Service user experience of the Norfolk youth service

Date28 February 2020
Pages85-98
DOIhttps://doi.org/10.1108/MHRJ-03-2019-0008
Published date28 February 2020
AuthorDavid Heavens,Joanne Hodgekins,Rebecca Lower,Joanne Spauls,Benjamin Carroll,Brioney Gee,Timothy Clarke,Jonathan Wilson
Subject MatterHealth & social care,Mental health
Service user experience of the Norfolk
youth service
David Heavens, Joanne Hodgekins, Rebecca Lower, Joanne Spauls, Benjamin Carroll,
Brioney Gee, Timothy Clarke and Jonathan Wilson
Abstract
Purpose There is an internationaldrive to improve mental health services for young people.This study
aims to investigateservice user experience of a youth mental health service in Norfolk,UK. In addition to
suggesting improvements to this service, recommendations are made for the development of youth
mentalhealth services in general.
Design/methodology/approach A mixed-methods approach was used. Quantitative data from
satisfaction questionnaires were analysed using descriptive statistics and compared between two time
points. A semi-structuredinterview was used to generate qualitativedata. Thematic analysis was used to
identify themes in the interview transcripts and triangulation was used to synthesise quantitative and
qualitativedata.
Findings Service users appeared satisfied with the service. Significant improvements in satisfaction
were foundbetween two time points. Qualitative analysis identifiedthree main themes that were important
to serviceusers, including support, information andpersonhood.
Practical implications Recommendations for the development of youth mental health services are
provided. Althoughthese are based on findings from the Norfolk youth service,they are likely to apply to
other mentalhealth services for young people.
Originality/value Mental health care for youngpeople requires significant improvement. The Norfolk
youth service is one of the firstservices of its kind in the UK. The findings from this study might be helpful
to considerin the development of youth mentalhealth services across the world.
Keywords Mental health, Adolescent, Young people, Youth, Service user, Community mental health
Paper type Research paper
1. Introduction
Approximately 50 per cent of mental health difficulties emerge by the mid-teensand 75 per
cent occur by the mid-20s (Kessler et al., 2007). This is a vulnerable period that involves
important developmental milestones (Gorter et al.,2014) and providing adequate care
during this time is vital (Simmons et al., 2014). Despite this, mental health provision often
involves a move from child and adolescentto adult services at 18 years of age (Broad et al.,
2017), leading to inadequate support when it is needed most (McGorry, 2007). This may
lead to poor outcomes (Gibb et al.,2010) and disengagement from services (McGorry,
2007).
The current structure of mental health care for young people is inadequate and change is
needed (McGorry et al., 2013). In recent years, there has been a drive to reform mental
health provision for children and young people, based on the International Declaration on
Youth Mental Health (Coughlan et al.,2013). In the UK, policy and guidance has placed
emphasis on transforming mental health services for young people (Department of Health
and Department of Education, 2017;National Health Service England, 2015;National
Health Service England, 2019). Several youth mental health models, offering support up to
David Heavens is based at
the Department of Child
Family and Young Person
Service, Norfolk and Suffolk
NHS Foundation Trust,
Norwich, UK.
Joanne Hodgekins is based
at the Department of
Clinical Psychology,
University of East Anglia,
Norwich, UK.
Rebecca Lower,
Joanne Spauls,
Benjamin Carroll,
Brioney Gee,
Timothy Clarke and
Jonathan Wilson are all
based at the Department of
Child Family and Young
Person Service, Norfolk and
Suffolk NHS Foundation
Trust, Norwich, UK.
Received 22 March 2019
Revised 6 December 2019
17 January 2020
Accepted 31 January 2020
The authors would like to thank
the participants who took part
in this study. They would also
like to thank members of the
Norfolk youth service council
who provided guidance on the
content and structure of the
semi-structured interview.
DOI 10.1108/MHRJ-03-2019-0008 VOL. 25 NO. 1 2020, pp. 85-98, ©Emerald Publishing Limited, ISSN 1361-9322 jMENTAL HEALTH REVIEW JOURNAL jPAGE 85

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