Healthwatch Blackpool Community Adult Mental Health report ... · Location Healthwatch Blackpool...
Transcript of Healthwatch Blackpool Community Adult Mental Health report ... · Location Healthwatch Blackpool...
Community Adult Mental Health Services
Service Review Contactdetails:MentalHealth&LearningDisabilityServicesAdultCommunityServicesandLongTermConditionsBlackpoolTeachingHospitalNHSFoundationTrustBlackpoolStadiumSeasidersWayBlackpoolFY16JX
Dateandtimesofvisit:December2016
HealthwatchBlackpoolrepresentatives:StevenGarnerStevenRobinsonV1.1
©2016HealthwatchBlackpool
Healthwatch Blackpool Service Review Report
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Introduction HealthwatchBlackpooliscommittedtolisteningtopatientsandmembersofthepublicinBlackpoolandmakingsuretheirviewsandexperiencesareheardbythosewhorun,planandregulatehealthandsocialcareservices.ThroughoutDecember2016stafffromHealthwatchBlackpoolgatheredsurveyresponsesfrompatientsusingcommunitybasedadultmentalhealthservicesprovidedbyBlackpoolClinicalCommissioningGroup(CCG)toobtaintheviewsofpeopleusingtheserviceandtoobservethepractices.Thisreportsummarisesthereviewsof:13serviceusersovera6weekperiod4serviceusersofSinglePointofAccessServicesDISCLAIMERThisreportrelatesonlytotheserviceviewedatthetimesofthevisit,andisonlyrepresentativeoftheviewsofthosewhometmembersofthePatientEngagementteamonthosedates.
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General InformationHealthwatchBlackpoolisthestatutoryindependentconsumerchampionforlocalhealthandsocialcare.Itspurposeistogathertheviewsoflocalpeopleusinghealthandsocialcareservicesandfeedthisbacktothosewhorunandcommissionthem,inordertocreatepositivechange.HealthwatchBlackpoolsetsoutanannualstatutoryplanofworkbasedonprioritiesbroughttoitbythepublic. Inthe2016/17PrioritiesSurveyandWorkplanReport,thepublicraisedmentalhealthasanissueofconcern.HealthwatchBlackpoolhavepreviouslyconsultedthepublicontheirexperienceofmentalhealthserviceprovision,youngpeople’semotionalhealthandwellbeing,andperformedspecificreviewsintoTheHarbour,andCAMHS.Itwasfeltthatapproachingcommunityadultmentalhealthserviceswouldhelptoprovideabroaderandclearerpictureofserviceprovisionacrossthearea.
Methodology HealthwatchBlackpoolhaveliaisedwithCommunityMentalHealthServiceleadswithinBlackpoolTeachingHospitalsNHSFoundationTrust,andagreedareviewofcommunitybasedadultmentalhealthservicesfromthepatientperspective.BasedonpatientexpectationsandjourneysthroughImprovingAccesstoPsychologicalTherapies(IAPT)servicesandpatientscreeningatSinglePointofAccessandPrimary/IntermediateMentalHealth(P/IMH)services,HealthwatchBlackpoolobservedpracticesandconsultedwithserviceusers.ThroughoutDecemberHealthwatchBlackpoolstaffattendeda6weekSupportingMindsstresscontrolcourse,andsurveyedserviceusersthroughoutthedeliveryoftheservice.HealthwatchBlackpoolstaffalsoheldanopenconsultationroomover2daysinSinglePointofAccessandPrimary/IntermediateMentalHealthservices,consultingwithwillingparticipantsfollowingtheirappointments.Broadly,thequestionsputtoserviceuserswere:
• Howeasydidyoufindthepathwayintothisservice?(e.greferralthroughGP/hospitaletc.)Wasthisapositiveexperience?
• Whatisyourexpectationofthesupport/serviceyouhavebeenprovidedwith?Does/didtheservicemeetyourexpectations?
• Doyouunderstandtheserviceyouareaccessing,andwhatisavailabletoyou?Doyouunderstandthepathwayofthesupportyouareaccessing?
• Whatcouldbebetterabouttheservice?Doyoufeelthisservicehashelpedyou?
Acknowledgements HealthwatchBlackpoolwouldliketothankthepatientsfortakingpartinthissurvey.WewouldalsoliketothankBlackpoolTeachingHospitalsNHSFoundationTrusttogetherwiththestaffwithintheservicesformakingusfeelwelcomeduringthevisits.
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Healthwatch Blackpool Observations SupportingMindsStressControlGroupLocationHealthwatchBlackpoolattended2sessionsofanongoinggroupatStJohn’sChurch,andafull6-weeksessionbasedatBlackpoolCarersCentre,BeaverbrooksHouse.StJohn’sChurchprovidedanaccessible,centrallocationforBlackpoolresidents,withthenecessaryamenitiestodeliverpresentations.BeaverbrooksHouseisbasedonNewtonDriveandisclosetoBlackpoolVictoriaHospital.EnvironmentStJohn’sChurchprovidedanappropriatelycalmandrelaxedatmosphere.BeaverbrooksHousewasnewlyrenovated,andtheupstairsoffice/meetingroomswerenearingcompletionresultinginsomedisruptionandabusyatmosphere.Theroomwhichwasusedforthesessionswasanappropriatesize,althoughrowsofseatsforpresentationsfilledthewidthoftheroom,potentiallymeaningpeoplewereveryclosetogether.ServiceDeliveryThedeliveryofthesessionsbystaffwasexcellent.Thepresentationsprovidedvisualaidswhilethecontentwasrelevantanduseful.Handoutsofthesession,resourcesandotherinformationwasalsoavailableforserviceuserstotakeawaywiththem.SinglePointofAccessandPrimary/IntermediateMentalHealthServicesLocationHealthwatchBlackpoolattendedbothMoorParkHealthandLeisureCentre,andSouthShorePrimaryCareCentrevenues.MoorParkHealthandLeisureCentreisbasedinBisphamandhasasmallbusterminaloutsideforeaseofaccess.SouthShorePrimaryCareCentreisbasedonLythamroadinapurpose-builtbuildingholdingotherNHSservices.EnvironmentBothlocationsprovidedacleanandbrightclinicalenvironmentwithindividualpractitioner/patientrooms.Furtherinformationwasprovidedonnoticeboardsandreceptionstaffwereavailabletotakeserviceuserenquiries.ServiceDeliveryHealthwatchBlackpooldidnotobservetheindividualsessions,butinsteadofferedtospeakwithserviceusersaftertheirappointment.
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S u p p o r t i n g M i n d s S t r e s s C o n t r o l G r o u p 1. Weasked:‘Howdidyoufindoutaboutthisservice?’
70% 15% 15%
(13patientsanswered)
2. Weasked:‘Whoreferredyoutothisservice?’
54% 23% 15% 8%
(13patientsanswered)
3. Weasked:‘Wasyourreferralintothisserviceapositiveexperience?’
91% 9%
“IwasverycomfortabletalkingtotheladyatSupportingMinds”“Neitherherenorthere.Ihadnoinformationaboutit,justthetimeandplace”“Ifoundthetelephoneconsultationveryhelpful”“Notpositiveasofyet–notbecauseofthefacilitiesbutbecauseofmyownanxiety”
(11patientsanswered)
4. Weasked:‘Whatwereyourexpectationsofthisservice?’
“IwasverycomfortabletalkingtotheladyatSupportingMinds.”“Beingabletomanagemyfeelingsandteachmydaughtershowtoaswell.”“Don’thaveanyexpectationsasIknewnothingtostartwith.”“Iwouldlikeguidance,support,skills,andconfidence.”“Ihadnoexpectations.”“Tolearnpsychologicaltoolsandskills.”
“Tolearnnewcopingskillswhendealingwithanxietyanddepression.”
GP Social Worker Supporting Minds
GP Self Referral Supporting Minds Social Worker
said “Yes” said “No”
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“Togetpracticalguidance.”(x2)“Ikindofexpectabitofinteraction,butthethoughtoftryingtostopandkeepcontrolterrifiesme.”
(10patientsanswered)
5. Weasked:‘Onyourfirstcontactwiththeservice,wereotheroptionsforsupportexplainedto
you?’
100% 0%
S u p p o r t i n g M i n d s S t r e s s C o n t r o l G r o u p S e s s i o n s
Comparison Session1 Session6
6. Weasked:‘Doyoufeelthisis/wastherightsupportforyou?’
7. Weasked:‘Do/didyouunderstandthesupportyouarereceivingandfinditrelatable?’
8. Weasked:‘Didtheservicemeetyourexpectations?
said “Yes” said “No” (12 patients answered)
69% 0% 31% Yes No Too early to tell
66% 17% 17% Yes No Too early to tell
100% 0% Yes No
100% 0% Yes No
(12 patients answered) (12 patients answered)
(13 patients answered) (12 patients answered)
92% 0% 8%
Yes No Too early to tell
(12 patients answered)
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9. Weasked:‘Haveyoulearnedanythingwhichwillhelpyouinthefuture?’“Iwilllearneventuallyhowtocopewithmystress,sothiscoursewillhelp”“Howtotakecontrolofmyself” “Alittleearlytotell” “Copingskills”“Exercise,sleepingpatternandcontrolofthoughtshelpedalot”“Iwillseewhathappens,don'tknowyet” “Anunderstandingofstressandhowtochange”“Ithashelpedmetounderstandmyillness”
10. Weasked:‘Doyouhaveanyfurthercomments,orsuggestionsonhowtheservicecouldbe
improved?’
“Itwasaneye-openerformetofeelhowstresscanaffectsomeone.Ilookaftersomeonewhohasmentalhealthissues(moodswingsetc.),that'swheremystresscomesfrom.”
“Thesessionshelped,butIstillneedcounselling.”“Someofthesupportwastherightsupportoptionforme.Couldbeimprovedwithmorecontact.”
“Noimprovements,itisfineasitis.”
“Hadnoexpectations,notsureifitwastherightsupportoptionformeyet.”“Itwentbeyondmyexpectations.IwouldhavepreferredashorterperiodoftimetoreceiveaphonecallabouttheserviceasitdidmakemefeelmorestressedthatIhadtowaitawhiletoreceivehelp.”
“TheHandouts/bookletshavebeenagreathelp(andIkeepthemonhandwhenIhavenegativethoughts).ItwouldhavebeenusefulwhenIwasworking(underlotsofpressure/stress).”“I'dlikemoreindepthcopingskills.”
“Iunderstandthismaybeatimingissue,butsometimesthepresentercan“rattle”throughthesections.It’shardtokeepupsometimes.”
“Allowtimesforquestions/discussionpossibly.”“Haverefreshments/wateravailable.”
“Needmoretimeon‘Howtosolveissues’.”
“Youshouldn’thavetoself-refer,therearenootherserviceswhereyoudothis.Thereshouldbefollow-upstopreventre-referralwhichwouldcostless.Eveningsessionswouldbegoodforpeopleinemployment.Thetelephoneassessmentdoesn’tfeelpersonal,wefeelwearebotheringormakingafuss.Notenoughexplanationofwhatisbeingdonetosupportyouinthefuture.Itfeelslikeweareexpectedtoself-referagainifwerelapse.”
(8 patients answered)
(13 patients answered over 6 weeks)
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Summaryoffindings:Thelownumberofthoseconsulteddoesnotallowformakingsignificantorbroadobservations,howeverthelongitudinalnatureofthesurveyallowedustoseetheprogressionofpatientsfrominitialarrivalattheservicetotheendofthesix-weekprocess.Onarrival,therewasanotablemixofresponsesinrelationtoexpectations.Somehadnoexpectationsaboutthecourse,howeverthosewhodidwerehopingforpracticalguidance,psychologicaltoolsandcopingskills,demonstratinganemphasisonrelatabilityoftheinformationthecourseprovided.Amajorityreportedthattheservicedidmeettheirexpectationsbytheendofthe6weekcourse,whileothersfeltitwastoosoontoknowiftheskillstheyhadlearnedwouldhelptheminthefuture.Allpatientsreportedunderstandingthesupportanditsaim,withonlyonepatientreportingthattheydidnothaveanyinformationbeforeattending.Overallpatientswereoverwhelminglypositiveaboutthesupporttheyreceived,andfoundthesessionsusefulfortheirfuturewellbeing.Twopeoplewhoattendeddidnotfeelthatitwastherightsupportforthembythetimethesessionsended,butdidnotprovidefurtherinformationorhaveanycomparabledemographicinformation.Throughoutthecoursetherewereafewsuggestionsonmakingcertaintopicslongerormorein-depth,allowingtimefordiscussion,orhavingwateravailable.
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S i n g l e P o i n t o f A c c e s s andPrimary/IntermediateMentalHealthServices
11. Weasked:‘Hasthejourneyfromreferraltotodaybeenapositiveone?’“No.Itwasconfusing,notsureofwheretogo.Staffcanbeevasiveandunhelpful.IwasnotlistenedtoattheGateway,butVicky[atSinglePointofAccess]ishelpful.”“Hadcounsellingbefore.ThisismorepracticalcopingskillsandI’mhopeful.Doctorwasdifficult,veryunsympatheticanddidn’tlistentome.IhavesincechangedmyDoctor.”“Yes.Vickyisveryhelpfulandsupportive.GPandMentalHealthServicecommunicatewelltogether.However,nofeedbackafterphonecall,Ifeltforgottenabout.”“It’ssavedmylife.GPwentaboveandbeyond.Brilliant.OvertimeI’velearnedtocope.Feellikeit’sthebeginningofmylife.”
12. Weasked:‘Whatareyourexpectationsofthisservice(ifany),anddidtheservicemeetyourexpectations?’
“IthoughtIwasmadandtheonlyonegoingthroughissues.NowI’mlearningtocope.IthoughtI’dbemadforever,butIacceptthingsnow.I’mnolongerguiltyorblamingmyself.”“Iexpectedhelpwithissuesandmedication.”
“Itwasapositiveexperience.Iassumed(basedonhistory)thatitwouldn’tbe.”Iwashopingtogobacktowork.Ihaverecentlygonebacktoworkthanksforthisservice.It’sgivenmecopingskills.IwasluckytogetKatrina[SinglePointofAccess],sheunderstandsmythoughtprocess.”
13. Weasked:‘Whatcouldbebetterabouttheservice,ordoyouhaveanyadditionalcomments?’“Somepeoplecanbecomfortableina‘clinical’room,otherslike‘relaxed’/decoratedones.I’dlikemotivationalpostersinthewaitingrooms.”“Gatewayreceptionistsaredifficulttodealwith.Somenursingstaffarenotrespectfulorsupportive.Theycanbeverydismissive.”“I’dlikemorefeedbackandtoknowaboutonlinetools,orsocialgroups.”“Supportforyoungpeopletotackleproblemstheyface.Listeningtoyoungpeople,makingmentalhealththe‘norm’andmakingsurepeoplearen’tashamedtotalkaboutit.”
(4 patients answered)
(4 patients answered)
(4 patients answered)
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Summaryoffindings:Withasmallnumberofresponses,itisnotpossibletodrawbroadconclusions.However,theresponsesprovideasnapshotofexperienceatSinglePointofAccess.Allserviceusersreportedthatthisservicewastherightsupportoptionforthem,althoughonepersonfoundthesessionshelpful,theydidnotthinktheywererelevantfortheirindividualsituation.Allpatientsreportedunderstandingthesupportwhichwasprovided;aimsofthesessionsandwhattheywouldcomeoutofthesessionswith.Thosewhohavebeenthroughmentalhealthsupportbeforehavehadnegativeexperienceswhichaffecttheirexpectationsandpreconceptionsofthehelptheywouldreceive.Itisnotpossibletogainaclearpictureofpatient’sknowledgeofpathwaysthroughmentalhealthsupport.
Healthwatch Blackpool Summary of Findings
• Negativepastuseofservicescontributedtolowexpectationsorpoorpreconceptionsoffuture
support.• TheSupportingMindscoursemetexpectationsinprovidingpracticalguidanceandcopingskills
foramajorityofattendees.• AminorityofSupportingMindsattendeesfoundthatthecoursewasnotbestsuitedforthem
bytheendofthe6weeks,althoughmorefeedbackonthiswasnotprovided.• Allpatientsacrossservicesreportedunderstandingthenatureandaimsofthesupportthey
werereceiving.However,informationonbroaderunderstandingsontheshapeofservicesandpathwayswasnotestablished.
• FeedbackontheSupportingMindscoursesincludedsomeimprovementsincludingmakingcertaintopicslongerormorein-depth,allowingtimefordiscussion,andhavingrefreshmentsavailable.
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Results – Demographics
Gender: Female: 59% Male: 41% 17 respondents Age Range: 18-29: 18% 30-39: 24% 40-49: 24% 50-59: 29% 60-69: 6% 70-79: 0% 80+: 0% 15 respondents Ethnicity: White British: 100% 17 respondents Considered to have a disability: Yes: 40% No: 60% 15 respondents Postal Code: FY1: 13% FY2: 40% FY3: 7% FY4: 20% FY5: 13% FY6: 7% 15 respondents
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Response from ProviderTheserviceproviderwasofferedtheopportunitytorespondtothefindingsofthereporthoweverdidnotprovidearesponse.www.healthwatchblackpool.co.ukhello@healthwatchblackpool.co.ukTwitter:@HealthwatchBplFacebook:facebook.com/healthwatchblackpool