and respect. Most respondents who had made a complaint told us that making a complaint was not easy to do, and that they often did not receive a timely nor an appropriate response.

Respondents were asked whether they had received care or treatment from NSFT during the COVID-19 pandemic, 45% of respondents said that they had. Changes to services included services ceasing to exist or moving online or via the phone. Those who had received face to face care told us they felt the risks had been well managed.

When asked whether they believe that NSFT is well-led, nearly four in five answered ‘no’. Reasons why they felt that included the trust being put into special measures, being understaffed, and underfunded.

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General details

Report title 
Feedback on Norfolk and Suffolk Foundation Trust Services
Local Healthwatch 
Healthwatch Norfolk
Date of publication 
Friday, 30 April, 2021
Key themes 
Communication between staff and patients
Digitalisation of services
Service closure
Service delivery organisation and staffing
Staff attitudes
Waiting times and lists for treatment

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
If an Enter and View methodology was applied, was the visit announced or unannounced? 

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 disabilities 
Mental health
Types of long term conditions 
Mental health condition

Details of people who shared their views

Number of people who shared their views 
Age group 
Not known
Not known
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Not known
Does the information include staff'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? 
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.