Skip Ribbon Commands
Skip to main content
We use cookies to ensure you get the best experience on our website. For more information, read our Terms and Conditions.
News items
Help in a crisis
Back to news search

Tweet   Facebook   LinkeIn   Email
NHS patients in Norfolk are listened to says positive mental health survey

Over 96% of people receiving community mental health care in Norfolk feel their views are taken into account, a national survey has today <13 September 2012> revealed.

The great results for Norfolk and Suffolk NHS Foundation Trust (NSFT) come from the Care Quality Commission’s national NHS patient survey programme. 270 people treated by the former Norfolk and Waveney Mental Health NHS Foundation Trust, now part of NSFT, responded to the survey.

An incredible 99% of people said they were treated with dignity and respect with 94% saying they have trust and confidence in their health care worker.

Overall, almost 80% of people rated their care over the past year as good to excellent, with 85% please with the level of family involvement.

“We are really pleased with the results of this survey and the fact that we match the national average in all nine sections,” said Kathy Chapman, director of operations in Norfolk. “Providing excellent community mental health care is a Trust priority so it is great to see our achievements in community mental health care being highlighted.

"We believe that it is much better for someone to be treated at home, in their own environment with their friends and family around them, rather than disrupting their lives by admitting them into hospital. We are therefore really pleased with these results and of course look forward to building on them in Suffolk over the next 12 months.”

The positive results continued with 97% of people saying they were carefully listening to by their health or social care worker.

Other results where more than 90% of respondents scored the Norfolk part of NSFT positively include:

  • patients being able to express their feelings during a care review
  • patients being given time to discuss their condition
  • purpose of new medication explained and information given in easy to understand way
  • patients finding talking therapies helpful
  • care coordinator organising care well or very well


“The survey results have also provided us with an opportunity to spot areas to build on in Norfolk over the next 12 months,” Kathy added. “It is so important that we listen to what our patients have to say about the care we provide and work to improve anything that they think we could do better.”

Areas for improvement include checking how patients are getting on with their medication, taking the patient’s views into account more when deciding a care plan and asking about patients’ physical needs.

The 2012 community mental health services survey was designed and coordinated by Picker Institute Europe’s Co-ordination Centre for the NHS Patient Survey Programme.

The full national results for the 2012 survey are on the CQC website: