Service user experience report: IAPT services

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Summary of report content

Healthwatch Derbyshire conducted a survey gathering 67 people’s views about their experiences of IAPT services in June 2014. The research was requested to establish the reasons why people did not take up the support of the services, did not attend appointments, or dropped out from using services as well as to provide insight for commissioners with regards to contracting. 81% of respondents rated their experience of IAPT services ‘Excellent’ or ‘Good’, and most respondents said that appointments were offered at a time and place that suited them. The report made one recommendation: that further work was undertaken between Healthwatch and partners to capture people’s views from all five IAPT services.

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General details

Report title 
Service user experience report: IAPT services
Local Healthwatch 
Healthwatch Derbyshire
Date of publication 
Monday, 1 September, 2014
Date evidence capture finished 
Monday, 14 July, 2014
Type of report 
Patient experience
Key themes 
Quality of care
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
Service Provider
Primary research method used 
How was the information collected? 

Details of health and care services included in the report

Mental health services 
Psychiatry / mental health (other services)

Details of people who shared their views

Number of people who shared their views 
Age group 
All people under the age of 18
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? 
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 known
Is there evidence of impact external to the report? 
Not known

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.