Patient and Carer Experience Feedback
On this page you will find examples of the outcome of feedback provided to the Trust and how it has been used to improve services.
If you are looking to tell us about your experience you can share your views with us here - what’s important to you, is important to us.
Friends and Family Test
The Friends and Family Test is a question used across the NHS, that asks: 'Overall, how was your experience?'
The latest Friends and Family Test results for CPFT, can be found here.
Complaints
The outcome of the formal complaints closed by the Trust can be found below. Examples of the learning from complaints can be found on the service specific pages.
Community Mental Health Survey 2023
The Community Mental Health Survey is an annual survey which is required by the Care Quality Commission. Further details of it can be found here. The overall Trust results for 2024 can be found here . Details of what areas the Trust is focusing on can be found at the bottom of the page.
Formal complaint outcomes 24/25
Formal Complaints
The tables below lists the outcome of the complaints points closed by the Trust for each quarter between July 2024 and March 2025.
| Adult Specialist Mental Health | Children, young People and Families | Older People and Adult Community | Total | |
| Complaint withdrawn | 1 | 0 | 0 | 1 |
| Not upheld | 21 | 1 | 4 | 26 |
| Partially upheld | 13 | 8 | 11 | 32 |
| Undetermined | 0 | 0 | 0 | 0 |
| Upheld | 1 | 1 | 2 | 4 |
| Total | 36 | 10 | 17 | 63 |
| Adult Specialist Mental Health | Children, Young People and Families | Older People and Adult Community | Corporate | Total | |
| Complaint withdrawn | 2 | 1 | 0 | 1 | 4 |
| Not upheld | 18 | 3 | 4 | 0 | 25 |
| Partially upheld | 9 | 9 | 11 | 0 | 29 |
| Undetermined | 2 | 0 | 1 | 0 | 3 |
| Upheld | 1 | 1 | 0 | 0 | 2 |
| Total | 32 | 14 | 16 | 1 | 63 |
|
The outcome of complaint points closed by the Trust July to September 2024 |
|||||
|
|
Adult Specialist Mental Health services |
Children, Young People and Families services |
Older Peoples and Adult Community services |
Corporate |
Total |
|
Complaint withdrawn |
5 |
0 |
2 |
0 |
7 |
|
Not upheld |
9 |
5 |
4 |
0 |
18 |
|
Partially upheld |
7 |
5 |
7 |
0 |
19 |
|
Undetermined |
2 |
0 |
1 |
0 |
3 |
|
Upheld |
1 |
0 |
1 |
1 |
3 |
|
Total |
24 |
10 |
15 |
1 |
50 |
Community Mental Health Survey 2023/24
Community Mental Health Survey 2023
The community mental health survey is a national survey which is completed yearly. The Trust results on this survey are compared against the national results. The national results can be found here .
The results of this survey are based on a total of 261 responses which is a response rate of 22%.
|
Medication |
benefits of medication being discussed with service users and the purpose of medication being discussed with service users |
|
Support in other areas of your life |
service users being given help or advice with finding support for finding or keeping work and service users being given help or advice with finding support for the cost of living |
|
Respect, dignity and compassion |
service users being treated with respect and dignity by NHS mental health services |
|
The areas where service user / patient experience was scored lowest |
|
|
Planning care |
service users having a care plan |
|
Support while waiting |
service users offered appropriate support while waiting |
|
Medication |
NHS mental health team checking how service users are getting on with medication |
|
Mental health team |
Staff delivered help needed and service users being given enough time to discuss their needs and treatment |
Following reviewing the results the clinical services have agreed that their focus will be on two areas:
- Do you have a care plan?
- In the last 12 months has your NHS mental health team asked you how you are getting on with your medication?
The work taking place around this will focus on the implementation of dialog +, and further information can be found here . This is a large piece of work and progress and updates will be provided on this page.
January 2025: Care planning actions
A key action for making improvements in peoples experience of care planning within the Trust has been focused on the launch of dialog + for the Adult Specialist Mental Health Directorate and the Older People and Adult Community. Frustratingly for a number of reasons this has been delayed and the progress planned has not been made.
Within the Children, Young People and Families Directorate the implementation of Dialog + does not apply. As a directorate they have taken a number of actions to improve the experience of care planning for people accessing their services.
Children, Young People and Families Directorate
Ensuring that one standardised care plan is used one by each team to ensure consistency for patients, parents and parent carers and to ensure that the template used is the best template to meet the needs of the young people accessing the service.
Ensuring that all care plans have space to record the voice of the child / young person who is accessing the service.
Provision of training related to the completion of care plans to ensure that the voice of the young person / child is being included in the discussions.
SystmOne training (electronic clinical record) is being arranged to ensure that all staff know how to complete the care plan within SystmOne.
As a patient, relative or carer using our services, sometimes you may need to turn to someone for help, advice, and support.