Enter and View Report - Merrick House | Healthwatch Countydurham

This report presents the findings from our authorised representatives' 'Enter and View' visit to Merrick House, where they gathered valuable feedback from patients.

Our trained representatives went into Merrick House on 20th February 2024 to get feedback from the patients using the adult community mental health service. 23 people shared a range of experiences and feedback with us on the day.

Recommendations

Look to improve staff wellbeing which should reduce staff sickness and improve staff retention.
Ensure staff consistency is maintained where possible to reduce service user's anxiety and disruption.
Look at improving the phone system to ensure it is always answered.
Look at installing technology that can provide a queueing system for calls.
Address overcrowding in Merrick House.
Utilise other less clinical spaces within the community.
Look at how to support people better whilst on a waitlist.
Ensure service users know who to contact about their support.
Improve communication to service users who require additional support or find themselves in a crisis or struggling.