Initial Impact of Investigation to Improve Mental Health Services for Birmingham Service Users

Healthwatch Birmingham investigated concerns about the Zinnia Centre, a community mental health service run by Birmingham and Solihull Mental Health Foundation Trust, after receiving feedback from six service users and carers. Further evidence was gathered through discussions with third-sector organisations supporting vulnerable people. The main concerns related to medication management, difficulties contacting staff by telephone, problems accessing appointments and mental health assessments, poor follow-up of service users, discharge arrangements and staff attitudes. 

A recurring complaint was the management of medication, particularly delays in obtaining Clozapine and restrictions on collection times. Service users also reported long waits for medication, poor communication about delays and difficulty speaking to staff. Problems with the telephone system were frequently raised, with callers struggling to get through or receive returned calls. Concerns were also expressed about missed appointments, lack of follow-up when service users did not attend appointments and difficulties accessing assessments. 

In response, the Trust investigated the issues and introduced a range of improvements. These included changes to the Clozapine dispensing process, a dedicated nurse to oversee medication ordering, greater flexibility around medication collection, advance notification when medication was unavailable, upgrades to the telephone system and the development of a new phone response protocol. The Trust also reinforced expectations around following up service users who missed appointments and addressed concerns about staff attitudes. 

Healthwatch concluded that the concerns raised highlighted important quality and safety issues, but welcomed the actions taken by the Trust. The report noted that lessons from the Zinnia Centre were being shared across other community mental health services in Birmingham, with ongoing monitoring planned to ensure that service users experienced improvements in communication, access, medication management and overall care.