14November 2017

National Mental Health Community patient survey results

For immediate publication

The national Mental Health Community Patient Survey results show that CNWL continues to provide great care but encourages us to try harder as we want to be judged as outstanding.

We are pleased that we scored in the top 20% of Trusts for people reporting they had seen our mental health services often enough for their needs (65%).

We scored in the bottom 20% of Trusts on two indicators: Knowing how to contact the person who organises care (at 95%) and satisfaction with how this person organises care (at 78). The scores are very good but even here we can do better.

All five scores that were in the lowest 20% of Trusts in 2016 have improved.

Andy Mattin, Director of Nursing & Quality said, "Thanks to the patients who responded to this survey; your ratings and comments help us decide where to concentrate improvement work."

"Based on this survey and other feedback (like the Friends & Family Test),we're working to provide clear, concise, accessible information about meds, therapies and treatments, for all patients on first contact. This will be co-produced with patients and carers Trust wide."

"On Crisis Care: we're boosting effort so people know who to contact out of hours in a crisis and improving satisfaction with the response. We've completed a patient-led evaluation of our crisis line and this more detailed feedback will help us this work."

"Overall the evidence shows we've reached a certain - fairly high - level with most patients, and although the number of respondents is 202, they have given us ideas. We want to increase the number of people who respond to the survey next year; we're talking with patients to raise the response to this important retrospective survey. Our aim is to increase satisfaction with our services for all patients and carers, year on year."

For more details:

Contact Senior Communications Officer Jeremy Dunning on 0203 214 5756 or emailjeremy.dunning@nhs.net

The Survey can be found here:http://www.cqc.org.uk/provider/RV3/survey/6

Our overall score are set out below and are all benchmarked as "about the same" as other scores from Trusts.

Health and social care workers: 7.5/10

Organising care: 8.4/10

Planning care: 7.1/10

Reviewing Care: 7.3/10

Changes in who people see: 6.3/10

Crisis care: 6.1/10

Treatments: 7.4/10

Support and wellbeing: 4.9/10

Overall views of care and services: 6.9/10

Overall experience: 6.6/10

Central and North West London NHS Foundation Trust
Stephenson House, 75 Hampstead Road, London NW1 2PL
Tel: 020 3214 5756 e-mail:communications.cnwl@nhs.net