People at the workshop

News
Mood clinic engagement: considering how we gather information from service users


Mersey Care NHS Foundation Trust is developing a new mood clinic service for Cheshire and Merseyside. On 1 October 2024, M-RIC’s Patient and Public Involvement and Engagement team held a workshop with service user and carer representatives and public advisors about the mood clinic. The aim was to learn what should be considered to gather meaningful information from patients about their social needs.

The art of asking; improving conversations in the mood clinic

The workshop explored with participants the question: “What monitoring questions should the mood clinic ask everyone about their social needs, for service development?”.

Key questions raised during the workshop

  • What are the main things in your life that affect your mood? This question encourages individuals to reflect on the broader social determinants (non-medical factors) that affect our mental health, such as relationships, housing, employment, financial stress, or physical health.
  • Would you be happy to answer questions about this? The group discussed how comfortable service users might feel answering personal questions about their social circumstances and how best to frame these inquiries to ensure that patients feel respected and supported.
  • What should a mood clinic (or any mental health service) do with this information once it has been collected? Participants highlighted the importance of ensuring that collected data is used to improve patient outcomes. There was agreement that the information should not just be gathered for monitoring but should actively inform care, guide referrals to appropriate services, and be followed up consistently.

Discussion themes

1. A flexible and supportive approach

Offering patients a choice in how they provide information is crucial. Whether they prefer to talk in person or complete a questionnaire, the method should suit their needs. Some may find it easier to open up through conversation, while others may prefer to write about their views and experiences. Whatever the choice, the aim is to make the process as inclusive as possible.

It’s essential that these interactions feel personal, not like another tick-box exercise. For example, a questionnaire or checklist can serve as a prompt, but the real value comes from the conversation that follows. By allowing flexibility in how questions are answered — whether verbally or in writing — you can accommodate those with literacy challenges, disabilities, or other preferences. Most importantly, asking with empathy and respect shows patients that they matter.

 2. Ensuring privacy and comfort

Where and how you ask these questions is just as important as what you ask. A busy GP reception area isn’t the right place for sensitive health discussions. Patients need privacy and confidentiality to feel comfortable sharing their concerns. Conducting these conversations in a private room, away from other patients, ensures that they are heard without fear of being overheard.

Confidentiality is key to building trust. Patients need assurance that their personal information will be handled sensitively and that it will be shared only with their permission. This is particularly important when signposting patients to other services, such as debt advice or relationship counselling. Patients should not have to repeat their story multiple times, which is why gaining permission to share their information with relevant services is so important.

 3. When to ask and how often

Timing plays a critical role in patient engagement. For some, it’s best to ask about their concerns at the start of their first appointment, while others may need time to build trust before opening up. Asking regularly and consistently about how they’ve been feeling—not just on the day of the appointment but in the weeks leading up—offers a more comprehensive view of their health.

This ongoing engagement helps create a ‘shared understanding of where you are now’. Regularly updating this data, potentially in a digital format, allows for better monitoring and a more accurate picture of the patient’s condition over time. Follow-up is essential, especially when referrals have been made to other services. Has the referral been actioned? Did it work? How has it affected the patient’s well-being and mood? Ensuring that past referrals are followed up can help close the loop and show that the patient’s concerns are taken seriously.

4. Attitude, and manner of the person asking

Who asks the questions, and how they ask, can make or break the conversation.

Patients should feel comfortable with the person they’re talking to, and sometimes they may prefer an impartial third party rather than a familiar clinician. Empathy, warmth, and professionalism are essential, but the manner shouldn’t be patronising or overly familiar.

The person asking should also be someone who listens, is trauma-informed, and understands the patient’s past experiences — particularly if they’ve had negative interactions with services before. If a patient feels the clinician isn’t the right fit, they should have the choice to change. A respectful, understanding approach helps to build trust, and non-verbal cues like facial expressions and body language play a big part. If a patient senses insincerity, they are less likely to open up.

5. A collaborative approach

Healthcare is a team effort, and patients often benefit from involving others, such as family members or carers, in their care. This triangle of care—patient, family, and healthcare professional — can provide a broader understanding of the patient’s needs. However, this should only happen with the patient’s consent. For some, involving others might feel overwhelming, while others might find it supportive.

It’s also important to consider those who cannot speak for themselves, either due to physical or cognitive limitations. In these cases, advocates or care coordinators can play a crucial role in ensuring that the patient’s voice is still heard, and their needs are addressed.

Other important considerations

  • How patients are coping in their day-to-day lives, not just their mental health symptoms.
  • How past experiences with health services have affected their trust or willingness to engage.
  • What support networks are available to them (family, carers, community resources).

 

 

Examples of the workshop feedback


Jahanara Miah, M-RIC Patient and Public Involvement and Engagement Lead said:

Collecting data from patients is more than a checkbox exercise; it’s about building relationships, providing support, and ensuring that every interaction has meaning. While there’s general agreement that asking questions and gathering information is important, it must be done in a thoughtful and considerate way.

“The workshop showed how important the concept of mattering is. When patients feel that their concerns are being listened to and acted upon, they feel valued. Follow-up conversations to address previous issues or referrals show that healthcare professionals are committed to the patient’s ongoing care. However, any referrals must be to high-quality services, as poor experiences can erode trust in the healthcare system.

“Offering flexible methods for sharing information, ensuring privacy, and timing the questions appropriately are key to creating an environment where patients feel comfortable and valued.

“By involving others where appropriate, ensuring referrals lead to quality care, and making sure that collected data is used to genuinely help the patient, healthcare professionals can transform these conversations into meaningful interactions that truly support the patient’s wellbeing. In the end, it’s not just about collecting data—it’s about making every interaction count.


What next?

The mood clinic team will incorporate feedback from the workshop into the clinic’s approach to patient engagement and care. This will ensure that the themes and priorities raised are meaningfully addressed