TranslateCommunity Mental Health Service - User Survey
The Community Mental Health Service User Survey is sent out annually in August to those aged over 16 who have accessed community mental health services at Humber Teaching NHS Foundation Trust in April and May of that year.
The feedback we receive through the Community Mental Health Service User Survey is valuable in helping us understand what we are doing well and where we can improve. We actively encourage those who are contacted to take part and share their experiences, and we are committed to learning from feedback and using it to drive continuous improvement.
We want to showcase some of the work we have done because of the feedback provided over the last 12 months.
You said you weren’t always aware of having a care plan.
We are rolling out DIALOG+ across our services and staff are currently being trained to use this. DIALOG+ helps clinicians have conversations with service users about what matters most to them. It supports shared decision-making, goal setting, and care planning by focusing on areas of life that affect wellbeing and recovery.
You said that you wanted more support to access care and treatment.
We are working on improving how reasonable adjustments are identified, recorded and provided across the Trust.
We are introducing a digital flag on our electronic records system to let staff know when a person may need reasonable adjustments to access care and treatment. We are also helping staff build their knowledge and confidence in recognising and providing reasonable adjustments by sharing good practice examples.
In addition, we are working with service users and carers to develop information about reasonable adjustments, including what they are, why they are important, and how to ask for them.
You said you wanted more support with financial advice, benefits and the cost of living.
We have been working with local partners, including Citizens Advice Bureau, food banks and Yorkshire Energy Doctor, to strengthen support for service users affected by the cost-of-living crisis.
We have provided training and resources for staff, including Making Every Contact Count (MECC) training, to build confidence in having conversations about health, wellbeing and financial concerns.
Staff also use tools such as DIALOG+ and Recovery Star to better understand people's wider circumstances and connect them with practical support, including financial advice, budgeting, benefits guidance and community services.
You said you wanted to not have to keep repeating your mental health history.
In our Older People’s services, we have removed the need for a triage appointment and invite service users directly to assessment with easy access to treatment via our Community Treatment Service. This is reducing the need for service users to repeat themselves at two separate appointments.
You said you wanted more support for your physical health needs.
Across our Children’s and Adult Community Mental Health services, we are embedding conversations about and support for physical health needs including using the DIALOG+, medication clinics including the monitoring of medication side effects, liaison with other healthcare professionals such as Dieticians and promoting annual physical health checks for those with severe mental health conditions.
If you are invited to participate in the 2026 Community Mental Health Service User Survey, we would welcome your feedback.
Our Friends and Family test is always open if you want to share your views on an individual team.
If you’re looking for other ways to get involved in the development of our services, you can:
Visit the Connect website for more information on getting involved in the Humber Youth Action Group.
