Written evidence submitted by Healthwatch Surrey (CMH0010)

Health and Social Care Committee inquiry into community mental health services -

Healthwatch Surrey response

At Healthwatch Surrey we listen to and champion the voice of local people to shape, improve and get the best from NHS, health and social care services. Mental health is one of our four strategic priorities and people often talk to us about community mental health services when we’re out and about in the local community, and also when they contact our Helpdesk via phone or e-mail or our website. 

What does high-quality care look like for adults with severe mental illness and their families/carers?

People tell us that ‘high quality care’ is care that:

• Treats each person as an individual and looks beyond a crisis situation.

“I wish that mental health services would focus on the patient and their needs. They then need to undertake actions to avoid them going into crisis and works towards them having their best future.” [Our ref: 210975]

• Understands and respects the needs of carers and ensures they are appropriately involved and communicated with.

“I wish that mental health services would communicate with me as his carer. In the short term this would mean when you’re in crisis, letting you know when a bed would be available and asking ‘how are you?’ In the longer term, more communication and information about their prognosis and care plan.” [Our ref: 210975]

• Is received in both primary and secondary care.

“GP had little understanding of my needs despite family history of psychosis. Referred me to counsellors and psychologists when psychotic.” [Our ref: 210681]

What is the current state of access for adults with severe mental illness to community mental health services?

People tell us that they feel denied access to mental health services unless they are in a crisis situation.

“Was suicidal and very depressed due to a change of antidepressants, PTSD & daily grappling of 10 health conditions. Rang my Surrey Crisis Mental Health Team in tears - lady answered & just wanted to know if I was going to kill myself, I said no, as I have a 10 year old daughter; she said see your GP & hung up..... Rang Samaritans, no answer. That was a very long & hard night." [Our ref: 210814]

How can community mental health services work with social care, the third sector and local government to better address service users’ health and wider social needs that are wider determinants of mental health outcomes?

People tell us that services are not integrated or commissioned in a person-centred way, leading them to feel that they are ‘falling between the cracks.

Commissioning advocacy services in a way which meets people’s needs would be one way that community mental health services could work with the 3rd sector and local government to achieve better outcomes. Evidence that we have suggests this is a real gap in current provision.

“I have been getting the runaround for months now. I keep getting discharged from CMHRS despite not at any point getting the care I need. I require a mental health assessment but I need someone to attend the meetings with me, and not a male. I have been getting the runaround from CMHRS who told me to go to Surrey County Council. Surrey County Council told me to go to PohWER [an advocacy provider not commissioned for this support]. PohWER said they can’t help me because they don’t do face to face support in Surrey though they do in other counties. They suggested that I try Matrix [a non-instructed advocacy provider not commissioned to assist in this scenario]. But I have enough capacity to make my own decisions. I just need support in meetings….I don’t have a mental health case worker or support worked and I can’t get one under the Care Act because I have been discharged for CMHRS.” [Our ref: 223775]

“I am Bipolar and am hoping to get an autism diagnosis. I am getting the runaround between the psychiatrist, Community Mental Health Team, the hospital, talking therapies. I really need an advocate as all of this "Runaround" is making my problems even worse.” [our ref: 223334]

We are proud to be commended in the National Healthwatch Impact Awards, recognising our work helping to improve local NHS and social care. You can view our video highlighting how feedback from local people has been used to make positive changes to health and social care support. 

 We are committed to the quality of our information.

Every three years we perform an audit so that we can be certain of this.

The Healthwatch Surrey service is run by Luminus Insight CIC, known as Luminus.

Registered office: GF21, Astolat, Coniers Way, Burpham, Surrey, GU4 7HL.

January 2025