Adult Mental Health Service Transformation: Phase 3 - post transformation

Healthwatch Richmond was commissioned by the South West London and St Georges NHS Mental Health Trust to carry out an evaluation of service transformation.  For this phase, they spoke to 122 patients via a survey.

There is a general trend of improvement throughout the findings which is of course an incredibly positive achievement and one that staff at the Trust should be congratulated on. In some areas, these improvements are quite marked - for example the reduction in patients describing staff turnover as the key feature of their care experiences. 

There have undoubtedly been significant improvements in continuity of care, waiting times and patients feeling that they get the help that they need. As these started at a low base however, satisfaction in these areas remains poor with net promoter scores of around 10%. The Trust is on the right path in making these improvements and should continue to strive for, and celebrate, further improvements.

A number of areas were identified for further improvement:

• Time to access support
• Personalised care
• Information sharing to enable good care
• Continuity of care
• Satisfaction with care
• Involvement in care decisions
• Satisfaction with discharge