Consumer Experience In Mental Health ISLHD Irene Constantinidis Team Coordinator Mental Health

Consumer Participation The role of consumer participation in mental health and health services National Quality and Safety Health Standards NQSHS Standard 2 – Partnering with Consumers Ensuring the consumer voice in how health services plan design evaluate and deliver care at local , state , national and international levels

Consumer Participation in Mental Health – What do we do Consumer Peer Workers Consumer and Carer Consultative Committee Consumer Advisory Network CAN YES Questionnaire Staff education and Training delivered by consumers Consumer Participation meeting on inpatient units PIP Portal – consumer Feedback on information provided to consumers Consumer Carer Journey Project Email distribution list of consumers and carers

ISLHD Consumer Participation Consumer Workers CCCC YES Survey Consumer Forums Consumer Carer Journey Project Service Delivery Operational  Service Development & Planning QI Evaluation & Planning Education & Training Committees State Wide consultation  Consumer Participation

YES and Consumer Carer Journey Domains YES Questionnaire Transition and Continuity Access to Care Physical Comfort Involvement of Family and Friends Information and Education Respect for patients values and expressed need Emotional Support and alleviation of fear and anxiety Coordination and Intergration Individuality Choice and Involvement Attitudes Rights and Responsibilities Information Partnership Access Safety Physical Environment

Respect for consumers preferences, values and expressed need-Individuality Positive Feedback Supported to engage in activities Nursing staff supportive and helpful Values were respected Listened to Negative Feedback Isolation in inpatient units Treated like a child Lack of involvement in care plans Not respecting consumers wishes

Emotional Support and alleviation of fear and anxiety- attitudes Positive Feedback Nurses understand Consumers felt safe Consumers orientated to the unit –offered reassurance Staff were approachable Reflected in both YES and Consumer Carer Journey stories- positive Negative Feedback Anxiety from the physical environment Anxiety from other consumers Having to share a room

Information and Education District Overall 78%- Lower than the state average State Level – Information and Access The service- I saw no paperwork or information packages Treatment – diagnosis, medication , plans for admission – “what would happen next??? “ Plans for transfer – “I did not know what the plans were” I didn’t know why they kept me there Rights and Responsibilities Standard 2 Partnering with consumers and threaded throughout most standards- Communicating with Consumers

The Best Things about Mental Health Service - ISLHD Quality of care provided by staff is excellent Staff support consumers recovery Consumers feel welcome Family and carers are involved and involvement is positive Helpful when people are in distress Seeing people getting better

Thank You - Questions Irene Constantinidis Team Coordinator Consumer Participation 4220 7917 ISLHD Mental Health