GMW gets positive results in National Service User Survey | News and Events

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GMW gets positive results in National Service User Survey

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The findings from the 2013 Community Mental Health Survey for Greater Manchester West Mental Health NHS Foundation Trust (GMW) have been published by the Care Quality Commission (CQC) today.  Service users were asked what they thought about different aspects of the care and treatment they received at GMW.

GMW’s results are comparable to most other trusts that participated in the survey and findings were that the vast majority of respondents gave positive answers allowing GMW to score higher than most Trusts in England on the following aspects of care:

  • Service users felt listened to by their mental health worker and that their views were taken into account
  • They are given enough time to discuss their treatment and condition
  • They felt their care coordinator organized their care and services well
  • Service users were able to discuss with their care coordinated what would happen in their review meeting before it took place
  • Service users felt they could discuss their views surrounding the review meetings
  • They were asked about alcohol intake, use of non-prescription drugs and felt they received help for their physical needs.
  • Service users found that they receive help in finding/keeping accommodation

GMW’s results indicate that individuals accessing the trusts community mental health services were pleased with the care they received and that the majority had a good experience of the services. The survey highlights a number of positive findings, with GMW achieving mostly average or better than average performance in comparison with other hospitals on all of the categories looked at by the survey.

The Trust did better than most other trusts in England in numerous categories on the questions relating to care plans, care co-ordinators and day to day living, with a score of 8.8 (top scoring 9.0) when asked about the organisation of their care. 

Improvement plans in specific areas implemented last year following the 2012 Community Mental Health Survey have resulted in seeing significantly higher scores. There were statistically significant improvements to areas in medication and day to day living with a question surrounding use of non-prescription drugs achieving a better score than most NHS trusts.

GMW has also identified areas where improvements can be made. These include access to talking therapies, support offered for finding work, access to crisis out of hours, incidence of care review meetings and the helpfulness of reviews that take place.

To improve the quality of services that the NHS delivers, it is important to understand what service users think about their care and treatment. Workshops involving frontline staff and service users are being planned to act on the results of the 2013 community survey to ensure that improvements achieved to date are sustained.

Bev Humphrey, Chief Executive of GMW, said: “We are thrilled that the 2013 results indicate that our service users are happy with the care they receive.  We are also really pleased that our improvement plans from the 2012 results saw a dramatic increase in the areas we wanted to improve.  As a Trust, we strive to sustain the quality services that we offer.

“We will continue to work together with our service users to make sure their patient experience is a good one.  In addition to reviewing the results to highlight areas of improvement, we will carry out workshops with staff and service users to make sure these improvements happen.”

“We will also ensure we deliver the five trust values, as developed by staff and service users this year.  These values include valuing and respecting service users and going the extra mile for them.

“I would like to thank all our staff who work so hard to make GMW a great place to receive care. I would also like to thank everyone who responded to the survey. This kind of first-hand feedback is vital in helping us to know what we do well, and where we need to work harder.”

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