Initial impact of investigation to improve mental health services for Birmingham service users

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Summary of report content

Through Healthwatch Birmingham Information and Signposting Line and online Feedback Centre, they heard from six service users and carers who were not satisfied by the level of service provided by the Zinnia Centre, an Integrated Community Care and Recovery service provided by Birmingham and Solihull Mental Health Foundation Trust (BSMHFT). As the feedback collectively indicated a cause for concern, Healthwatch Birmingham ran two focus groups of asked third-sector caseworkers to share their knowledge about the level of service provided to their clients by the Zinnia Centre. Healthwatch Birmingham discussed the six issues we heard with BSMHFT and shared them with the Care Quality Commission (CQC) Inspection. Issues raised included concerns regarding medication management at the CMHT (specifically Clozapine), concerns with the phones, and poor access to appointments. This feedback collectively was enough to indicate a cause for concern. The Manager for Mental Health Hospital in the Central West Region, who also discussed these issues with the Trust. The Trust addressed each concern and put appropriate plans in place to improve their service. Following this investigation, the Trust is sharing the learning at this centre with the other Integrated Community Care and Recovery services to improve the level of service for service users and carers across the City. Healthwatch Birmingham will share further impact following this report in a follow-up impact report in February 2019.

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General details

Report title 
Initial impact of investigation to improve mental health services for Birmingham service users
Local Healthwatch 
Healthwatch Birmingham
Date of publication 
Wednesday, 17 January, 2018
Date evidence capture began 
Saturday, 27 May, 2017
Date evidence capture finished 
Wednesday, 17 January, 2018
Type of report 
Key themes 
Booking appointments
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? 
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 
Mental health recovery service

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? 
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? 
Not known
What type of impact was determined? 
Implied Impact

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.