Professor Tim Kendall, Director, National Collaborating Centre for Mental Health, introduces the new NICE quality standards for mental health service user experience.

1. Improving service user experience in adult mental health – NICE guidance and National Quality Standard Patient Experience Annual Conference, 9 November 2011 The King’s Fund Professor Tim Kendall Director of National Collaborating Centre for Mental Health, Royal College of Psychiatrists and Visiting Professor UCL Medical Director and Consultant Psychiatrist for homeless people, Sheffield Health and Social Care Trust

15. A framework for person-centred health care Picker Institute Europe, 2009 Involvement in decisions & respect for preferences Clear, comprehensible information & support for self-care Emotional support, empathy & respect The relationship between individual service users and professionals Fast access to reliable health advice The way that services and systems work Effective treatment delivered by trusted professionals Attention to physical & environmental needs Involvement of, & support for, family & carers Continuity of care & smooth transitions

16. Key points on the care pathway (Non-acute care) Access Assessment Community care (including discharge)

17. Key points on the care pathway (Acute care) Discharge/ transfer of care Assessment and referral in crisis Hospital care Assessment/ admission under the MHA Receiving compulsory treatment under the MHA

18. A matrix for service user experience Dimensions of person-centred care Pathway of care High quality care Key problems triangulated Possible interventions Recommendations Quality statement