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Service User Experience in Mental Health: News and Speaker Updates

Through national updates, lived experience and practical case studies the conference will provide a step by step guide to measuring, monitoring and improving service user experience in mental health services.

Expert sessions will focus on monitoring adherence to the NICE Quality Standard on service user experience in mental health, measuring and monitoring experience in mental health crisis, changing the culture of an organisation, listening and learning from individuals and demonstrating responsiveness to feedback, real time service user feedback, and using always events as a positive approach to always events.

Speaker Updates & Presentations

Measuring and monitoring service user experience: A Service User Perspective

Paul Scates Senior Peer Specialist Campaigner and Ambassador

  • understanding the service user experience and ensuring service user experience is a proactive tool for change and improvement
  • the benefits in involving and empowering service users to improve experience
  • how can we understand the experience of ALL service users
  • moving towards a collaborative recovery focused approach

Paul Scates Full Presentation Click Here

Paul Scates Biography:

In his presentation Paul stated: 

"We have to take positive risks"

"Language is so important, ‘we are transferring your care” is far better than “we are discharging you”"

"Why are we not doing physical health checks"

"Need investment from the Government"

"How I would talk to a client, “what can we do?”, “tell me who you are?”, “what brought you here?”"

"Adults and young people, we don’t support them enough"

"Service users are crucial for learning"

Paul’s career has been vast and varied mainly due to his passion for life and his eclectic range of interests. Paul has a natural effervescence & gregarious nature which has allowed him to flourish and find his niche working within the entertainment & mental health sectors’.

Monitoring adherence the NICE Quality Standard on Service User Experience in Mental Health

Angela Newton Director of Service User Involvement Together: Working for Well Being

  • monitoring adherence to the NICE quality standard for Service User Experience in Adult Mental Health
  • the process of producing the guidance
  • has the use of the national quality standard and underpinning guidance had an impact on service users’ experience of care?

Angela Newton's Full Presentation Click Here

In her presentation Angela stated: 

"The NICE Quality Standard on Service User Experience in Mental Health, published December 2011.  A long time ago but a very important piece of work, should be aware of it."

"National data says 6% did not feel as involved in agreeing their care as they wanted to be: My experience of talking to 1,000s of people would be a lot higher"

"Loads of room for improvement with crisis centres"

"Some really tragic stories out there which go against the NICE guidance"

"NICE standards are absolutely critical but the experience of people must continue to be improved"

Angela Newton's Biography:

Angela is the Director of Service User Involvement at Together and ensures that our well established approach to service user involvement and leadership is promoted, and our principles are maintained.

For over 17 years Angela has supported the growth and development of a range of service user led groups and projects. During this time Angela has worked alongside service users to develop a strong collective voice to guide the development, delivery and evaluation of mental health services.

Angela has served as a trustee for Rochdale Borough Wide User Forum, established an award winning service user led training programme and served as the Chair of Interrelate, an international coalition of service user leaders. Angela was also a member of the National Involvement Partnership’s Advisory Group tasked with establishing the 4PI National Service User Involvement Standards. She has also worked in partnership with a range of voluntary, statutory and private sector organisations to provide specialist advice and guidance about service user involvement, leadership and peer support. Angela also has a Postgraduate Diploma in Voluntary Sector Management.

Angela’s own lived experience of mental health issues enables her to truly understand the complexities of mental health service user leadership. She firmly believes that people’s lived experience should lead mental health services in every way, and is committed to enabling this to happen through her work at Together.

Angela Newton's Abstract:

The essential role of service user leadership in improving people’s experience of using mental health services is a central theme to the presentation. A summary of the NICE Quality Standard on Service User Experience in Mental Health is provided, along with a thought provoking critical analysis of the impact that this has had on a wide range of service user’s experiences. Reference is made to available quantitative and qualitative sources of information.

Future events of interest:

Mental Health Support for Asylum Seekers and Refugees Providing Emotional First Aid for Refugees, Second Annual Conference
Monday 22 May 2017 
De Vere West One Conference Centre, London

Dual Diagnosis: Implementing the NICE Guidance
Monday 5 June 2017 
De Vere West One Conference Centre, London

IAPT: Improving Psychological Therapies for Older People
Monday 19 June 2017 
De Vere West One Conference Centre, London

mplementing the NICE guidance for improving Mental Health Services For People with Learning Disabilities
Monday 26 June 2017 
De Vere West Once Conference Centre, London

Eating Disorders Summit: Implementing the new NICE guidelines
Monday 3 July 2017 
De Vere West One Conference Centre, London

The Mental Capacity Act Masterclass
Monday 10 July 2017 
De Vere West One Conference Centre, London

Deprivation of Liberty Safeguards: Towards the Liberty Protection Safeguards: Present practice and Implications of the 2017 Law Commission Report
Friday 14 July 2017 
De Vere West One Conference Centre, London

Learning from Outstanding Mental Health Services
Monday 17 July 2017 
De Vere West One Conference Centre, London

Early Intervention for Children and Young Adult: 2017 CAMHS National Summit
Friday 22 September 2017 
De Vere West One Conference Centre, London

Towards Zero Suicide: Preventing Suicide, Saving Lives
Friday 29 September 2017 
De Vere West One Conference Centre, London

Electronic Prescribing in Mental Health
Wednesday 18 October 2017 
The Studio Conference Centre, Birmingham

Masterclass: Deprivation of Liberty Safeguards
Tuesday 12 December 2017 
De Vere West One Conference Centre, London


12 May 2017

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