Experiences of patients at the community mental health clinic in Canada House

Healthwatch Kent interviewed patients and carers at the community mental health clinic in Canada House during September and October 2018. The aim was to understand the issues that people directly face when using the community mental health services.

The report identified that the majority of people felt involved in their care and carers also felt they were involved in their relatives care plan. Patients reported that they were able to get in contact with the clinic over the phone, although some felt that calls were not answered in an efficient manner. Over half of the people spoken to were signposted to other groups for additional support by their key worker. In terms of appointment cancellations, this was communicated well as patient's were told a reason why and offered another time. Half the patients felt that the letters from the service were easy to understand. Patients reported that they hadn’t found the mental health crisis service helpful when they had experienced a crisis. However, most people felt that the service had remained the same during recent months.

Healthwatch Kent have recommended that those who miss an appointment should be called to check if they are alright and that additional services should continue to be signposted to patients. It was also recommended that all patients should be involved in their care and should all have a care plan in place.