Initial impact of investigation to improve mental health services for Birmingham service users
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Between May 2017 and January 2018, Healthwatch Birmingham got concerning feedback from 6 service users and carers of Zinnia Centre, an Integrated Community Care and Recovery service provided by Birmingham and Solihull Mental Health Foundation Trust (BSMHFT). They ran two focus groups of asked third-sector caseworkers to share their knowledge about the level of service provided to their clients by the Zinnia Centre. They also shared the issues with the Care Quality Commission (CQC) Inspection Manager for Mental Health Hospital in the Central West Region, who also discussed these issues with the Trust.
The Trust addressed each concern and put appropriate plans in place to improve their service which included timely dispensing of medication; to inform service users and carers in advance if the medication had not arrived; offering flexible pick-up times for medication; upgrading their phone systems for easier telephone contact; review specific drug/alcohol related cases as well, if a name is provided; ensuring that staff follow the DNA policy to improve follow-up of service users; speaking to relevant members of staff to improve staff attitudes.
Healthwatch Birmingham plans to publish a follow-up impact report in February 2019 seeking feedback from Shelter and Anawim caseworkers and directly from service users and carers through online Feedback Centre, Information and Signposting Line and Community Engagement work.