19 August 2024

At CNWL, we believe providing high quality mental health care for each individual is fundamentally important.  We are excited to announce that in August, the NHS is launching a major survey on people’s experiences of using community mental health services.

If you are over 16 and used our services in April or May 2024, you could be invited to give your feedback on the care you received. People will be randomly selected to take part and your local service will not know which patients have been chosen.

In last year’s survey, we received over 250 responses from adults aged 16 and over, who used the survey to tell us what is working well and what requires improvement. Thanks to feedback from this survey, we have been improving the way that people are involved in their care plans, promoting better communication with carers, and providing patients with more information and advice on finance, employment and social issues. We know there is room for further improvement and welcome your views. If you are invited to take part, whether contact with our services was regular or minimal, please know that every voice is valued.

In 2023, the survey included 16-and-17-year-old patients for the first time. This is really important to help us understand the quality of care young people receive as they use or move into Adult Services.

How to complete the survey if you are invited to do so

If you are invited to take part, you will receive a paper questionnaire with instructions and a freepost envelope. You will also receive information about how to complete it on online should you prefer to do this.

If you receive the questionnaire and need any help, please call the Quality Health freephone helpline on: 0800 783 1775 or email the team on helpline-QH@iqvia.com.

The survey will close at the end of November 2024.

The results

The results will be published in the spring of 2025 and will be used to assess Community Mental Health Trusts in England. What we learn will enable us to identify key priorities, aiding our mission to provide the very best care for you and our community. Local services will be asked to develop action plans to make improvements.

Further details about the survey

The survey is confidential, carried out by the Care Quality Commission and a dedicated Survey Coordination Centre at Picker, on behalf of NHS England. Your responses are not shared with our staff, so participation will not affect your care or treatment. This survey has also received approval from the Secretary of State for Health and Social Care.

For more information about the survey, please visit the CQC website.

For information about how we use your data, please visit our web page. 

Not selected to take part in this but still want to give feedback?

Please click here to complete our Friends and Family test. Your views will be used to improve services.