Oxleas NHS Foundation Trust

Welcome

Information for patients

August 2012

Page

Introduction - section 1

Our promise to you 3

Privacy and dignity 3

About your welcome pack 3

Confidentiality 4

Information sharing 4

Access to your records 4

The staff - section 2

Your multidisciplinary team 5

Being on the ward - section 3

Why am I here? 7

Do I have a choice? 7

What about the Mental

Health Act (1983)? 7

What will happen to me

while I am on the ward? 7

What is the care programme

approach (CPA)? 7

Ward round meetings 8

The community meeting 8

A meaningful day 8

About your care and treatment - section 4

What is meant by treatment? 9

Information on medication

and treatments 9

Assessing your needs 9

The information in this welcome pack is provided

to make your stay with us as comfortable as

possible. It explains what you can expect during

your stay. If you have any questions please speak

to a member of staff.

Page

Practical things - section 5

Things you may want to consider 10

Safety on the ward - section 6

Fire safety 11

Alcohol and drugs 11

Management of aggression and

violence on the ward 11

Emergency alarm 11

Can I smoke? 11

Safety and observation on

the ward 12

Items brought to hospital 12

Housekeeping - section 7

What personal belongings

do I need? 13

Use of sleep out beds 13

What happens at meal times? 13

Mobile phones 13

Our environment 14

Post and messages 14

Things you need to know - section 8

Useful information, tips and advice

from other service users 15

Leave arrangements and

time off the ward 15

Leave without agreement 15

Contents

1

Visitors - section 9

Visiting 16

Children visiting 16

Visitors code of conduct 16

Support and advice - section 10

Support for relatives and carers 17

Who can provide me with

independent advice? 17

What rights do I have if I don’t

agree with what is happening

to me? 17

Patient Advice and Liaison

Service (PALS) 18

Your opinion matters 18

How to make a complaint 18

Equality and human rights - section 11

Emotional, spiritual and cultural

support 19

Ready to leave - section 12

Home Treatment Team 20

Being discharged from hospital 20

When you are well 21

CPA reviews 21

How will I know when my CPA

reviews are? 21

Why is CPA important? 21

What will be the outcome of

each CPA review? 21

About the ward - section 13

This section contains

information specific to the

ward you are on. 22

2

Contents cont:

We understand that being admitted can be

a very frightening and distressing time for

you, your family and friends. However, we

do not want your stay with us to be a

disruptive or unpleasant experience. Our

aim is to aid your recovery and enable you

to return home as soon as possible. We

also recognise that you may want to have

some control over your own care and would

like to help you do this. This welcome pack

has been put together by service users and

staff to help guide you through the process,

from being admitted to when you leave.

Our promise to youEach time you use our services, we will...

Listen to your views on the help you need,

talk to you about your rights, discuss your

care plan with you and give you a copy.

Talk with you about your treatment,

including any tablets you take, ensuring

you understand why you are taking them

and any side effects.

Tell you the name of your doctor, primary

nurse and who you can speak to if they

are not on duty.

Listen to your relatives and carers and, if

you wish, involve them in your care.

Talk with you about your next care review

and ask if you want to have someone

else with you.

Oxleas NHS Foundation Trust is committed to

providing the highest standards of care, so

we welcome your views on the services we

provide. If you would like to comment, make a

suggestion or make a complaint, please

speak to a member of staff. You may also like

to speak to our Patient Advice and Liaison

Service (PALS) by ringing the freephone

number on 0800 917 7159. Further details of

this service can be found on page 18.

Privacy and dignityPrivacy and dignity is about how people with

a range of differing needs and values are

respected as individuals. Being on a ward

can be a daunting experience but we will try

to make you feel as comfortable as possible

while you are here. Oxleas NHS Foundation

Trust provides same sex accommodation.

This means your bedroom, toilet and

bathroom will only be used by patients of

the same sex as you. Most of our bedrooms

are single rooms though you may share

some communal space such as activity

rooms, day rooms or dining rooms, where

people of both sexes can socialise and take

part in therapeutic activities together. All

wards have a female only lounge.

We will always maintain your dignity,

respect and privacy. We also expect that

you show the same consideration to staff

and other patients. If you have any concerns,

please speak to a member of staff.

About your welcome packThis information pack has been compiled to

help you find your way around the ward and

to make sure you are aware of what will

happen while you are here.

Your primary nurse will discuss the contents

of this folder when you first arrive and

regularly throughout your stay. If you need

any additional help with this pack (perhaps

from an advocate) please ask a member of

staff. The ward has access to written

information in a number of languages other

than English and there is also an interpreting

service that you can access by speaking to

the ward staff. Your primary nurse will meet

with you to discuss your needs and

priorities for your recovery.

3Introduction - section 1

4

ConfidentialityOur staff are required to abide by a code of

conduct on confidentiality. We may share some

information with other people such as your GP

and social services employees. When

considering who may see information about you,

our staff use the following principles: only share

information with those who need to know in order

to provide good quality care; and share the

minimum information necessary to ensure good

quality care.

Information sharing It is vital for all services providing input to

someone’s care to have good communication.

Information sharing between care giving teams

can help in the delivery of care and treatment

packages. Your information will be shared on a

need to know basis only.

In order to make sure that you receive the best

possible care, we may need to involve your

family in some decisions. We would ask that in

the interest of meeting your future needs, that

you identify one person who may give and

receive information (this may be a relative or

friend who supports you).

Access to your recordsYour have the right to see the information we

hold about you. This includes paper records and

those held on computer. If you wish to view the

records held by your healthcare team, please

approach your doctor or another staff member.

Your multidisciplinary teamAs your care involves a multidisciplinary

team (MDT) there are a lot of people on the

ward who are here to help you. You may

have met some of them already. All staff will

be wearing an identity badge.

The ward manager

This is the most senior nurse on the ward.

They are responsible and accountable for

the care provided by all the clinical staff you

will meet. They are also responsible for the

day-to-day running of the ward. You can

discuss any issues or concerns that you

may have about your care with the ward

manager.

Your primary nurse

Soon after your admission you will be

introduced to your primary nurse. During

your stay, this person is responsible for

coordinating your nursing care. They will

agree your care plans with you and discuss

your progress at regular intervals.

Associate nurses

Associate nurses provide support to the

primary nurse in caring for you while you

are on the ward. They are not always

registered mental health nurses but could

be healthcare assistants, nursing assistants

or social therapists. Associate nurses have

a valuable role in helping the primary nurse

and are often the people who will regularly

be on the ward.

Art psychotherapists

Art psychotherapy groups are run by art

psychotherapists and give you the

opportunity to express yourself using art, try

different techniques and share your

experiences with others. It does not matter

how good you are at art as there will be

people in the group who will help you. The

art psychotherapy group takes place every

week on the ward. Please see the ward

timetable for times.

Consultant psychiatrist

The consultant psychiatrist is the most

senior doctor who has overall responsibility

for your care and treatment. Consultants

make important decisions regarding your

treatment and care as well as being

responsible for giving you leave from the

ward and coordinating your discharge.

Senior registrars

Senior registrars are experienced

psychiatrists who are training to become a

consultant.

Ward doctors

Ward doctors are qualified doctors who are

continuing their medical training. They are

responsible for your all round care and you

will meet them on a regular basis.

Occupational therapists (OTs)

OTs will work with you to regain your ability

to carry out daily jobs and cope with

everyday life. They will provide you with

therapeutic activities during your stay and

help you to achieve a more fulfilling and

balanced lifestyle to improve your quality of

life after discharge. Details of the

occupational therapy programme are

displayed on the ward notice boards.

5The staff - section 2

Clinical psychologists

Clinical psychologists offer individual

(one-to-one) and group work focussing on

making sense of your current

situation/difficulties to help you get back to

doing things in life that are important to you.

They will help you to identify unhelpful

patterns or responses, develop more helpful

coping strategies, and think about longer

term plans once you leave hospital.

Modern matron

There is one modern matron in this inpatient

unit - they are responsible for the wellbeing

of patients on all wards. The modern matron

ensures that you are looked after well and

that your problems are dealt with properly.

The modern matron supports the team to

focus on meeting your needs in a way

consistent with the trust’s values.

6

Why am I here?You have been admitted to the ward so that

your mental health needs can be fully

assessed in a safe place by a specialist

team.

Do I have a choice?The aim of being admitted to the ward is to

help you return to your everyday life as

soon as possible and help you manage

better. While you are here, staff will fully

involve you in decisions about your

treatment and plans for your discharge,

whether you return home or to alternative

accommodation.

However, there may be times when you are

not able to choose what you want to do.

Your wishes will be carefully listened to and

considered.

What about the Mental Health Act(1983)?Some people will be detained in hospital

under the Mental Health Act (1983). This is

often referred to as being sectioned or on a

section.

Within the first 24 hours of being ‘on a

section’ your primary nurse will talk to you

about what this means and will give you

written information. This will include

information on whether you can appeal

against your section and if so how to do

this. If you are on a section, you will need

written permission from the person in

charge of your care before you leave the

ward.

Your human rights will never be

compromised while you are on the ward.

If you have any concerns about this, please

tell your primary nurse as soon as possible.

What will happen to me while I amon the ward?After arriving on the ward the ward team will

make an assessment of your needs and put

together a care plan with you. A care plan is

a document containing details about you

and the care that you will receive while on

the ward. The plan will be regularly updated

with you as your care needs change. You

will also receive a copy of your care plan.

What is the care programmeapproach (CPA)?CPA is how mental health services deliver

care plans to people who experience mental

health difficulties, whether they are short

term or longer term. CPA is a way of making

sure that you get the help that you need

and that those involved in your care

communicate with you and each other. Care

plans are based on your care needs.

If your needs are not complex your care will

be called standard care.

If your care needs are complex

this process will be called the

care programme approach

(CPA). For more information

about CPA ask to see the

leaflet Assessment and CarePlanning.

While you are an inpatient your care will

usually be reviewed weekly during the ward

round. In addition, nearer discharge, there

will be a formal meeting to prepare for your

discharge. There is more about this on

page 20.

7Being on the ward - section 3

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Your care plan belongs to you and you can

influence what is written there. It may be

helpful for you to think of things you would

like help with so you can include these as

part of your care plan.

These could be things like:

looking at ways of coping with upsetting

thoughts and difficult feelings

having someone to talk to about your

present difficulties

help and support with feeling stressed

support to look at your social

circumstances

help with building your confidence or self

esteem

practical help or assistance.

You can discuss any issues that are

important to you with your primary nurse

and have them included in your care plan.

Ward round meetingsAt these meetings you will meet with your

consultant and other members of the team

on a weekly basis. You will be able to

discuss your progress and care needs. You

can invite family and friends to attend to

support you, but the consultant may want to

speak to you on your own or restrict the

number of people attending the meeting. At

these meetings there will also be an

opportunity to discuss your leave and

discharge arrangements.

The community meetingThis weekly meeting is where the staff and

service users can meet to discuss and

resolve issues relating to the ward. It is a

good opportunity for you to have more of a

say in what happens on the ward.

A meaningful day Having no reason to get up during the day

can delay your recovery or cause you to

become unwell again. In order to help you

maintain your wellbeing and provide some

kind of structure to your day staff will

discuss an activity programme with you.

This is part of your treatment.

Attending groups can assist in your

recovery in a number of ways including:

improving your concentration

helping to build your confidence

assisting you in planning goals for the

future

promoting new ways of managing your

health

encouraging new interests.

8

9About your care and treatment -section 4

What is meant by treatment?Treatment might include:

group activities

individual sessions with staff

medication

occupational therapy

psychological treatment

psychotherapy

rehabilitation training in daily living skills.

There are also treatments to help you

improve your concentration and treatments

to help you understand and manage your

condition. These treatments may be given

alone or combined with medication. A range

of specialists can be involved in your care

and treatment.

Information on medication and treatmentsPart of your treatment may involve taking

medication. If your doctor decides to

prescribe medication then this will be

discussed with you along with an

explanation of the purpose of the

medication, its effect and possible side

effects. You will also be provided with

written information leaflets about your

medication by nursing staff or the

pharmacist. Your consent will always be

sought before medication is commenced.

On admission to hospital, all medication

needs to be handed in to ward staff

(including medication for physical health

problems, for example inhalers). The doctor

will discuss this with you on admission and

the nursing staff will dispense any

medication you require.

Under some circumstances, medication may

be given without your consent. This will be

because a doctor thinks that you, or other

people, would be at immediate risk if you do

not take the medication. This would only

happen if you are detained under certain

sections of the Mental Health Act or in an

emergency.

You can ask to speak to the ward

pharmacist to discuss your medication.

Assessing your needsThere will be various members of staff from

different professions involved in carrying out

a number of assessments relating to your

situation.

Some of these assessments may be

ongoing and will include:

an assessment of your mental state

an assessment of your social situation

a risk assessment.

Things you may want to considerWe recognise that your life does not stop

when you come into hospital, and that you

may have a range of practical issues that

need to be dealt with or resolved. Your

primary nurse and other ward staff as well

as advocacy workers are there to work with

you towards resolving these.

For example you may need to:

Arrange for the care of your children or

others that you provide care for

Have benefit books, credit cards and

cheque books made secure

Get someone to take care of your pets

Be able to pay urgent outstanding bills

Get a change of clothing

Cancel or rearrange appointments

Contact your employer and other key

people.

10Practical things - section 5

Fire safetyThere are sensitive fire alarms situated all

around the ward and they can be easily set

off by cigarette smoke. If you hear the fire

alarm a member of staff will guide you to

safety. It is important to listen to instructions

from staff. The fire alarm system is tested

regularly. There is no need to take any

action when this happens unless the alarm

rings for a long time.

Alcohol and drugsIn the interests of safety, and the welfare of

other service users and staff, alcohol and

illicit drugs are strictly forbidden on the

wards. The police will be informed if service

users or visitors are found to be in

possession of illicit drugs.

Management of aggression and violence on the wardTo allow staff to properly care for you and

others on the ward, a safe environment is

maintained. There may be occasions when

this safety is compromised and someone

acts in a manner that puts themselves or

others at risk. If this happens, staff will take

appropriate action to reduce any risks. Most

cases are resolved in a peaceful manner

but there may be a time when this does not

happen and more urgent action is required.

In extreme circumstances staff may use

physical interventions to resolve a situation.

These skills are only used as a last resort

when there is a high risk of physical

violence occurring. These skills are only

used by staff who have received training in

the safe use of them. They are intended to

allow staff to safely manage difficult

situations and return the environment back

to a safe one as quick as possible whilst

maintaining dignity throughout.

It is acknowledged that these situations can

be distressing for all concerned and as a

result staff will attempt to address any

concerns and anxieties you may experience

after the incident. Staff will also discuss the

incident with the person involved in order to

understand the incident and minimise the

risk of it happening again.

Emergency alarmThis alarm sound is a high ‘beeping’ and will

be intermittent or continuous. This is to alert

staff that assistance is required within the

unit. Should the alarm sound on the ward

please assist staff by allowing them to

respond without difficulty.

Can I smoke?There is a smoking shelter attached to the

ward. Smoking is not allowed in any other

part of the ward or anywhere on trust

property apart from in designated areas.

Smoking and smoking material remains a

major cause of fires within inpatient

services. Protocols are in place to protect

patients, visitors and staff by restricting and

controlling use of ignition sources on trust

premises. On admission, you would have

been asked to hand in any lighters or

matches to the ward staff. These will be

returned to you when you leave the ward. If

you would like help to stop smoking, please

ask a member of staff for more information.

11Safety on the ward - section 6

Safety and observation on the wardTo ensure that you remain safe on the ward

staff may monitor you closely as part of your

care plan or as part of your assessment.

This is known as ‘observation’ and there are

four different levels. Some of the levels of

observation may seem intrusive at first. For

example level two means that a nurse will

check on you at random intervals and levels

three and four mean a nurse will be with

you, or near you, at all times. The purpose

of observations is to ensure your safety and

wellbeing.

Items brought to hospitalMany people who use our services are

particularly vulnerable to risks posed either

by themselves or from others. In order to

maintain a safe environment for everyone, it

is necessary to control the entry of

potentially dangerous items on to the ward.

This means we will make a list of your

property on admission, and where we have

concerns about safety, and it is legal to do

so, we may need to conduct further

personal or property searches.

12

What personal belongings do Ineed?During your time on the ward, bed linen and

towels are provided on request. There is a

lockable cupboard or safe in your room to

keep personal belongings in. There are

separate toilets and bathrooms for men and

women but your room may have its own

ensuite bathroom. All patients are given a

small pack of toiletries on arrival to the

ward. This will ensure you can attend to

your personal hygiene needs. There is a

washing machine for your own laundry but

you will need to provide your own washing

powder. Please make sure you look after

your personal belongings as, on rare

occasions, items have gone missing from

the ward. A member of nursing staff will be

able to put any valuable items in a safe

while you are on the ward. If this happens,

you will be given a receipt and can withdraw

your belongings at any time during office

hours. Any dangerous items will also be put

away and returned to you when you are

discharged.

If you have any weekend or overnight leave,

please take all your personal belongings

home with you since the ward cannot store

these for you.

Use of sleep out bedsUnfortunately, there are a limited number of

acute care beds in London. If at any time

there are more people in need of these

beds than are available, the beds of people

on leave may have to be used. Should the

problem become very serious you may be

asked to sleep on another ward. However,

this will only happen if your mental state is

stable and you are near discharge.

The ward staff will discuss this with you to

ensure there is minimum disruption. If you

are asked to move beds, your belongings

will be locked away for safe keeping.

What happens at meal times?During your stay all meals will be provided

on the ward. There will be a selection of

meals to suit most tastes, cultures and

religions. If you have special dietary

requirements please tell your primary nurse

as soon as possible. Menus are displayed

in the dining room and on the ward notice

boards. Tea, coffee and soft drinks are

available on the ward throughout the day.

For safety reasons service users do not

have access to the kitchen.

We are working towards protected meal

times. This means that you will be able to

enjoy your meal in a relaxed atmosphere

with staff there to ensure that there are

minimal disruptions. We would respectfully

ask all carers, family and friends to stick to

visiting times. If this poses particular

difficulties for you, please raise this with the

ward team.

Mobile phonesMobile phones may be used on the ward

but please do so with consideration for the

ward environment and other patients. You

can avoid disruption to others by making

phone calls in your bedroom or in a private

area of the ward, and by having ringtones

on silent or at low volume. The use of any

camera/video functions is prohibited in all

areas. Please look after your phone as the

trust will not accept responsibility or liability

for loss or damage to personal mobile

phones.

13Housekeeping - section 7

Our environmentWe are constantly striving to ensure that

you have a clean and pleasant ward in

which to recover.

You can help us by:

Keeping your room clean and tidy

Tidying up the tea corner after you have

made your drink

Leaving the toilet and bathrooms in a

state you would like to find them

Keeping the laundry room clean and tidy

after use

Returning any borrowed items when you

have finished with them, for example

hairdryers and games

Doing your part to prevent the spread of

infections by washing your hands

regularly, especially before meal times.

Please feel free to use the hand sanitiser

gels on the ward to keep your hands

clean

Having consideration for others on the

ward.

If you should find the ward facilities in need

of cleaning or repair please report these to

the nursing staff before you use them.

Post and messagesPost and messages, including sickness

notes, will be distributed from the ward

office. Outgoing mail can be sent through

the office if the postage is paid. Stamps are

available from local shops.

14

Useful information, tips and advicefrom other service users1. Let your friends and relatives know the

public telephone number on the ward and

arrange a convenient time when they can

contact you.

2. Keep some change available for the

public telephone if you want to make a

call.

3. Look after your personal belongings. If

you are in a public/shared area of the

ward, do not keep valuable items in your

sleeping area. The ward staff may be

able to store small items for safe keeping

or you may wish to send things home

with family or friends.

4. Get to know the nurses and other

members of staff as these are the people

who will be able to help if you have any

problems.

5. Arrange for clothes and personal items to

be delivered to the ward as soon as

possible. Also find out where the washing

machines are and how they work.

6. There are lots of activities to do on the

ward, including puzzles and board games

and some reading books can be made

available.

7. Ask the nurses if you need to see a

chaplain or spiritual advisor, they will be

able to arrange this for you.

8. Enjoy any escorted leave you are given.

This will be a chance to visit shops, the

library or the park, for example.

9. Make full use of any unescorted leave

you are given. The ward staff will be able

to help you with walks, places to visit and

local attractions.

Leave arrangements and time offthe wardAll wards have access to a garden. All

service users are asked to inform a staff

member when they are leaving and

returning to the ward. This is so the team

knows at all times who is on the ward, and

who is not - for example, in the event of a

fire. If you are on the ward voluntarily you

have the right to leave the ward, and the

hospital if you wish. If you wish to leave,

please discuss this with the ward team.

Leave off the ward is given gradually to

ensure that you feel safe and comfortable

and will be discussed and agreed with you.

Leave may be escorted or unescorted and

when you are well enough you will be

encouraged to get out and about during the

day to go to the park or do some shopping,

for example. It is important to inform staff

how you feel your leave has been and if you

have encountered any difficulties. Staff may

wish to speak to your carers or family and

ask them for their opinion. This assists the

team to have an overall picture of any

improvements.

Special provisions apply to people detained

under sections of the Mental Health Act

(see separate mental health act leaflet titled

Patients rights).

Leave without agreementWe want to work with you to ensure that

you have leave as and when it is safe and

appropriate, and to allow you to continue

with your everyday life outside of hospital

with minimal disruption. We want to ensure

that discharge plans are followed through

and agreed by all involved. Please do not

leave the hospital grounds without

discussing this with your team beforehand.

15Things you need to know - section 8

VisitingVisiting a friend or relative on the ward can

be a difficult experience particularly as there

are other people who may be behaving in

an unusual manner. It should be

remembered that all service users on the

ward are suffering some form of mental

distress. We try to create a therapeutic

environment on the ward to reduce this

distress. To safeguard the privacy and

dignity of all patients, visitors are not

permitted in patient bedrooms. If you would

like a more private space for your visit,

please speak to a member of the ward team

who will try to facilitate this. Visitors are not

permitted in the smoking pods - these are

for patients only.

We would ask that visitors treat the ward,

staff and service users with respect and

care. We also ask that visits are kept to

within visiting times.

Children visitingIt is important for children and young people

(under 18) to be able to visit their parents or

relatives in hospital. Before a child or young

person can visit the hospital their guardian

must contact the ward to ensure it is

possible for them to visit. All visits with

young people must be planned with ward

staff. They will provide a private space for

your visit and ward staff will make suitable

arrangements to maintain the privacy and

safety of service users and visitors.

It is sometimes necessary to refuse

child/young person visits, either in advance,

or on the day of the visit because of safety

issues for the child. If this is the case you

will be informed of any decision and this will

be kept under review. Visits can only take

place when it is safe for the child or young

person.

Visitors code of conductThe trust has a zero tolerance policy to

ensure the safety and privacy of service

users, staff and visitors to this site.

Visitors are asked to adhere to the

following code of conduct:

Alcohol and illicit drugs are not permitted

on the site. Any visitor found to be or

suspected of, bringing these or other

prohibited items onto the site, or being

intoxicated, will be asked to leave and

rights to future visits may be withheld or

restricted.

Violence, threatening behaviour or verbal

abuse directed towards staff, service

users or other visitors will not be

tolerated. Any such action may result in

police action and will lead to removal

from the site and rights to future visits

may be withheld or restricted.

Visitors should also note that appropriate

action will be taken if service users are

assisted in absconding from hospital or are

encouraged to do so.

16Visitors - section 9

Support for relatives and carersWe aim to provide a service that listens to

the views of service users, their relatives

and carers. Therefore, the views and

involvement of all of these parties are

appreciated. With your consent, relatives

and carers are actively encouraged to

attend your ward rounds, clinical reviews

and CPA meetings. There may be times

when a member of your care team needs to

speak to you confidentially and we ask that

carers, relatives and friends respect this

request.

We understand this can be a difficult time

for your family and friends and we aim to

support them as well as you. Therefore, any

concerns or issues which they feel may be

relevant to your care can be raised with

ward staff. If these concerns cannot be dealt

with at ward level, the member of staff will

direct them to the appropriate person so

that their concerns can be dealt with quickly

and effectively.

Many of our units facilitate family and carer

support groups. These groups provide

practical information and support in a

relaxed and friendly atmosphere. Meeting

and talking with other people in similar

situations can be a helpful means of

support. If your family or friends would like

to attend, please speak to the ward staff.

Who can provide me with independent advice?Advocate

Advocacy services are independent from

the trust. An advocate will be able to help

you plan what you want to say to staff,

attend any ward or CPA meetings with you

and make sure your views are listened to.

Information about the advocacy services

available in your area can be found on the

ward notice board.

Independent Mental Health Advocate

(IMHA)

The role of an IMHA is to provide

information or help to obtain advice on any

rights that a person or others, such as their

nearest relative, may have under the Mental

Health Act (MHA) (1983), on any MHA

powers being used by professionals which

affect them, and any medical treatment

offered to them, or being considered, in

connection with their care under the MHA.

You can ask your care coordinator or

primary nurse to complete a referral form for

you or you can contact IMHA yourself.

Please ask the ward staff for the number for

the IMHAs in your area.

What rights do I have if I don’tagree with what is happening tome?You will be involved in all discussions

regarding your care and treatment and your

consent will always be sought before an

agreed treatment plan is changed. If you

are not happy with the service you are

getting you can tell us about your concerns

by talking to a member of staff of by

contacting PALS or the Complaints

Department (see contact details on the nextpage).

17Support and advice - section 10

Patient Advice and Liaison Service(PALS)PALS is run by Oxleas NHS Foundation

Trust with a focus to improve trust services.

PALS offers confidential on the spot advice

and support, helping people sort out any

concerns they may have about the care

provided by the trust. For more information

about the PALS service please ask to see

the PALS leaflet or call Freephone:

0800 917 7159

Email: pals@oxleas.nhs.uk

Your opinion mattersWe welcome your views on the services we

provide. If you would like to comment, make

suggestions or make a complaint, please

speak to the person you normally see or

ask to speak to the team manager.

How to make a complaintIf you would like to take the matter further,

please contact:

Head of Complaints

Oxleas NHS Foundation Trust

Pinewood House

Pinewood Place

Dartford

Kent DA2 7WG

Tel: 01322 625751

18

Emotional, spiritual and culturalsupportWe believe that the emotional, spiritual and

cultural needs of every person are

important. During your stay our aim is to

ensure your needs are met and that your

needs are responded to in a way that is

appropriate to your traditions, identity and

beliefs.

Such needs might include:

Advice or support relating to local

community groups and activities, such as

lesbian, gay or bisexual support groups

Counselling and befriending

Dietary provision

Support for older or younger people

Making sure that facilities and activities

are accessible for disabled people

Making sure that information is easy to

read and accessible for people with

disabilities

Spiritual guidance and contact with faith

groups

Receiving sacraments such as Holy

Communion and anointment or the

reading of sacred texts

Specific times and places for prayer and

meditation.

A member of the ward team will be able to

talk with you about how we can support

you, and will also be able to arrange a time

for you to meet with a chaplain or spiritual

adviser. We will do all we can to meet your

needs.

19Equality and human rights - section 11

Discharge from hospital as well as

admission to hospital can be a major life

event for you, your relatives and carers. You

have been involved in the discussions to

plan your discharge and we hope that the

care you will receive in the community

builds on your inpatient care and you

continue to recover.

Home Treatment TeamAlso known as the Crisis Resolution Home

Treatment Team. They work to keep

admission times as short as possible they

understand that admission to hospital can

be very disruptive to people’s lives. During

your admission you may be referred to and

assessed by this team. They work to

support people in crisis, to provide an

alternative to hospital admission, work

closely with inpatient wards and support

individuals in early discharge from hospital.

Being discharged from hospitalShortly before you are discharged from

hospital, a discharge plan will be discussed

and agreed with you at a meeting. This plan

will outline the follow-up arrangements

needed and the services that will be offered

to help you settle back into the community.

You may like to invite a relative, friend or

carer to this meeting.

In certain circumstances, you may be

discharged with little notice. If this happens

your primary nurse will ensure that all the

necessary arrangements are made and

notify those involved in your care before you

are actually discharged.

20Ready to leave - section 12

When you are wellThe main function of an acute ward is to

provide supportive and individualised care

for patients who require assessment and

treatment of an acute episode of mental

illness, within a hospital setting. We will

ensure that all discharge arrangements are

discussed with you prior to your discharge

and your views will be taken into

consideration. We cannot accommodate

service users who have been deemed well

enough for discharge to remain on the

ward. When your care team think that you

no longer require any medical treatment that

could not be provided to you in the

community you will be discharged

CPA reviewsCPA reviews will continue regularly with the

staff from community mental health

services. These reviews are where the most

important decisions are made about your

care. Before the review it is important to

think about what support you need and

discuss this with family and friends.

Your care coordinator and primary nurse willhelp guide you through the process. Theirnames and contact numbers will be in yourcare plan.

How will I know when my CPAreviews are?Your care coordinator or primary nurse will

tell you in plenty of time. They will ask you if

you want to invite a family member or

friend, or a representative. Simply ask your

care coordinator or primary nurse to do this

for you, or invite them yourself. At each CPA

meeting, a date for the next review will be

set.

Why is CPA important?It gives you a chance to tell health and

social services staff about what help you

want and need from them.

For example, decisions are made at CPA

meetings about:

When you will see your doctor

Your medication, if any, and how much

you should take

Your support at home (for example,

whether a social worker or community

mental health nurse can help you)

Whether you need occupational therapy

or day care

Whether you need to attend a day centre

What level of psychological support you

need (for example, whether you need a

counsellor or therapist)

Support in finding work or making social

contacts

Your housing or financial needs

Cultural or personal needs that are

important to you.

What will be the outcome of eachCPA review?Following a review, a care plan will be

written or amended for you outlining details

of the decisions made. The care plan

represents Oxleas commitment of care

towards you until your next review meeting.

A copy of your care plan will be given to you

so you can keep a record of the decisions

taken. If you do not understand or are

unsure of any part of your care plan please

ask your care coordinator or primary nurse

to explain.

21

Green Parks House is a purpose built unit

providing a homely, caring environment for

people with mental health problems.

It is based on the Princess Royal University

Hospital site and is managed by Oxleas

NHS Foundation Trust. It provides care for

people from the borough of Bromley who

require inpatient assessment and/or

treatment.

The unit works closely with Oxleas’

community mental health teams (CMHTs)

and in partnership with other health and

social services professionals.

There are four wards: three for adults aged

between 18 and 65 years and one ward for

older adults.

Scadbury - Acute admission ward for

adults.

Betts - This ward is an acute

psychiatric triage unit. All patients

admitted to Green Parks House are

admitted to Betts Triage ward for up to

seven days. If you require further

inpatient stay, you will be moved onto a

sector ward ie Norman or Goddington,

according to the area you live in. If your

admission only lasts for a few days,

there is no need for you to go onto a

sector ward and you will be discharged

straight from Betts Triage ward.

Norman - This ward cares for adults

living in the west part of Bromley,

including Penge, Anerley, Lawrie Park,

Kent House, Coper Cope, Clock House,

Kelsey Park, Eden Park, Shortlands and

West Wickham.

Goddington - This ward cares for adults

living in the east part of Bromley,

including St Paul’s Cray, St Mary Cray,

Orpington Central, Petts Wood and Knoll,

Crofton, Farnborough, Chelsfield,

Mottingham, Chislehurst and Sundridge

Park.

A Crisis Resolution Home Treatment Team

and Day Treatment Service are also based

at Green Parks House.

Crisis Resolution Home Treatment Team

(CRHTT)

The CRHTT offers short-term intensive

therapeutic interventions to adults who are

suffering from an acute mental health crisis

and would otherwise require admission to

an acute mental health hospital bed.

Individuals are able to remain at home, and

attend the day treatment programme (or

suitable community alternative) during the

process of crisis resolution.

The service aims to be flexible, accessible

and available outside of standard working

hours.

Day Treatment Service (DTS)

The Bromley Day Treatment Service offers

a specialist service which is alternative to

inpatient admission. The DTS offers a short

term six week service, and incorporates

intensive therapeutic interventions which will

enable service users to form coping

strategies, make positive lifestyle choices

and gain a greater understanding of their

mental health problems. The team use

interventions such as symptom and

medication management, relapse and crisis

management and depression/anxiety

management. The service promotes social

22About Green Parks House- section 13

inclusion and endeavours to encourage

service users to engage in a programme of

community activities once discharged from

the service.

Protected engagement timeIncluded in your treatment package is an

expectation that you will take part in

Protected Engagement Time (PET). The

focus of PET is to increase the amount of

quality time staff spend with patients,

improving your quality of care.

This may involve any of the following:

One-to-one time with your nurse

Getting involved in groups and activities

on and off the ward

Making good use of time off the ward

Discussing your care plans or preparation

for ward round

Discharge planning.

There is a timetable of groups and activities

available on the ward notice board. Please

try to attend some groups and activities.

This is seen as part of your ongoing care

and treatment whilst on the ward. If there is

a particular activity or group you would like

to see being run on the ward, please

discuss this with staff and we will consider

your request.

Protected engagement time takes place

daily.

Service user diaries – you will be given a

weekly diary so you can plan your daily

activities and make reminder notes for

discussion during ward rounds or with your

primary nurse.

Around Green Parks HousePost office and post box

The nearest post office is in Forbouys

newsagents, Crofton Road. Turn right out of

the hospital entrance. At the traffic lights

turn right onto Crofton Road, continue to the

parade of shops on the left hand side.

Cash machine/banks

Barclays and NatWest banks are in the

parade of shops on Crofton Road.

Supermarkets

Sainsbury’s and Netto are both located on

Crofton Road.

Library

The nearest libraries are in Bromley Town

Centre and Orpington Town Centre.

Takeaway food

Bread and Butter (sandwiches) and Lotus

Chinese are located on Crofton Road (right

side).

Restaurants

White Lion Public House, turn right out of

the hospital entrance. Black Horse Public

House, British Queen Public House,

Mamma Mia restaurant and Indigo Indian

restaurant are located in Crofton Road.

Hair and beauty

Facet Hairdressers and Alan Roy Hair are in

Crofton Road.

Opticians

Steven Harris Opticians, Crofton Road.

23

Travel informationBus routes from Princess Royal

University Hospital

Rail links from Bromley South and

Orpington stations

South Eastern trains provide a regular

service from Bromley South Station to

Beckenham Junction, Orpington,

Chislehurst, Grove Park, London Bridge,

Charing Cross, West Dulwich, Herne Hill,

Brixton, Victoria, Catford, Peckham Rye and

Blackfriars. Services also run to St Mary

Cray, Swanley, Sevenoaks and other

destinations in Kent, including Ashford,

Hastings, Tonbridge, Maidstone and the

Medway Towns.

National Rail enquiries: 08457 48 49 50.

Car parking:

There is a pay and display car park at the

Princess Royal University Hospital.

Pay and display fees are:

up to 1 hour 50p

1 to 2 hours £1.00

2 to 4 hours £2.00

4 to 12 hours £7.00

24

Route Towards

61Bromley North

Chislehurst

336 Catford

353Addington Village

Ramsden Estate

358Crystal Palace

Orpington Station

402Bromley North (Mon-Sat not evenings)

Tunbridge Wells (Mon-Sat not evenings)

R2Biggin Hill (Mon-Sat not late evenings)

Petts Wood (Mon-Sat not late evenings)

R3 Chelsfield Village

R4 Pauls Cray Hill

Local independent adviceBromley Rethink Advocacy Service

As a mental health service user you are entitled

to representation from the Bromley Rethink

Advocacy Service. It is their job to help you by

providing independent advice during your stay on

the ward. They will be able to help you plan what

you want to say to staff, attend any ward or CPA

meetings with you and make sure your views are

listened to. You can ask your care coordinator or

primary nurse to complete a referral form for you

or you can contact Rethink yourself.

Tel: 020 8313 3034

Bromley Housing - Assessment and

Resettlement Team

Provides assistance and advice to the homeless

and those considered inappropriately housed,

along with general help with any housing related

issues.

Tel: 020 8313 4098

Citizens Advice Bureau (CAB)

CAB provides advice focussed mainly on

employment problems. Advice can also be offered

on a wide range of other matters.

Tel: 020 8315 1940

Please ask staff for the leaflet outlining different

organisations that can give practical help to

you and your carers.

25

Useful contact numbersGreen Parks House

Princess Royal University Hospital

Farnborough Common

Orpington

Kent BR6 8NY

Tel: 01689 880000

Bromley CMHT

Stepping Stones

38 Masons Hill

Bromley,

Kent BR2 9JG

Tel: 020 8466 2500

Orpington CMHT

Carlton Parade

1-6 Carlton Parade

Orpington

Kent BR6 OJB

Tel: 01689 892300

Beckenham and Penge CMHT

Yeoman House

57-53 Croydon Road

London SE20 7TS

Tel: 020 8659 2151

BCAS (Bromley Community Alcohol

Service)

203-205 High Street

Orpington

Kent BR6 0PF

Tel: 01689 828075

Email:

Bromley.alcohol@phoenic-futures.org.uk

BAIS (Drugs services)

St Pauls House

Edison Road

Bromley

Kent BR2 0EP

Tel: 020 8313 9696

Bromley Community Drug Project

(BCDP)

35 London Road

Bromley

Kent BR1 3QR

Tel: 020 8289 1999

Community Options

Tel: 020 8313 9725

MIND

Tel: 0800 096 2844

Samaritans

Tel: 0845 790 9090

Bromley Mental Health Support Line

Tel: 0800 019 7383

If you have any questions about access to

mental health services in Bromley please

contact a member of staff on the ward.

26

Oxleas NHS Foundation Trust

Oxleas NHS Foundation Trust

Pinewood House

Pinewood Place

Dartford

Kent DA2 7WG

Tel: 01322 625700

website: www.oxleas.nhs.uk