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Summary of report content

Healthwatch Tameside noted during 2016 an increase in the number of people contacting them for guidance through the NHS complaints process in connection with their mental health care. A decision was made to actively visit places where people might go to get support for their mental health. This report is the result of that. It includes a summary of all information collated during 2014, 2015 and 2016, with a more detailed focus on information from 2016. The information contained in this report is the starting point for a mental health project to be carried out by Healthwatch Tameside during 2017. From the information contained in this report, some key messages were identified: 1. Any person receiving mental health care is to be respected as a human being, who has feelings. 2. Getting the access to services right is critical, including: a. The length of waiting times to start treatment, or for follow-up appointments. b. Appropriate support at a time of crisis. c. Each patient being treated in a personalised way – if they have tried one form of treatment, and it did not work for them, do not expect them to try that again at a later date, before alternatives are considered. d. The location of the service being provided, and whether people can get there (physical, emotional and financial considerations). e. Where self-referral is available, remembering that not everyone can use a computer. 3. Effective communication can make the difference between a positive and negative experience. 4. When a person is a multi-service user, all the agencies involved need to work together, whilst respecting confidentiality. 5. The health of vulnerable people needs to be given extra consideration. 6. The way a member of staff interacts with service users is remembered. For example, do they always smile, even when they are busy?

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