Healthwatch Blackpool Community Adult Mental Health report ... · Location Healthwatch Blackpool attended 2 sessions of an ongoing group at St John’s Church, and a full 6-week session

Community Adult Mental Health Services

Service Review Contactdetails:MentalHealth&LearningDisabilityServicesAdultCommunityServicesandLongTermConditionsBlackpoolTeachingHospitalNHSFoundationTrustBlackpoolStadiumSeasidersWayBlackpoolFY16JX

Dateandtimesofvisit:December2016

HealthwatchBlackpoolrepresentatives:StevenGarnerStevenRobinsonV1.1

©2016HealthwatchBlackpool

Healthwatch Blackpool Service Review Report

Page2of12 www.healthwatchblackpool.co.uk

Introduction HealthwatchBlackpooliscommittedtolisteningtopatientsandmembersofthepublicinBlackpoolandmakingsuretheirviewsandexperiencesareheardbythosewhorun,planandregulatehealthandsocialcareservices.ThroughoutDecember2016stafffromHealthwatchBlackpoolgatheredsurveyresponsesfrompatientsusingcommunitybasedadultmentalhealthservicesprovidedbyBlackpoolClinicalCommissioningGroup(CCG)toobtaintheviewsofpeopleusingtheserviceandtoobservethepractices.Thisreportsummarisesthereviewsof:13serviceusersovera6weekperiod4serviceusersofSinglePointofAccessServicesDISCLAIMERThisreportrelatesonlytotheserviceviewedatthetimesofthevisit,andisonlyrepresentativeoftheviewsofthosewhometmembersofthePatientEngagementteamonthosedates.



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.

http://www.healthwatchblackpool.co.uk/wp-content/uploads/2016/10/Healthwatch-Blackpool-Priority-Survey-and-Workplan-Report-June-2016-APPROVED.pdf



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.



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%


3. Weasked:‘Wasyourreferralintothisserviceapositiveexperience?’

91% 9%

“IwasverycomfortabletalkingtotheladyatSupportingMinds”“Neitherherenorthere.Ihadnoinformationaboutit,justthetimeandplace”“Ifoundthetelephoneconsultationveryhelpful”“Notpositiveasofyet–notbecauseofthefacilitiesbutbecauseofmyownanxiety”


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”



“Togetpracticalguidance.”(x2)“Ikindofexpectabitofinteraction,butthethoughtoftryingtostopandkeepcontrolterrifiesme.”


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)



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.”


(13 patients answered over 6 weeks)



Summaryoffindings:Thelownumberofthoseconsulteddoesnotallowformakingsignificantorbroadobservations,howeverthelongitudinalnatureofthesurveyallowedustoseetheprogressionofpatientsfrominitialarrivalattheservicetotheendofthesix-weekprocess.Onarrival,therewasanotablemixofresponsesinrelationtoexpectations.Somehadnoexpectationsaboutthecourse,howeverthosewhodidwerehopingforpracticalguidance,psychologicaltoolsandcopingskills,demonstratinganemphasisonrelatabilityoftheinformationthecourseprovided.Amajorityreportedthattheservicedidmeettheirexpectationsbytheendofthe6weekcourse,whileothersfeltitwastoosoontoknowiftheskillstheyhadlearnedwouldhelptheminthefuture.Allpatientsreportedunderstandingthesupportanditsaim,withonlyonepatientreportingthattheydidnothaveanyinformationbeforeattending.Overallpatientswereoverwhelminglypositiveaboutthesupporttheyreceived,andfoundthesessionsusefulfortheirfuturewellbeing.Twopeoplewhoattendeddidnotfeelthatitwastherightsupportforthembythetimethesessionsended,butdidnotprovidefurtherinformationorhaveanycomparabledemographicinformation.Throughoutthecoursetherewereafewsuggestionsonmakingcertaintopicslongerormorein-depth,allowingtimefordiscussion,orhavingwateravailable.



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.”






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.



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



Response from ProviderTheserviceproviderwasofferedtheopportunitytorespondtothefindingsofthereporthoweverdidnotprovidearesponse.www.healthwatchblackpool.co.ukhello@healthwatchblackpool.co.ukTwitter:@HealthwatchBplFacebook:facebook.com/healthwatchblackpool

Documents

Healthwatch Blackpool Community Adult Mental Health report ... · Location Healthwatch Blackpool attended 2 sessions of an ongoing group at St John’s Church, and a full 6-week session