21 March 2019

Improving the quality of services in North Hackney CMHT

The City and Hackney North team joined the priority formally in July-August 2018, having started to look at sources of dissatisfaction for staff and service users around care provision. As with the first pilot teams, initial change ideas revolved around staff related issues/environment, in particular respecting noise levels and structures that would facilitate or hinder this. A focus on improving the collection of service user data led to an increased access to Family and Friends test data and a richer source of information around service user satisfaction. In a short space of time, service users and carers joined the QI team.

After the first couple of months, the team began to look at a key service user led change ideas around improving communication and information giving. Staff and service users tested out a communication table in reception area where service users could talk about their experiences of the team and potential areas for improvement. This then developed into testing out an activity table and planning art workshops for service users. Setting up of a book share library and an exploration of an activity board were also planned change ideas.

Here’s Derek Miller, Operational Lead/Nurse Manager in the North Hackney CMHT reflecting on the work they have done and their plans for the future:


If you are part of ELFT and want to learn more about this project, please visit Life QI – Project code: 104413

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