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Friday, 03 December 2021

Trust receives positive feedback in annual patient survey

Trust receives positive feedback in annual patient survey

South West London and St George’s Mental NHS Trust has received the results of the CQC 2021 NHS Community Mental Health Survey, a national survey which looks at the experiences of people who use community mental health services.

The Trust is one of more than 50 NHS mental health trusts across England which participated in the research, which involved surveying more than 330 service users between February and June 2021.

The survey asked adults who use community mental health services questions about care and treatment, care during Covid-19, health and social care workers, how care was planned and reviewed, crisis care, medicines, NHS therapies, feedback, support and wellbeing and their overall evaluations of their care. We were pleased that service users scored us higher than average in a number of areas including:

  • Feedback: asking service users for their views on the quality of their care
  • NHS Talking Therapies: explaining NHS talking therapies in a way that service users can understand
  • Reviewing care: meeting with service users to review how their care is working
  • Care during the Covid-19 pandemic: informing service users of how their care would change due to the pandemic
  • Planning care: ensuring service users’ care agreements take into account other areas of their life

Explaining NHS Talking Therapies and asking service users for feedback were two areas where the Trust performed better than expected, according to the CQC. The CQC also confirmed that the Trust preformed worse than expected in no areas, although the survey does highlight areas for improvement including better supporting service users’ physical health needs, medicines and work and finances – which the Trust has actions in place to address.

Sharon Spain, Director of Nursing for South West London and St George’s Mental Health NHS Trust, said: “Our teams have worked incredibly hard throughout the pandemic to continue supporting service users, so it’s great to see this reflected in the results. The survey shows that we involve service users in planning their care, ensuring their care is reviewed and listening to their views. This all contributes to a good overall experience, so we’re pleased to have scored highly in these areas.

“These results also show us where we need more focus and we have already taken action in these areas.

“I’m also pleased to see that more services users are giving us feedback about our services. We would like to thank everyone who took the time to share their views with us – your feedback will make a difference. It helps us build on what we are doing well and review where we can implement improvements to our services.”


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