Understanding what community mental health care is like for service users provides key information about the quality of services across England. The NHS Constitution commits the NHS to encourage patients to give feedback on their experiences and to use this to improve services. The Community Mental Health Survey asks a sample of service users from each trust several questions about their experiences.
The Community Mental Health Survey asks service users to rate their overall experience from 0 (very poor) to 10 (very good). There have been small fluctuations in service users’ overall experience over time. In 2019, 17% of service users rated their overall experience as very good and 3% rated their experience as very poor.
In comparison with other national patient surveys, community mental health service users rated their overall experience of services the least favourably. The most recent survey data show that only 17% of Community Mental Health Survey respondents rated their experience as very good, compared with 27% of Emergency Department Survey respondents, 28% of Adult Inpatient Survey respondents and 37% of Children and Young People's Survey respondents (rating their child’s experience).
Service users are asked whether in the last 12 months NHS mental health services have given them any help or advice with finding support for various aspects of their lives. Physical health needs are the best supported, with the lowest proportion of service users reporting that they had not been given any help or advice. Help with finding or keeping work and financial advice or benefits are less well supported.
The proportion of service users who reported that they did not receive any help or advice with support for finding or keeping work increased from 44% in 2014 to 47% in 2019. Those that received no help with finding support for financial advice or benefits increased similarly from 44% to 46%. Support for physical health needs has also worsened, with 35% of respondents saying that they received no help or advice in 2014 compared to 39% in 2019.
The proportion of Community Mental Health Survey respondents who felt they were given enough time to discuss their needs and treatment has decreased over time, falling from 90% in 2014 to 87% in 2019. Between 2014 and 2019, the proportion of people who felt they were not given enough time increased from 10% to 13%.
Once a mental health care plan has been agreed, it is important for service users to have regular review meetings with their care coordinator to ensure that support continues to meet their needs. Service users are asked whether they had a formal meeting with someone from NHS mental health services to discuss how their care was working in the last 12 months. In 2019, 71% of respondents said that they had a formal meeting with someone from NHS mental health services to discuss their care in the last 12 months.
Community Mental Health Survey respondents are asked if they know who to contact out of office hours if they have a crisis. Between 2014 and 2018, the proportion of respondents who knew who to contact if they had a crisis increased from 68% to 71%. The question was amended in 2019 to specifically ask if service users know who to contact within in the NHS. In 2019, 69% of respondents said they knew who to contact out of office hours within the NHS if they had a crisis.
About this data
The Community Mental Health Survey is sent to a random sample of service users from each trust, aged 18 and over, who received specialist care or treatment for a mental health condition within a specified time period.
The survey asks people about their overall care, crisis care, access and coordination of care, patient involvement, medicines and additional support.
Respondents who stated that they did not know or could not remember are excluded from the survey results. To enable national comparison between years, data is weighted to account for differences in response rates between trusts. A further weighting accounts for differences in response rates at a given trust in a given year, across age groups or genders.
The Community Mental Health Survey underwent two major redevelopments in 2010 and 2014 to revise its methodology and questionnaire content to reflect changes in policy and best practice. The results for most questions from the 2019 survey are comparable with the 2014 to 2018 surveys. Question 16, which asks “Do you know who to contact out of office hours within the NHS if you have a crisis?” was amended in 2019 by adding the text ‘within the NHS’ to ensure respondents think about NHS services only. Therefore, this question is not comparable with any previous years.