At CNWL we believe providing high quality mental health care for each individual person is fundamentally important. Therefore, we are excited to announce that, in August, the NHS is again launching a major national survey on people’s experiences of using mental health services. If you used services in April or May 2026, you could be invited to take part and give your feedback on the quality of support you received.

In last year’s national survey, we received 216 responses from people aged 16 and over and they used the survey to tell us what is working well and what requires improvement. Thanks to their feedback, we were able to improve the way that care plans are made and discussed, so that many aspects of a patient’s life are considered when deciding how care should be provided. We are also doing more to involve family and friends, if the patient wants this.

How we used your feedback

In recent years, your feedback has helped us make our services more caring and more centred on patient needs. We made the following changes based on your suggestions:

• We support more people to have a review of their care and medication plan more often
• Where people want a loved one involved in their care, we are now doing more to make this happen.
• We have been improving the physical health checks and support offered to people using mental health services
• We are offering greater flexibility about how your appointments take place
• Last year, a record number of people told us they feel that care was delivered in a compassionate and respectful way.

These changes happened thanks to your feedback.

This year

People will be randomly chosen to take part in the national survey and then given the choice of completing it online or as a paper questionnaire. The survey is confidential, carried out by the Care Quality Commission and a dedicated Survey Coordination Centre at Picker. Your responses are not shared with our staff, so they will not see your answers. Participation in the survey will not affect your care or treatment. The NHS Community Mental Health Survey has Section 251 (NHS Act 2006) approval to process contact details.

Results will be published in Spring 2027 and will be used to assess and help improve Community Mental Health Trusts in England. What we learn will enable us to identify key priorities, helping to provide the very best care for you and our community.

If you are invited to take part, whether contact with our services was regular or minimal, know every voice is valued.

If you are invited to take part in the survey and need help completing it, please call Quality Health freephone helpline on: 0800 783 1775 or email the team on helpline-QH@iqvia.com

For more information about the survey, please visit http://www.cqc.org.uk/cmhsurvey.

For information about we use your data, please visit: https://cnwl-upgrade.franktesting.co.uk/patients-and-carers/your-information

Not selected to take part in this national survey but still want to give feedback?

Please click here to complete a short CNWL survey, or look out for an invitation to give your feedback via text. You can also give feedback directly to the team itself. Whichever way you give feedback, your views will be used to improve services.