Independent Evaluation of the Kingston Community Mental Health Transformation Programme

South West London and St George’s NHS Mental Health Trust commissioned local Healthwatch to gather and report on mental health service user experiences. This report brings together, summarises and compares findings from three surveys of mental health service users in Kingston carried out between 8 June 2023 and 28 March 2024.  Healthwatch Kingston-upon-Thames collected data from 600 people via surveys.

While  limitations with the data make it difficult to identify firm trends, the surveys do indicate a likely increase in satisfaction with the time allocated for assessments. 

Satisfaction with the timing and convenience of appointments remains relatively high despite falling over the course of the 3 surveys. More people than not are happy with the way they are contacted and with the locations for treatment and support while a majority feel listened to by staff.

Common service user suggestions for improvements included better communication, listening to service users and shorter waits between referral and treatment/accessing support. The trust may want to explore the apparent decline in satisfaction with the time taken to access mental health support, a theme echoed in service users’ comments. 

The trust may also wish to look more closely at why, on average, close to 40% of respondents felt they had not received the help they needed and why more than a third felt their social needs could be better reflected in care and support planning. Concerns about continuity of care in 40% of respondents may also be worthy of closer scrutiny.

Staff and clinicians were the focus of the most positive comments the qualitative feedback although some service users felt let down by professionals. While just over half of respondent felt staff had the skills to support them, a large minority disagreed, suggesting scope better training for staff to better support people’s mental health needs.