Excellence in Action partnered with Lancashire and South Cumbria NHS Foundation Trust to explore how people from ethnic minority communities experience mental health services, and how effectively the Trust connects with the communities it serves. The work was commissioned to move beyond assumptions and develop a clearer, evidence-based understanding of access, experience and outcomes for patients across the region.
At the heart of the partnership was a focus on listening. Alongside detailed analysis of patient data, the work brought together the voices of service users, carers and community groups to understand how services are perceived, where trust is built and where it is lacking. This combination of quantitative insight and lived experience provided a much richer and more honest picture of the reality for many people accessing care.
The findings highlighted important gaps, not just in outcomes, but in relationships. Community groups spoke openly about a lack of engagement, limited understanding and the need for more meaningful dialogue with the Trust. In response, the work set out clear recommendations to strengthen connections, improve communication and ensure that services are shaped with communities, not just for them.
This partnership is helping to shift the focus towards a more inclusive, community-led approach to care. By strengthening relationships and building greater understanding, Excellence in Action is supporting the Trust to create services that feel more accessible, more responsive and ultimately more equitable for the diverse communities it serves.