Feedback report: Norfolk and Suffolk Foundation Trust

Healthwatch Suffolk undertook research on people’s experiences of mental health services provided by Norfolk and Suffolk NHS Foundation Trust. They analysed 81 pieces of feedback collected between November 2019 and October 2020 and also gathered evidence from partner organisations, service users, carers, young people and community groups. Overall, 73% of comments were negative and services received an average rating of 2.1 out of 5 stars, although this represented a small improvement on previous findings.

The most common concerns related to access to support, treatment, communication and staffing. People described long waits for assessments and therapy, difficulties accessing crisis support, cancelled appointments, poor continuity of care and a lack of follow-up. Many service users felt they had to repeat their stories to different professionals and reported poor communication between teams. Concerns were particularly strong regarding children's mental health services, with reports of lengthy waits, difficulties accessing support for autistic children and young people, and families feeling unsupported during periods of crisis.

Some positive feedback highlighted caring and supportive staff, effective crisis intervention, helpful counselling and positive experiences of services such as the Recovery College, Suffolk Wellbeing Service and First Response. Several people reported significant improvements in their mental health as a result of therapy and specialist support, and partner organisations noted some emerging signs of service improvement and greater service user involvement.

Healthwatch Suffolk concluded that while there were examples of good care and some evidence of progress, significant concerns remained about access to services, communication, continuity of care and support for children and young people. The report highlighted persistent staffing pressures, demand exceeding available capacity and a need for more responsive, person-centred mental health services that listen to and involve service users and carers in decisions about their care.