Table 4.

Touch point category, themes for improvement and the implemented codesigned solutions from a mental health experience codesign intervention

Touch point broad service area of connection	All themes related to touch points for people living with severe mental illness and carers on what could be better	Codesigned solutions that were implemented within the funded period of the triala
Continuity of care: Holistic care	Facilitate connection between services Provide colocated medical and nonmedical services Integrated support for people with multiple and complex needs Consistency of support workers, staff rescheduling of appointments Service user‐driven care Knowing a story and what is happening in someone's care—relating to someone as a person	Designed and implemented a secondary worker process for when staff were on leave
Social connection (groups)	Providing a variety of groups, flexible drop‐in options to connect with other people Localized group with common needs, geographically local groups Worker presence in social activities Shared life experiences with group members not just membership based on illness	Newsletter options developed to share information Designed and implemented calendar of events to distribute via email and or web Provided WiFi access to service users to increase internet use for information finding Developed a Facebook page for organisation and service user contact
Communication	Better communication between outreach visits Communication about service changes and models of case management and progress made Follow up with someone when they try to connect to a service	Technical change to the voicemail system and answer machine messages updated Outreach policies updated at service Websites reviewed and updated in some services
Service engagement	Opportunity to give feedback and be updated on feedback Feeling heard Feeling needs are heard by the organisation	Designed and implemented a feedback system in conjunction with the distribution of calendar of events Implemented feedback box near reception
Physical infrastructure	Feeling welcome at service	Redesigned receptionist space for more of a welcoming experience on arrival and waiting
Public and private information	Public: Information about what groups exist at a service Private: Access to private information and treatment records	More information provided on websites
Carers	Informing and involving carers with updates about services provided to a person they care for Communication with and involvement of carers in care planning and outcomes Support options to carers for when they are unwell themselves Communication about support groups for carers directly Time to process information when first engaging at a service	Implemented carer peer support workers within service delivery Provided information to staff on the role of carer workers Designed new brochure and website updated (involved carers in the design of these) Increased activities for carers and options for access to self‐care programmes

^a Not all touch points for improvement were addressed within the codesign stage of the intervention due to trial limitations to focus on one area.