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Continuous improvement strategies are of increasing importance but difficult to establish and sustain. This paper uses multiple criteria decision‐making (MCDM), based on the analytical hierarchy process (AHP), as a means of systematising the decision process underlying strategy determination. A generic framework is developed to formulate an ideal strategy for a continuous improvement process (CIP) using AHP. The paper also discusses issues relating to consistency and sensitivity analysis.

The New Ways of Working (NWW) initiative was launched in 2004 to build a more flexible and skilled mental health workforce. This paper explores the journey through inpatient care under a new acute care team (ACT) model, piloted in Mersey Care NHS Trust as part of the redesign of services under the NWW. Fourteen service users were interviewed face‐to‐face, using an interview schedule of open‐ended questions administered by service user and carer interviewers. Service user perspectives on the admission process and inpatient care were reported as predominantly negative. Service user perspectives on the discharge process and aftercare were reported as predominantly positive. The need for clear and unambiguous care pathways, adequate information, good communication, and to have continuity of care and positive relationships with staff emerged as key themes.