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In January 2024, NHS England published statutory guidance on discharge from mental health inpatient settings. It sets out how NHS bodies and local authorities should work together to ensure effective discharge planning and that people receive the right support in the community. Principles 5 and 6 of the guidance particularly emphasise that communication across organisations is key to a safe and informed discharge:
There should be ongoing communication between hospital teams and community services involved in onward care during admission and post-discharge.
Information should be shared effectively across relevant health and care teams and organisations across the system to support the best outcomes for the person.
EK360 found that people receiving mental health crisis support from community mental health teams and home treatment teams faced greater challenges during discharge than those using other mental health services. Many were discharged without adequate follow-up support or treatment plans, leading to poorer outcomes, including re-entering crisis.
13% of what people in East Kent told us about mental health support from January to March 2026 related to negative experiences about discharge, while 15% concerned negative experiences about communication between staff and patients. This compares with 10% and 7% respectively across the rest of Kent and Medway. We found that these key topics often intersected, with some individuals reporting gaps in communication during the discharge process.
“I've been discharged [by Mental Health Together] without my knowing. They haven't bothered keeping in contact with me. I was under the impression that I was waiting for some therapy or support … as I had completed an assessment and been engaging with them, and nobody has been checking in on me. … This has not done my mental health any good. There’s been some breakdown in communication somewhere.”
Drawing on these insights, several stakeholders at the East Kent Local Mental Health Network stressed the need for services to improve communication and deliver clearer discharge plans, stating that many individuals feel confused about where they are in their care journey and what post-discharge support is available. One stakeholder suggested a lack of responsibility and accountability across services, leaving many individuals in a cycle of referrals and discharge, something which was also identified in the EK360 report on crisis support. Additionally, poor interpersonal interactions between staff and patients during the discharge process can further fragment communication at a time when an individual should feel supported and reassured as they transition out of services and into the community. should feel supported and reassured as they transition out of services and into the community.
Stakeholders also recognised the instrumental role of Kent and Medway safe havens in supporting individuals and improving outcomes, including reducing the likelihood of re-admissions. However, some expressed concern that services may be becoming overly reliant on safe havens, rather than planning personalised discharge support. A manager at a local safe haven suggested that greater involvement of safe havens in discharge planning could improve continuity of care and reassure individuals that appropriate support is available once they leave services.
These Mental Health Voice insights are consistent with Kent and Medway Mental Health NHS Trust patient feedback from April and May 2026 in regards to people being discharged from services without clear explanation or follow-up. The trust identified discharge planning as a key area to improve, including improving communication around discharge and care plans with families and carers. The trust are implementing actions such as sharing best practice from high-performing wards and strengthening enhanced person-centred planning.
What’s next?
We will continue to monitor this through the Local Mental Health Network, working with the Kent and Medway Mental Health NHS Trust, NHS Kent and Medway integrated care board and other partners to ensure the voice of residents is informing improvements in this area.
