Mental Health Crisis Care Concordat views of service users report

Download (PDF 684KB)

Summary of report content

Healthwatch Barnsley conducted a review of patient experience of mental health services when in crisis. Healthwatch Barnsley representatives sit on the Mental Health Crisis Care Concordat; a national agreement between services involved in the care of people in crisis. The team designed a survey aligned with the requirements outlined in the Concordat action plan. The survey, which was distributed to a number of local organisations, aimed to capture the people’s experience of contact with services when in crisis. 60 survey responses were received. 46 residents had accessed mental health crisis care in 2015. The key findings from the survey demonstrate that the crisis care services are caring and responsive to patients’ needs. Patients reported that they feel listened to and that their views were taken into account. However, the report highlights some issues regarding access and amount of information patients receive. The report made 12 recommendations related to the patient feedback and in accordance with the NICE Quality Standards. No response from the service provider has been included in the report.

Would you like to look at:

General details

Report title 
Mental Health Crisis Care Concordat views of service users report
Local Healthwatch 
Healthwatch Barnsley
Date of publication 
Thursday, 21 January, 2016
Type of report 
Key themes 
Communication between staff and patients
Information providing
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
Primary research method used 
How was the information collected? 

Details of health and care services included in the report

Mental health services 
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? 
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? 

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.