Excellence Maintained

The Clackmannanshire Integrated Mental Health Service – a partnership between NHS Forth Valley and Clackmannanshire Council – has again been recognised for its excellence. Following a two day inspection which included meeting staff in all parts of the service and a broad range of customers, the service has retained CSE (Customer Service Excellence) accreditation which they have held since 2010.

As well as being fully compliant in each of the 57 elements inspected, the external assessor has also awarded Compliance Plus status in three categories. Compliance Plus is awarded where the assessor feels there is something that stands out, promotes good practice and could be used by other services.

To achieve the award, the service had to provide evidence that they had in-depth knowledge of their customers, a culture of public service, excellent standards of public information and access, and high standards of service delivery and customer care.

The integrated service, which specialises in the treatment of mental health problems, was established in April 2003, and employs around 50 staff with a wide range of skills and professions.

What the Assessors Say

“Strong policies and procedures remain in place to promote top class customer service.”

“Senior managers and staff wholeheartedly display huge pride, quite justifiably, in delivering this level of service.”

“Initiatives for hard to reach customers are very effective and groups such as travelling people, raising awareness in schools and customers requiring community access have been reached.”