Welcome to Adult Mental Health Inpatient Services

Transcription

1 Welcome to Adult Mental Health Inpatient Services Information booklet Providing care all of us would recommend to family and friends Patient Information Folders.indd 1 02/12/ :48:27

2 Welcome Patient Information Folders.indd 2 02/12/ :48:27

3 Patient Information Folders.indd 3 02/12/ :48:27 Welcome

4 Mental Health Adult Inpatient Services Information booklet Welcome to Mental Health Inpatient Services. We hope that you will be as comfortable as possible during your stay. The aim of this booklet is to give you, your relatives and friends information about what you can expect during your stay and help you settle into the hospital by answering any questions you may have. If you have any worries or difficulties, please remember that all staff are here to help you and will be happy to answer any questions you may have about your care. Choice and preferences We want to give you as much choice as possible in your care and treatment. By making different choices available, we hope you will feel your care is designed to meet your needs and takes account of your personal preferences. There may be dietary requirements, dress codes and cultural practices that are important to you and your family. Your named nurse (the member of staff who will help you during your stay on the ward) will discuss your needs with you and will make sure that the ward team know about your preferences and respect them at all times. Our vision statement: Providing care all of us would recommend to family and friends Patient Information Folders.indd 4 02/12/ :48:27

5 When you come into hospital What to bring with you Items you may like to bring What you should not bring Staff you may meet during your stay Being admitted What to bring with you When you come into hospital, we suggest you bring the following. Two or three changes of comfortable clothing. Nightwear, dressing gown and slippers. Toiletries and washbag. Medication - if you are on any medication that has been prescribed by your GP (for your physical or mental health) you should bring this with you and give it to a member of staff when you are admitted. Any aid to help you with walking, hearing or vision that you usually need. Most of the wards have laundry facilities available. If you need any help, please ask any member of staff. We will take care to make sure your belongings are looked after, but occasionally items can be mislaid, so you may want to label your clothes with your name. If any of your belongings are mislaid, please speak to a member of staff who will be able to help. Dorset HealthCare University NHS Foundation Trust is unable to accept responsibility or liability for property you bring onto health services premises, unless you hand it in for safe keeping and get an official receipt for it. Other items you may like to bring Diary, notebook and writing materials A few photographs of family and friends Books, magazines, something to read If there are other items you would like to bring into hospital to make your stay more comfortable, please speak to a member of staff who can advise you about this. What you should not bring with you We recommend you do not bring large amounts of clothing, property, cash, chequebooks, credit cards, jewellery or any other valuables with you. You should only bring enough cash for day-to-day purchases. We can keep your cash safely in the Patients Bank. You should leave any non-prescription medication, such as cough or cold remedies, at home. If you are feeling unwell when you are in hospital the doctor can prescribe medication for you. Sharp objects - for example, knives and scissors - are not allowed on the hospital premises. If you have any sharp objects please give them to a member of staff. Alcohol and illegal drugs (this includes cannabis), and legal highs (for example, mephedrone, Ivory Wave and 5-IT) are not allowed on the hospital premises. Patient Information Folders.indd 5 02/12/ :48:27

6 Your property When you come into hospital, two members of staff will check any property you have with you and make a written note of it. As outlined above, for security, any valuables you bring with you should be placed into safekeeping. For more information on the Patients Bank please see page 16. We regret that we cannot be responsible for valuable items that you have not handed into safekeeping Staff you may meet during your stay Mental-health workers come from a variety of different backgrounds. They work within a multidisciplinary team, providing care and support for people with mental-health problems, their carers and their families. A multi-disciplinary team can include the following staff groups. Medical staff Consultant psychiatrists are doctors who have had further training to specialise in mentalhealth problems. You will usually meet your consultant for a review each week (sometimes more often). At this review you and your family or carer can discuss your care while in hospital with representatives from your care team. Where necessary, it will be the consultant who will diagnose any conditions and prescribe medication. Other doctors support the consultant psychiatrist to care for you. These include staff grade doctors, specialist doctors and speciality training doctors. Registered nurses are there to support your mental health and medical care while you are in hospital. They will help you take any medication the doctor prescribes. While you are in hospital you will be allocated a specific healthcare professional, who will work closely with you and your family during your stay. Mental-health support workers help the registered nursing staff with your day-to-day needs and the smooth running of the ward. This helps to make sure you will benefit as much as possible in an appropriate therapeutic environment. You may also come into contact with other staff such as physiotherapists, dietitians and community staff (known as community mental-health nurses). All staff are dedicated to making sure you receive the highest standard of treatment and care throughout your contact with Mental Health Services. Other health professionals Occupational therapists assess how your physical and mental-health problems affect your ability to fully function in your home, at work, and in social situations. They also arrange some activities for you to take part in and make sure these activities meet your needs, along with the needs of staff, on the wards. Activities co-ordinators support the occupational therapists by delivering a range of creative and skills-development groups as part of the occupational therapy programme. Clinical psychologists offer a wide range of specialist psychological assessments and treatments for people experiencing mental-health difficulties, for example neuropsychological assessment for memory problems and cognitive behavioural therapy for anxiety and depression. Patient Information Folders.indd 6 02/12/ :48:27

7 Social Services Social workers have a number of responsibilities, including making any necessary arrangements for when you are ready to leave hospital. They consider your health, social and domestic circumstances, family support, finances and other aspects of your past and present life that are relevant to your mental health. Approved mental-health professionals have similar responsibilities to social workers but can help with specific arrangements relating to the Mental Health Act and have had extra training to work with other mental-health professionals when this is necessary. Students The trust uses work-experience placements and students who are training. If you would prefer them not to be involved in your care, please let a member of staff know. Coming into hospital The information below explains what you can expect when you are admitted to hospital. Why have I had to come into hospital? Coming into hospital can be very worrying, especially for the first time. However, there can be times when coming to hospital is the best option for you. During your stay, we will assess your mental-health needs and agree with you what would be the most appropriate treatment. Our aim is to get you feeling better as quickly as possible and back to your home life. What will happen during the first 24 hours? Whether your stay in hospital has been planned or is an emergency you should expect the following within the first 24 hours. Mental health Shortly after arriving you will usually be seen by a doctor and a nurse. They will talk to you about the difficulties you have been experiencing and what we can do to help you feel better. This is called assessment. They will use what you tell us to plan, with you, your support, care and treatment. Physical health Your physical health is important too, so with your permission, the doctor will check your physical health and may arrange some routine checks, such as a blood or urine test. Staff will also ask you about your general health and daily activities such as: sleeping, eating, drinking and smoking; and any treatment for existing illness, for example diabetes or high blood pressure. If the doctor feels that your physical-health needs are greater than your mental-health needs, they may refer you to a general hospital. Patient Information Folders.indd 7 02/12/ :48:27

8 Examinations During your stay in the hospital, we will need to carry out a physical examination, during which we will treat you with dignity and respect at all times. If you want to, you can have a companion or chaperone with you for any part of this examination. Please let staff know if you want this. Welcome and tour A member of staff will show you around the ward and to your bedroom, and introduce you to staff and the other patients. Leaving hospital The doctor or a member of staff will discuss with you how long you can expect to stay in hospital. Our aim is to keep your stay as short as possible. Once you leave, we may have to transfer your care to a community-based team. You can expect your leaving arrangements to be planned from an early stage of your stay to make sure all appropriate arrangements are in place when you are ready to go home. Information provided to relatives and carers We may give your relatives and carers phone numbers and contact details (these are included in the ward leaflet of the ward you will be staying on). Visiting times are included in the ward leaflet. We will not share information about you, unless you give your permission. Feedback We understand that being in hospital is a difficult and often unsettling time. We want to make sure that your stay with us helps your recovery and that we understand what you need to help you get better. Part of this is understanding the experience you have when you are in hospital. To help with this, we ask all patients to take part in our Service User s Experience Survey and to rate their experience once they have left. This helps us to assess our services and make sure we provide the kind of care we would want ourselves. We welcome your feedback and take your views and comments very seriously. There are a number of ways you can give us feedback, including: using comments and suggestion boxes; filling in surveys in information kiosks; and talking to a member of staff. Patient Information Folders.indd 8 02/12/ :48:27

9 Your stay Which ward will I be on? Information about the wards in the hospital Which ward will I be on? When you are first admitted to hospital, you will usually be placed onto an acute assessment unit. There are two acute assessment units (AAUs) - one in Poole and one in Dorchester. Seaview Ward (acute assessment unit), St Ann s Hospital, Poole Seaview Ward has 14 beds. The purpose of the ward is to offer comprehensive assessments, in separate areas, for men and women with serious mental ill health, helping them to have shorter stays in hospital and develop clear plans. Waterson (acute assessment unit), Forston Clinic, Dorchester Waterston Ward has 13 beds. The purpose of the ward is to offer comprehensive assessments, in separate areas, for both men and women with serious mental ill health, helping them to have shorter stays in hospital and develop clear plans. Following your assessment on an AAU, we will either discharge you with support from the crisis and home treatment team or your community mental-health team (or both) or transfer you from the AAU to one of our mental-health wards. Each ward has been designated to look after patients with different needs. Information about the wards in the hospital Harbour Ward Harbour Ward is a treatment ward for male patients. It has 16 beds. Although the ward is for men only, there are female members of staff who work on the ward (including nursing and medical staff). Dudsbury Ward Dudsbury Ward is a female treatment ward. It has 19 beds. Although the ward is for women only, there are male members of staff who work on the ward (including nursing and medical staff). Haven Ward (PICU) Haven Ward is a six-bed psychiatric intensive care unit (PICU), which provides treatment and care for people who have complex needs and who need a higher level of support. Haven uses zoning a system where care can be targeted to those patients who are most in need. Twynham Ward Twynham Ward is a 12-bed low-secure unit for men which provides intensive and comprehensive rehabilitation services to mentally disordered offenders. Although the ward is for men only, there are female members of staff who work on the ward (including nursing and medical staff). Patient Information Folders.indd 9 02/12/ :48:27

10 Linden Unit Linden is on the outskirts of Weymouth. It is a short-stay unit for people of all ages, who have functional disorders (such as schizophrenia or bipolar disorder) or addictions. There are 16 single rooms on the unit. There is a garden, a relaxation room, a women-only lounge and a resource room for patients and their carers to find out more about mental illness and treatments. Ward meetings All wards run regular meetings for patients, usually known as community meetings. This is a chance to raise concerns you may have and to talk to staff and other patients about them. You can always raise any concerns with a member of staff if you want to. All ward staff will listen to any concerns you may have and will try to sort out any issues as quickly as possible. Same-sex accommodation Everyone has the right to high-quality care that is safe, effective and respects their privacy and dignity. We are committed to providing you with accommodation that meets same-sex standards, because it helps to protect your privacy and dignity when you may be at your most vulnerable. We are proud that all of our wards keep to the same-sex accommodation standards and that we no longer have mixed-sex accommodation. Our aim is to provide single-sex accommodation throughout the hospital and we have redesigned our wards (as far as we are allowed) to meet these standards. However, where this is not possible due to the design of buildings, wards have clearly marked separate male and female ends. When you are admitted to hospital you may be on a ward with people of the opposite sex but we guarantee that you will only share the room or bay where you sleep with someone of the same sex as yourself (this includes toilets and bathrooms). There may be some areas of the ward which you will share, such as day lounge or dining areas. However, there are also clearly marked women-only day rooms if you want to use them. You are likely to meet staff of the opposite sex who are working on the ward and they will enter the singlesex areas when necessary to do their job. If you prefer, we will make sure that all of your personal care is carried out by a member of staff of the same sex. You may also meet people of the opposite sex who are visiting other patients on the ward. We recognise that coming into hospital can be a vulnerable time for you and that this can contribute to feeling unsafe. If you are feeling unsafe when on the ward or unit please let staff know so that they can work with you to help deal with whatever is causing it. Patient Information Folders.indd 10 02/12/ :48:27

11 Your care Assessment and treatment Recovery Leaving hospital Assessment Staff will assess your mental, physical, social and psychological needs. This may also include an assessment of any dual diagnosis needs you may have, such as alcohol or drugs, which may cause your mental ill health to become worse and lead to prolonged episodes of illness. We will treat you with respect and dignity at all times. The multi-disciplinary team will regularly review your care plan. If you would like them to, your next of kin, carer or representative can ask to speak to the consultant psychiatrist or doctor about your care. Treatment Following your first assessment, a member of staff will work with you to help you decide your treatment and what you would like included in your care plan. We will regularly review this with you to reflect changes in your condition or your wishes. We have outlined below the range of different treatments, therapies and interventions which may form part of your care plan. Medication - Your doctor may have prescribed medication as part of your treatment to help you feel better. If you would like some facts about the medication you are taking, please ask a member of staff. Or, you can get leaflets from one of the kiosks or from the internet at the following website. If you have a mental-health crisis after you have left hospital, phone the crisis team on the relevant number below. (Out of hours 5pm to 9am, Monday to Friday. All day Saturday, Sunday and bank holidays.) For East Dorset (Bournemouth, Poole, and South and East Dorset) For West Dorset (Dorchester, Sherborne, Shaftesbury, Bridport, Blandford, Weymouth and Portland) Therapies - A staff member will identify your needs and develop a treatment plan that helps you take part in everyday activities. As part of your plan they may recommend that you take part in therapeutic activities run by other professionals. Patient Information Folders.indd 11 02/12/ :48:27

12 Recovery To help your recovery, we aim for you to work jointly with your carers and we involve you when planning your care while on the ward. It helps you to take responsibility for your recovery. The nurses role is to help and guide you to gain understanding and finding ways of helping you to recover. The tidal model is a theory-based approach to mental-health nursing which emphasises developing an understanding of your nursing needs. It also focuses on developing a therapeutic relationship through one-to-one work with you, helping you feel you have a say and that you are a part of the team providing your care, resulting in a quicker recovery time. This forms part of the talking therapies we offer when you are admitted. On the ward, there is listed a timetable of activities you can get involved with. These include village walks, arts and crafts, outings and sports groups. Leaving hospital When you are feeling better and it is agreed you are well enough to go home, we will arrange to discharge you. You may be discharged to your home address or to supported housing with access to a community mental-health team or day hospital services (or both). Once a date has been agreed for your discharge and any arrangements have been made to help with this, (such as housing needs, benefits, and taking your family circumstances into consideration), we will give you an appointment for a follow-up with a member of one of our community mental-health teams. We will give you this appointment before you leave the hospital. This follow-up should be carried out within seven days of you leaving hospital. Please speak to a member of the ward staff if your discharge is delayed for any reason. They will explain why this has happened and when you can expect to leave. Depending on your circumstances and the follow-up care and treatment you need, you may be under the care programme approach (also known as CPA) or standard care. We use these to plan and provide care across health and social services and to make sure that we identify and meet all your care needs. Either a care co-ordinator (for CPA) or a lead professional (for standard care), along with the multi-disciplinary team, will work closely with you to identify your needs and how we can best meet these needs. They can support you in getting help. You can find more information on community mental-health teams in our leaflet Who we are and how we can help. The following facilities are available for you during your stay. If you would like more information on any of the areas listed below please speak to a member of staff. Patient Information Folders.indd 12 02/12/ :48:27

13 Facilities and visiting information Accommodation and meals Facilities Recreation Visiting information General safety and confidentiality Accommodation and meals The following facilities are available for you during your stay. If you would like more information on any of the areas listed below please speak to a member of staff. Meals are generally served in the ward dining rooms between the following times. Breakfast Lunch Supper 8am to 9am 12 noon to 1pm 5.30pm to 6.30pm These times may change slightly. If they do we will tell you in the ward leaflets, or you can check with a member of staff Accommodation - All wards have single-sex bedrooms these may be single or shared rooms. You will not share a sleeping area with a member of the opposite sex. Single-sex lounges are also available. These have a television and music system. However, we ask that you keep the volume to a reasonable level for the comfort of other people. Food and drink - Our menus are drawn up by a team of chefs, dieticians, nurses and patients. We try to provide as much choice and variety as possible. However, if you have any specific dietary needs please let a staff member know and we will do our best to make sure that they are met. There is also a range of foods and snacks which can be prepared on the ward 24 hours a day if you feel hungry between meals. Refreshments such as tea, coffee, water, fruit and cakes are available on each ward for you to help yourselves to. Facilities Post - Facilities are available for you to send and receive post. Hairdresser - A hairdresser is available on request. Please ask a staff member for prices. Ward activities - The wards organise a range of therapeutic activities for you to get involved in (for example, music, board games, arts and crafts). Laundry - There is a laundry service available for your clothing. Your bed linen will be changed as needed (at least weekly) but if you need something in between, please ask a staff member. Appliances - if you bring any electrical appliances, for example, shaver, hairdryer or radio, they must be tested by the hospital electricians. A member of staff can arrange for this to be done. Opticians - We have details of a mobile optician who can provide an NHS-funded service to eligible patients. Please ask if you would like details. Appointments - If you have an appointment outside of the hospital (for example with a general hospital, dentist or optician), please tell a staff member who can arrange transport for you. Patient Information Folders.indd 13 02/12/ :48:28

14 Information kiosk There is a touch-screen information kiosk in the hospital. This has information and advice on mental-health issues. If you need help using the kiosk, please speak to a member of staff. Transport Taxi - If you want to order a taxi, please speak to a staff member who will help organise a booking for you. Bus - You can get details of bus services and timetables from Reception, or speak to a member of staff. Computers Internet access is available. If you would like to use this, please speak to your ward-based occupational therapist or a staff member. Spiritual needs Religious services are held on some units in the hospital, or you can contact a representative of your own faith if you prefer. Please speak to a member of staff. If you need particular items to practise your faith, please ask the nurses on the ward to help you find what you need. Patients Bank The Patients Bank allows your money and small valuables (keys, mobile phone and so on) to be held safely, while still being accessible to you. Items in the Patients Bank are recorded in the ward property book, which is filled in by nursing staff and signed by you. You can ask for your belongings back at any time during Patients Bank opening times. The Patients Bank is open at the following times. Monday to Friday 9.30am to 12 noon and 3pm to 4pm Benefits If your benefits usually go straight into your bank or Post Office account and you are unable to leave the hospital, please speak to the Patients Affairs Officer in the General Office or a member of staff. They can arrange for you to receive your benefit by cheque during your stay in hospital. If you have any other questions about your welfare benefits, please speak to a member of the ward staff who can help you arrange an appointment with a citizens advice bureau (or visit the citizens advice bureau on-site if you are staying at St Ann s Hospital). Recreation The following facilities are available at most of the inpatient services we provide. Library trolley We have a volunteer library service which provides books for your enjoyment while in hospital. Patient Information Folders.indd 14 02/12/ :48:28

15 The library trolley comes to your ward and you are welcome to choose from a good selection of books. Please remember to return any books you borrow before you leave hospital. Hospital grounds We are very lucky to have beautiful grounds at a number of our sites. Please feel free to enjoy them but talk to ward staff before you leave the ward so they know where you are. Car park We advise you not to drive until you have checked with your consultant, so please do not keep a vehicle where you are staying as car-parking space is limited. Any vehicles left on our grounds are left at the owner s risk. Women s Royal Voluntary Service (WRVS Shop) At St Ann s Hospital the WRVS shop is open from Monday to Friday between 2pm and 4pm, and sells a variety of goods including, confectionery, toiletries, stationery and stamps. Cultural references You may have dietary or spiritual needs, or certain customs, that are important to you and your family. Staff on the ward will discuss your particular needs with you. Please let them know what you need and they will do their best to make sure that your preferences are met. Visiting information Family and friends We encourage your family and carers to visit you during your stay. If you would like them to be involved in your care and treatment, we can invite them to ward meetings and work closely with them and you to manage your care. If you would like children to visit you during your stay, please talk to the nurse in charge who can arrange this for you. Visiting times for individual wards are in the ward leaflets. These visiting times are set up to make sure that you are able to take part in therapies and activities. However, if these times are inconvenient, a member of staff can rearrange a time for you to see your visitors. All visitors are asked to sign in at Reception. They will be asked to wear a visitor s badge for the length of their visit. Ward Phone number Patients payphone Dudsbury Harbour Haven (PICU) Linden Seaview (AAU) Twynham Waterston (AAU) Does not apply Patient Information Folders.indd 15 02/12/ :48:28

16 General safety and confidentiality We want to make sure you feel safe and secure at all times during your stay in hospital. If you have any concerns about your personal security please speak to a member of ward staff or use the comments and suggestions boxes located around the wards and hospital. Fire precautions and alarms Please make sure that your visitors report to the Nurse in charge when they arrive. This allows us to know who is in the building if there is a fire or if we have to evacuate the premises. All units have smoke detectors and fire-alarm points and these are regularly tested. If the alarm continues to sound at any time, this will not be a test. Please stay calm and listen to the instructions from the ward staff who will evacuate the ward if necessary. Smoking Smoking is no longer allowed inside the hospital. (This became law on 1st July 2008.) Smoking in the hospital is not only breaking the law but also puts patients and staff at risk from fire and the harmful effects of second-hand smoke. Designated smoking areas are available in outside areas. The trust runs a Stop Smoking service which provides nicotine replacement therapy, information, support and advice if you are considering giving up or cutting down smoking either permanently or while you are in hospital. If you would like to use this service, please speak to ward staff. You are allowed to smoke in the hospital grounds - ward staff can give you more information on this. Please make sure that your visitors know they are not allowed to smoke on trust premises. Payphones There are payphones on most wards for you to make calls. Your family and friends can also call you on the payphone (see previous page for contact numbers). Mobile-phone cameras We would ask all patients and visitors not to use mobile-phone cameras on the wards. If you want to take photographs, please tell a member of staff beforehand so that we can respect other patients wishes.we appreciate your co-operation. Infection control We aim to maintain high standards of hygiene to reduce the risk of infections. Please make sure you wash your hands regularly, especially before meals and after using the bathroom. Also, please keep your bed area tidy as this helps cleaning staff and improves the ward for you and the other patients. If you have any questions about infection control, speak to a member of ward staff who can, if needed, contact the infection control nurse. Flowers Friends and family are more than welcome to bring flowers to your room, but we would ask that any cut flowers are placed in self-watering packaging, which can be supplied by the florist. Patient Information Folders.indd 16 02/12/ :48:28

17 Safety and security We aim to care for our patients in a safe and secure environment. There is a range of security measures in place to help keep you safe and to meet health-andsafety requirements. As part of these measures, you or your visitors may be searched (in line with our policy on searching patients and visitors). CCTV cameras cover the hospital and grounds and there are entryphones on some wards. We have tried to be clear about what you can expect while you are with us. We have some expectations of you too. Please treat other patients, staff and visitors with dignity and respect. Please do not enter other patients bed spaces. Visitors are not allowed in bedroom areas Please be considerate to other patients by keeping general areas and your bed space clean and tidy Please keep noise to a minimum at night. Do not threaten or physically assault other patients, staff or visitors. If you do, you may be prosecuted. We will not tolerate any form of racial harassment towards other patients, staff or visitors. If you feel you have been discriminated against due to your race, religion, culture, ethical background or sexuality, please tell a member of the ward staff immediately. Do not ask other patients to lend you money or property. If you need help with financial matters please discuss this with your ward staff. Please attend groups and meetings that are part of your care and treatment plan. We will not tolerate alcohol or illegal drug use (including legal highs, such as cannabis), on or off the ward. Alcohol and drugs interfere with your treatment programme and care plan. Smoking is not allowed anywhere within the hospital, other than the designated outside smoking areas. For your own safety and privacy, do not give out your personal details (address, phone number and so on) to other patients. Respect the privacy and confidentiality of others. Avoid discussing, either inside or outside the hospital, the personal details of other people on the wards. If you have any concerns please speak to a member of staff who will try their best to help. Regular checks police dogs Every patient has the right to a clean and safe environment. We need your help to achieve this and to make sure our hospitals are drug-free. If you feel another patient is using illegal substances on the ward or in the grounds please discuss this, confidentially if you prefer, with a member of ward staff. In some units we take extra measures to try to reduce the possibility of patients taking drugs, or bringing drug equipment into the hospital. If we suspect you are using illegal drugs we may search you in line with our searching policy. If we find drugs, you may be prosecuted. We work closely with the police on issues such as drug use and police drug dogs carry out regular spot checks across some hospitals and grounds. Cannabis is still illegal and can have a very serious effect on mental health. If you need help to manage your use of drugs or any other substance, please discuss this with ward staff. Patient Information Folders.indd 17 02/12/ :48:28

18 Your information Independent services Your rights Leaflets Notes Independent services Advocacy services Advocacy services are free and confidential independent services for people who may need help with a variety of issues. An advocate can help you by: representing you at meetings; supporting you through legal processes; supporting you with accommodation issues; following up complaints; supporting you at appeals and tribunals; helping you to be involved in your care planning; and helping you with getting specialist advice. You can get details on how to contact advocacy services from ward staff or the Mental Health Legislation Office. This includes access to independent mental-health advocates, who specialise in the Mental Health Act. Citizens advice bureaus (CABs) Citizens advice bureaus offer free, impartial and confidential advice on debt, relationships, employment, housing and welfare benefits. You can find out more by asking a staff member or by phoning or ing the CAB. Bournemouth Citizens Advice Bureau Phone: admin@bournemouthcab.co.uk Poole Citizens Advice Bureau Phone: advice@poolecab.co.uk West Dorset Citizens Advice Bureau Phone: Homelessness and accommodation As part of your assessment, your team will ask you about your accommodation outside of hospital and give you the opportunity to discuss any questions or concerns you have about where you live. We can help you to contact housing providers who may be able to help you with any housing issues. However, homelessness or difficulties with accommodation are not usually a reason to remain in hospital and we will expect you to arrange a suitable place to stay for when you are well enough to leave hospital. If you have any concerns about where you will go once you leave hospital, please speak to a member of the team caring for you as soon as possible. Patient Information Folders.indd 18 02/12/ :48:28

19 Your rights Access to your health records You may ask for access to your health records under the Data Protection Act Your records contain the details of your care needs and the services we provide to you and are updated regularly. Your health records are strictly confidential and will not be seen by anyone who is not involved in your care. If you would like to see your records, write to: Health Records Manager, St Ann s Hospital, 69 Haven Road, Canford Cliffs, Poole BH13 7LN. Mental Health Act 1983 (MHA) (as amended 2007) You may have been admitted to hospital under a section of the Mental Health Act 1983 (as amended 2007). If you have been detained under the Mental Health Act, a member of ward staff must let you know what your rights are as soon as possible. This is known as Section 132 rights. If you were sectioned, you have the right to appeal against your admission. If you would like to appeal, you can: ask for a Mental Health Act hospital managers panel meeting; or ask for a mental-health review tribunal. You can also ask to have an independent mental-health advocate to help with any aspect of the Mental Health Act. If you need some help with this, please speak to a member of staff on your ward or contact the Mental Health Legislation Office on or Changing your consultant psychiatrist If you are not happy with the care you are receiving from your consultant psychiatrist you have the right to ask for a different consultant. To do this, please write to the hospital manager or ward manager, who will ask your consultant psychiatrist to discuss this with you and, if appropriate, make the necessary arrangements. If you feel unhappy speaking to your consultant, please talk to the ward manager, who will be able to speak to the consultant on your behalf. Second opinion You have the right to ask for a second opinion if you are not happy with your diagnosis or treatment plan. To ask for a second opinion, you must first discuss this with your current consultant, who can then make any necessary arrangements. How to make suggestions, compliments and complaints We welcome any feedback, including compliments or comments, as well as any concerns you may want to raise. Please contact the staff involved in your care they should be able to quickly deal with your concerns. If you would prefer to talk to someone who is not involved in your care or you would like to make a complaint, staff can give details on how to do this. Or, you can contact the customer services team on or the Patient Advice and Liaison Service (PALS) on Patient Information Folders.indd 19 02/12/ :48:28

20 If you need help when making your complaint, you can contact the Independent Complaints Advocacy Service (ICAS). ICAS is an independent free service which can help you make a complaint about a service provided by the NHS. You can contact ICAS for South West England on (local rate) or log on to Leaflets We try to make sure we provide up-to-date and useful information on a variety of issues that may affect you or be of interest to you while you are using our services. We have an extensive library of leaflets, which includes information on issues such as: types of medication and conditions ( The information in this booklet is a guide to our services. You can get more information by speaking to members of staff and reading leaflets on areas you are interested in. Please ask if you need help. Patient Information Folders.indd 20 02/12/ :48:28

21 Contacts: Trust HQ, Sentinel House, 4-6 Nuffield Road, Nuffield Industrial Estate, Poole, Dorset BH17 0RB Tel: The information in this leaflet is available in additional languages and alternative formats. Please contact the Trust for further details. Dorset HealthCare University NHS Foundation Trust. All rights reserved. Not to be reproduced in whole or in part without the permission of the copyright owner. Produced: October 2013 Leaflet ref: L/169/v1/ Providing care all of us would recommend to family and friends Patient Information Folders.indd 21 02/12/ :48:30

22 Each Time Every Time Patient Information Folders.indd 22 02/12/ :48:30

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24 EACH TIME EVERY TIME STANDARDS The purpose of inpatient treatment is to provide a safe environment in which you receive treatment and support that builds on your own strengths and resources to equip you for successful discharge back into the community. We aim to provide high level care at all times and have use a number of tools to help us work with you to ensure the care you need. One way of doing this is by using a tool which enables us to show the level of care we care we provide Each time, every time and how it meets these standards. 1. Each service user will be offered an individual one to one meeting each day with a member of staff. Reason: Individual meetings between service users and clinicians are the fundamental bedrock of inpatient care allowing service user and clinician to draw up and evaluate care plans and discuss concerns. As a minimum, such a meeting should be offered each day. 2. Families and carers will always be involved in assessment and care planning unless the service user has specifically requested that this does not occur. Reason: Families and carers of service users almost invariably have details and important knowledge which will inform and improve care planning. There may be occasions when service users do not want their family and carers to be involved. Such wishes will of course be respected and confidentiality will not be broken. However, even on these occasions, carers and family members may wish to provide valuable information to the inpatient team and this should be facilitated. 3. All service users to receive a thorough assessment which documents their strengths and records the impact of their illness in the context of their whole life. Reason: Recovery focussed care plans should be drawn up in the context of the individual service user s strengths and the difficulties currently being experienced because of illness. 4. All service users will receive a physical examination and appropriate investigations within 24 hours of admission to hospital unless there are documented reasons why not and it should then be reviewed daily. Reason: Physical health is an important component of holistic care. Service users with mental health problems have a poorer prognosis with regard to their physical health than the general population. Admission to hospital provides an opportunity for a thorough assessment of physical health. 5. Written and verbal information is provided about prescribed medication or medication choices. Reason: Medication is an important part of treatment for most inpatients. It is of course not the only treatment but it is one about which there is considerable written information. Service users have understandable concerns about side effects and wish to weigh up the risks and benefits of medication provided. Patient Information Folders.indd 24 02/12/ :48:30

25 6. Medication charts are always completed and reasons for omitted doses recorded on the medication chart and in the electronic record. Reason: It is important that service users receive the treatment prescribed. 7. A documented risk assessment occurs before leave or discharge is authorised for all detained service users. Reason: Ward staff must be supported in making positive risk decisions with service users about leave. Such decisions, however, should not be a risk gamble but a careful and considered discussion with service users (and their carers if appropriate) as to how to plan leave in a safe and therapeutic way. 8. Discharge summary sent to GP on day of discharge and uploaded at the same time onto the Electronic Service User Record. Reason: Communication with primary care is important to ensure the seamless provision of care. Patient Information Folders.indd 25 02/12/ :48:30

26 This is Who I am Patient Information Folders.indd 26 02/12/ :48:30

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28 THIS IS WHO I AM Guidance Notes to help complete this leaflet Where I currently live: The area (not the address) where you live. You may include details about how long you have lived there, and where you lived before Carer/the person who knows me best: It may be a spouse, relative, friend or carer My home and family life: Includes marital status, children, grandchildren & friends. You may include pets here What s important to me: this may refer to your values, your faith (if you have one) and principles My hobbies and interests: Past or present i.e. reading, music, television or radio, crafts, cars What concerns me about being In hospital: Anything that may upset you or cause anxiety about coming into hospital whether it be medications, restrictions on your freedom or simply being away from friends/family I like to relax by: Things which may help if you become unhappy or distressed. What usually reassures you, i.e. company, talking to someone, quiet time, music or TV? My faith/spirituality: Are you part of faith/religion that affects your lifestyle? Stating this allows the team to make changes to accommodate your beliefs The best way to communicate with me: You may include how best to approach you and any issues around touch, hearing & eyesight My sleep pattern: this may include if you are an early riser or a person who goes to bed late Aspects of my personal care I may need to support with: this may include anything about your appearance, cleanliness or direct care My usual eating and drinking routines: may include eating habits i.e. time of day, quantity, or anything you re having too much/not having enough of My preferences and any special diets? This may include favourite foods and drinks; any allergies you may have or if your religion has an effect on your diet My Physical Health & Medication: this may cover aspects of your general health, any condition and allergies you may have. It may also cover how you prefer to take your medication How staff/others can help me when I m upset: How you want to be treated, what to do which helps, who would you like there etc Patient Information Folders.indd 28 02/12/ :48:30

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30 This is who I am (part 1) Where I currently live: Carer/the person who knows me best: My home and family life: What s important to me: My hobbies and interests: What concerns me about being In hospital: I like to relax by: My faith/spirituality: Patient Information Folders.indd 30 02/12/ :48:30

31 This is who I am (part 2) The best way to communicate with me: My sleep pattern: Aspects of my personal care I may need to support with: My usual eating and drinking routines: My preferences and any special diets? My Physical Health & Medication: How staff/others can help me when I m upset: Any other points I wish to add: Patient Information Folders.indd 31 02/12/ :48:31

32 Copies of Care Plans Patient Information Folders.indd 32 02/12/ :48:31

33 Patient Information Folders.indd 33 02/12/ :48:31 This is Who I am

34 Copies of Leave Plans Patient Information Folders.indd 34 02/12/ :48:31

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36 Compliments and Complaints Patient Information Folders.indd 36 02/12/ :48:31

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38 Improving the Service User and Carer Experience Compliments Comments Concerns Complaints Improving the Service User and Carer Experience Dorset HealthCare University NHS Foundation Trust is committed to providing high quality services for patients, service users, carers and their families. We are always pleased to hear from service users and carers about their experiences of our services. Sharing your views with us will help us to continue to improve local services in the future. Comments or Suggestions If you have any comments or suggestions for making changes or improvements to the way we provide our services please let us know. You can do this by either ing us at completing the tear off slip attached to this form or by telling any member of staff who will pass your comments on. We welcome your comments, both positive and critical, as they let us know when we get things right and where we need to improve. We look forward to receiving your feedback. Concerns The Trust has a Patient Advice and Liaison Service (PALS) helpline ( ). If you need advice or have a concern you may find it helpful to talk to someone. However, any member of staff will be able to help you in the first instance. Leaflets about the Patient Advice and Liaison Service are also available upon request. Compliments If you have had a particularly good experience whilst using one of our services please let us know. Letters to the staff involved in your care are very much appreciated. Complaints If you are unhappy with any aspect of your care or the services that you have received, please let us know as soon as possible. In the first instance we suggest talking about your concerns with the staff providing your care. In many cases they can sort the issue out straight away. If you would prefer to talk to someone who is not involved in your care, you can contact the Customer Services Team or PALS. You can also complete the attached tear off slip or write a letter to the address on the reverse of this leaflet. Please be assured that raising any concerns will not in any way affect your treatment or the way you are treated by staff. We strive to constantly improve our services and we need your feedback to help us do this. Patient Information Folders.indd 38 02/12/ :48:31

39 Your Views Are Important To Us We aim to respond to complaints as soon as possible and we will keep you updated with progress. If your complaint also involves another healthcare or social services organisation we will work in partnership with them to carry out a joint investigation and to provide you with one response to your concerns. In line with national guidance complaints are usually only investigated within 12 months of the incident although we can waive this if there are good reasons for the delay. If you would like to tell us what we have done right, or like to make a comment, or have a concern or complaint, you may like to complete the form below. Which Service does your feedback relate to? What are we doing well? What improvements would you like us to make? What are your concerns? What are your comments? If you would like us to contact you about your comments please complete the details below: Name:... Address: Tel:... Please send to: Customer Services Team, Dorset HealthCare University NHS Foundation Trust, Sentinel House, 4-6 Nuffield Road, Poole, BH17 0RB Patient Information Folders.indd 39 02/12/ :48:31