Mental health: what matters most?

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Summary of report content

During 2018, Healthwatch Wiltshire were informed by the local people that provision of mental health services, including for children and young people, should be their priority for the year ahead. Healthwatch Wiltshire volunteers contributed by sharing the survey, attending events, carrying out interviews plus an enter and view visit, and entering data. Information was collected from interested members of the public or professionals, individuals who had previously used mental health services or had family or friends who had used the services. The key concerns raised included access to services and long waiting lists, stringent criteria and complicated access pathways and quality of the services. Crisis support in difficult times was highlighted as crucial and so was maintaining people’s mental health to remain active in their local community. Other concerns included difficulties accessing out of hours services; lack of awareness about available support; unclear referral processes; problems transitioning between services; lack of access to a range of services including psychiatrists, services related to bereavement, post-traumatic stress disorder and military redeployment. The report recommended to consider ways to make services more straightforward and improve crisis support when people are near to or in crisis; to ensure the views of young people are heard; for services to work together to support people in the community to reduce the likelihood of reaching crisis. Healthwatch Wiltshire planned to work on these concerns and prioritise on access to mental health services for adults, children and young people.

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General details

Report title 
Mental health: what matters most?
Local Healthwatch 
Healthwatch Wiltshire
Date of publication 
Monday, 1 April, 2019
Date evidence capture began 
Wednesday, 1 August, 2018
Date evidence capture finished 
Thursday, 1 November, 2018
Type of report 
Patient experience
Public opinion
Key themes 
Information providing
Quality of treatment
Waiting times and lists for treatment
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 
Unstructured Interview
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 
Child and adolescent mental health services (CAMHS)
Mental health crisis service

Details about conditions and diseases

Types of disabilities 
Mental health

Details of people who shared their views

Number of people who shared their views 
Age group 
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 
All care professionals
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? 
Not applicable
Is there evidence of impact external to the report? 
Not applicable
What type of impact was determined? 
Tangible Impact (cost related)

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.