Navigo’s community mental health services have once again been recognised for delivering exceptional care in the latest Care Quality Commission (CQC) Community Mental Health Survey.
The national report outlines the experiences of people who accessed NHS community mental health support between 1 April and 31 May 2024.
People of all ages who used Navigo services were asked how their care and treatment was organised, planned and reviewed. Other factors considered included the standard of crisis care, the support and wellbeing provided, and people’s overall evaluation of the care they received.
For the sixth consecutive year, Navigo has outperformed national trust averages, with service users reporting significantly better experiences in several key areas of care.
Mike Reeve, Navigo Deputy Chief Executive, said: “These latest results are a huge credit to our incredible teams across the organisation.
“The people who use our services are at the heart of everything we do. To see their experiences reflected so positively, especially in vital areas like support while waiting and crisis access, is a strong affirmation of the care and compassion our staff bring to their work every day.”
Respondents praised the quality and consistency of support received while waiting for services, highlighting Navigo’s proactive approach in maintaining timely communication and offering reassurance throughout the process.
People also reported feeling more confident in how to access help during a mental health crisis. This improvement has strengthened Navigo’s ability to offer vital support when individuals need it most.
People who used Navigo services gave highly positive feedback around respect, dignity and compassion. These responses reflect the person-centred approach and professionalism consistently demonstrated by Navigo staff in their daily interactions.
Psychological therapies also received strong feedback, particularly in relation to privacy, confidentiality and the overall quality of care.
Andy Laughton, Assistant Director for Community Mental Health Services, added: “We’re proud that for another year, the feedback from our service users has been so positive. It’s thanks to their honesty — not just when things go right, but especially when they don’t — that we’re able to learn, improve and continue growing. Every piece of feedback helps us shape a better service.
“Working more closely with primary care and community partners has been key to building a service that truly responds to people’s needs in a familiar, supportive environment.”
This year’s recognition builds on the ongoing transformation of community mental health services across North East Lincolnshire. Navigo’s model, developed in partnership with Primary Care Networks (PCNs), GPs, social care teams, and voluntary sector organisations, enables individuals with complex mental health conditions – including psychosis, bipolar disorder and eating disorders – to receive more holistic and joined-up care closer to home.
Freedom Nwokedi, Assistant Director for Older People’s Mental Health Services, said: “We know that older people in our community can sometimes face extra challenges in accessing mental health support. That’s why we’ve worked hard to make sure help is available quickly, compassionately and in ways that feel comfortable and familiar."
These results mark the sixth year in a row that Navigo’s community services have been rated highly by the independent regulator, reinforcing its position as one of the country’s most consistently praised mental health providers.
If you’re experiencing a mental health crisis and need urgent support, you can call the 24/7 Single Point of Access on (01472) 256256 and select option 3. Alternatively, you can call NHS 111 free from a landline or mobile phone.
If you’d rather text than talk on the phone, you can text ORANGE to 85258 to contact a trained volunteer from Shout. They’ll be able to help you reach a place of calm and, if necessary, signpost you to local services. This is a free, 24/7 service.