Initial impact of investigation to improve mental health services for Birmingham service users

Through Healthwatch Birmingham Information and Signposting Line and online Feedback Centre, they heard from six service users and carers who were not satisfied by the level of service provided by the Zinnia Centre, an Integrated Community Care and Recovery service provided by Birmingham and Solihull Mental Health Foundation Trust (BSMHFT). As the feedback collectively indicated a cause for concern, Healthwatch Birmingham 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. Healthwatch Birmingham discussed the six issues we heard with BSMHFT and shared them with the Care Quality Commission (CQC) Inspection. Issues raised included concerns regarding medication management at the CMHT (specifically Clozapine), concerns with the phones, and poor access to appointments. This feedback collectively was enough to indicate a cause for concern.

The 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.

Following this investigation, the Trust is sharing the learning at this centre with the other Integrated Community Care and Recovery services to improve the level of service for service users and carers across the City. Healthwatch Birmingham will share further impact following this report in a follow-up impact report in February 2019.