Transforming Adult Mental Health Care

Report - 10 July 2024

South West London & St George's NHS Mental Health Trust are transforming their services to make improvements to how they operate. We collected patient experiences to measure and monitor the level of patient satisfaction throughout the process.

As a part of this transformation, SWLSTG has implemented new roles and interventions, developed a social support model, and streamlined the pathway for referrals through the system. The aim of the new model is to improve the way that care is delivered in the borough.

Data Collection

To identify any change in patient experience as a result of the Transformation Programme, we undertook a baseline review prior to the process being rolled out and a mid-point review of patient experiences.  Emails, text messages, and phone calls where these were not availible, were sent to  a sample of recent Mental Health Trust patients inviting them to share their experiences through an online survey or phone interview. 

  • Baseline (March 2023) Sample 200, usable responses 41. Results included in Mid-point review
  • Mid-point review (November/December 2023) Sample of 400, usable responses 77. Report published below
  • End point review (scheduled for Q3/Q4  2024-2025)

Findings

Overall, the report paints a picture of a service undergoing significant change within a challenging context and with leading to mixed impacts on service users.

Over the 6 month period, there were strongly positive improvements to patient satisfaction with:

  • the time taken to access support 
  • information provision about other support 
  • people agreeing that their social needs were considered as part of their support. 

People often speak about the importance of wider determinants in their healthcare so this more holistic approach is to be welcomed. 

There are also however challenges around communication, choice, staffing shortages and access to psychological therapies.

Despite these challenges, the report acknowledges the early stage of the transformation process and identifies some positive developments across a wide rage of areas. 

The Transformation Programme has taken longer than anticipated to roll out and we have therefore pushed the final review of impact into late 2024/early 2025. This should provide sufficient time for the transformation Programme to be impliamented, embedded and for patients to begin to experience the resulting changes in care.

Read the full report

Download (PDF 1.43 MB)

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