Service Users & Carers - Introduction

Our commitment to service users, carers, families and friends

The care and well-being of those who use our services is at the heart of what we do as an organisation. At Cygnet we are committed to providing the best possible care and support to our service users.

We are aware that carers, family members, friends or partners often provide valuable practical and emotional support to people with ill health or disability. We value and respect the significant role that carers, families and friends can play in the recovery and well-being of our service users and are committed to supporting those that carry out this vital role.

We want to be sure that the support that we provide to the carers, families and friends of our service users meets their needs. To help us understand whether we are getting it right, if you provide care for someone who is receiving care and treatment at a Cygnet hospital please help us to help you by completing the online survey below.

Shared information and confidentiality

The role of carer has a recognised status and can be fulfilled by family members, friends or partners. Carers are able to provide invaluable insight and information that may help the care team who are responsible for the person that is being cared for. Service users have the right to choose how much information we share with carers, family members, friends and partners and we have a duty to respect this right. Sometimes a service user may decide to stop sharing information, we recognise that this might be difficult but we have a legal obligation to respect their wishes. However, we will provide support if this situation arises.

Carers may be concerned about the potential for sharing information about a service user with a professional. Possible reasons for this are that it may damage their relationship with the person they care for or because it might cause that person undue emotional distress at that time.

When carers share information with us we respect their right to confidentiality and would only breach this, if it is in the best interests of the service user or public safety.


We recognise that visits from carers, family, friends and significant others can have a positive impact on the recovery and rehabilitation of our service users. For further information on visiting please view the visitors’ pages for the hospital that you want to visit. Go to Our Locations and select the hospital that you want.

The Mental Health Act

Many of the service users in our hospitals are with us because they have been detained under a section of the Mental Health Act (1983). Under this act service users have the right to know why they are detained and how long this detention can last.

For information about the Mental Health Act (1983) and the various sections of this Act please visit our Mental Health Act page.

Alternatively, for more information about the Mental Health Act as it relates to the admission of a family member or friend to a Cygnet Hospital; please contact the Mental Health Act Administrator at the admitting hospital.

Support for carers

The new Care Act 2014 places care and support law into a single, clear modern statute for the first time with the principle of individual wellbeing the driving force behind it. The Act aims to ensure that people will have clearer information and advice to help them navigate the system, and a more diverse, high quality range of support to choose from to meet their needs.

For the first time, carers will be put on the same legal footing as the people they care for, with extended rights to assessment, and new entitlements to support to meet their eligible needs. For more information about the Care Act 2014 below to visit the Department of Health website.

The staff that look after the person that you care for will support you with professional advice and information. We also provide information on a range of support networks on our website to find out more click here.

There are also national networks available which have specific information for carers, family and friends please see links below:

Compliments and complaints

We value and encourage feedback from our service users and those that support them. For information on how to provide us with feedback click here.


Together with various psychological and therapy-based approaches, the use of medication is an important element in the treatment of mental health illness. Our service users have access to Patient Information Leaflets (PILs) about any medication they may be prescribed.

For further information about some of the commonly prescribed medications please visit our Information on Medications page.

Common words and acronyms

For information about what common terms and acronyms mean please visit our Glossary of Terms.

Quick Links

More information & details on key Cygnet Health Care services.