Views and experiences of Mental Health Crisis Support

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Summary of report content

Between November 2019 and February 2020, Healthwatch Blackburn and Darwen undertook a survey and face to face interviews with service users who had used the mental health services and with inpatients at Pendleview Mental Health inpatient facility in Blackburn and Darwen.

They found that most people were aware of how to access support in a crisis however, a significant minority said that their family and friends were not aware of what to do and either made calls to their GP practice, went to the accident and emergency or even called the police. Most people said that they got in touch the crisis team as their first point of call. While most people felt that they were treated with dignity, care and empathy when accessing crisis support, almost similar numbers felt that they were not. Most people who had contacted the accident and emergency in a crisis had received decision on their care within 4 hours.

Residents of Pendleview Mental Health facility in Blackburn felt that they were involved in their care as an inpatient and supported post-discharge. The report contains a few anonymised case studies which showcase the views and experiences of people who have received mental health crisis support. The report also contains recommendations for service providers and their responses.

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General details

Report title 
Views and experiences of Mental Health Crisis Support
Local Healthwatch 
Healthwatch Blackburn with Darwen
Date of publication 
Tuesday, 7 July, 2020
Date evidence capture began 
Friday, 1 November, 2019
Date evidence capture finished 
Friday, 28 February, 2020
Type of report 
Key themes 
Consent to care and treatment
Health protection
Information providing
Quality of care
Waiting time to be seen once arrived at appointment
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
If this work has been done in partnership, who is the partner? 
Primary research method used 
Structured interview
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 crisis service

Details of people who shared their views

Number of people who shared their views 
Age group 
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 
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.