Service User and Carer Survey

Your views on the use of digital technology to enhance the care and support offered by South West London & St George’s Mental Health NHS Trust.

In 2022 we will be launching the new Digital Strategy, which will shape how we use digital technology over the next 5 years. We need your support to help us to outline the key priorities and how we will achieve them in ways that best meet the needs of people who access our services. We recognise that there is no ‘one size fits all’ and we are committed to ensuring that the voices of people using our services are heard and that we co-design our approach in partnership with you.

When we talk about the use of digital technology, we are referring to the various elements of technology that might be used to make your experience of using our services better. In addition to the usual ways that the Trust offers services and support to people, due to Covid 19 we have had the opportunity to explore the potential to use digital technology in a variety of other ways and we want to build on what we have learnt.

Examples of what this could mean for people accessing services include, offering the option of:

·       Booking and cancelling appointments via a website or app

·       Communication by text message e.g. receiving a text that asks you reply to confirm your attendance at an appointment, or to give your feedback about a service.

·       Virtual appointments with your health care team, with audio and video so that you can see each other, without having to travel to hospital sites

·       Communication using a live chat function

·       Receiving letters by email

·       Viewing letters and details relating to your care online via a secure app or website

·       Accessing information via a website or app e.g. to access info on mental health drugs

We hope that your invaluable insights, experiences and preferences for the future will improve the quality of our services as well as making them more accessible.

By completing this survey you consent for the Trust to use your responses to help us to develop the Digital Strategy. Your responses will remain anonymous. There will also be further opportunities for you to contribute any additional ideas that you feel may help.

Please reach out to Chukwudi Anah if you would like to contribute or if you have any questions. Chukwudi.Anah@swlstg.nhs.uk

If you are responding as a carer, family or friend of someone who accesses trust services, please explain if you are referring to yourself or them in your answers.

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* 1. Are you a:

Service User

Carer of someone accessing services

Family or friend of someone accessing services

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* 2. On a scale of 1-5, 1 being very unfamiliar and 5 being very comfortable, how would you rank your ability to use the internet and mobile devices (laptop / smart phone etc).

Clear

i We adjusted the number you entered based on the slider’s scale.

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* 3. Think of a time when you felt you experienced ‘good’ care in your health journey. What made the experience positive for you?

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* 4. Can you think of a time when you felt your care could have been better?

A) What were the main problems you faced?

B) Is there anything in particular you think can be done to overcome these problems?

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* 5. Some of the changes we would like to make to our health services could mean that you need to have access to technology such as the internet and devices like a mobile phone or laptop that you can use to access information and services to support your health journey.

A) Do you own or have access to devices like this? Please list devices.

B) Do you have any concerns or objections to using them for your health needs? If so, please provide details.

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* 6. We want to make it quicker and easier for you to access and receive care. Care from home could be supported by devices that would pass information directly to your care provider and would require you to use a telephone or video chat to speak to your care team. You would still receive specialist care from hospital staff. How do you feel about this and how do you think it would impact your care?

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* 7. Do you have any further ideas about how we may be able to use digital / technology to make your lives easier?

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* 8. Please list any of the Trust services you use or have used in the past.

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* 9. Please select your age range.

Under 18

18-24

25-34

35-44

45-54

55-64

65+

Prefer not to say

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* 10. Please select the Borough you live in.

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* 11. What is your ethnicity?

White

Mixed or Multiple ethnic groups

Asian or Asian British

Black, African, Caribbean or Black British

Other ethnic group

Prefer not to say

Service User and Carer Survey

Question Title

* 1. Are you a:

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* 2. On a scale of 1-5, 1 being very unfamiliar and 5 being very comfortable, how would you rank your ability to use the internet and mobile devices (laptop / smart phone etc).

Question Title

* 3. Think of a time when you felt you experienced ‘good’ care in your health journey. What made the experience positive for you?

Question Title

* 4. Can you think of a time when you felt your care could have been better?

Question Title

* 5. Some of the changes we would like to make to our health services could mean that you need to have access to technology such as the internet and devices like a mobile phone or laptop that you can use to access information and services to support your health journey.

Question Title

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* 7. Do you have any further ideas about how we may be able to use digital / technology to make your lives easier?

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* 8. ​Please list any of the Trust services you use or have used in the past.

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* 9. Please select your age range.

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* 10. Please select the Borough you live in.

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* 11. What is your ethnicity?

* 8. Please list any of the Trust services you use or have used in the past.