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.