Improving the experience of care for adults using NHS mental health services: summary of NICE guidance

Excellent service user experience is part of high quality healthcare, as well as a right and a necessity for all service users in the NHS.1 2 3 It is especially relevant for people with mental health problems, who often have repeated and/or prolonged contact with services, with nearly a quarter of adults meeting criteria for a diagnosis of mental disorder in England.4 Moreover, mental health problems are associated with considerable stigma in the health service, and users of mental health services, unlike any other health service users, can be detained and treated against their will under the Mental Health Act.5 National surveys of mental health service users show that, although most are satisfied with their care, a substantial minority have a poor experience of care and many report finding it difficult to access services especially during crises.6 Concerns have also been expressed about the quality of inpatient mental health services.7 This article summarises the most recent recommendations from the National Institute for Health and Clinical Excellence (NICE) on service users’ experience of adult mental health services; these recommendations come from the first NICE guidance for which a development group was chaired by a service user (jointly with a healthcare professional).8