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Between January and March 2026, 152 people across Medway and Swale shared their experiences of mental health care. This feedback, gathered through local mental health network meetings, highlights what is working well and where improvements are needed to better support people across the area.
Positive experiences of care and support
Many people described positive interactions with mental health services, particularly when it came to the care and compassion shown by staff. Individuals praised professionals for listening, offering reassurance, and providing support during times of crisis.
Services such as Mental Health Together and hospital-based liaison psychiatry teams were highlighted for making a meaningful difference. People reported feeling heard and supported during difficult moments, with some crediting these services as the most positive part of their overall care experience. Community organisations and charities also played an important role, offering ongoing support, signposting, and safe spaces for those in need.
Growing concerns about discharge from services
A key issue raised this quarter was people’s experiences of being discharged from mental health services. Feedback on discharge was largely negative and became more prominent compared to previous reporting periods.
People reported feeling that discharge decisions were sometimes made too early, without enough planning or support in place. In some cases, this resulted in individuals feeling unprepared, leading to further distress or even readmission to services.
Concerns were also raised about a lack of communication between services, particularly between inpatient and community teams. This sometimes created gaps in care, where people felt unsupported during the transition back into the community.
For some, the experience of discharge left them feeling isolated and unsure where to turn for help. These experiences highlight the importance of clear planning, joined-up working, and ensuring people have the right support in place before leaving services.
Medication and emerging themes
Medication, prescriptions, and dispensing also emerged as a key topic this quarter, despite not being a major issue previously. While experiences varied, this reflects a growing need to better understand and respond to people’s concerns around treatment options and access to medication.
Improvements in waiting times
There were some encouraging signs of progress. Negative feedback about waiting times and access to treatment decreased compared to 2025, suggesting that efforts to improve timeliness may be having a positive impact.
The importance of joined-up care
Across many of the experiences shared, a common theme was the need for better coordination between services. When care is well-connected and communication is clear, people are more likely to feel supported and achieve better outcomes.
Moving forward
These insights provide a valuable opportunity for organisations across Medway and Swale to reflect and improve. While many people are receiving compassionate and effective care, challenges around discharge processes, communication, and continuity of support remain.
By working together and listening to lived experiences, local services can continue to strengthen mental health support, ensuring people feel safe, supported, and confident throughout their care journey.
