Admission and Discharge Process

What happens during admission? You and your family members or carers meet with the doctor and nursing staff to discuss what will happen during your stay and you can ask them questions you may have. You will also be asked to fill in some forms which will help staff meet the needs of you and your family. You will be provided with a tour of the ward and will be shown to your room to settle in. Please note: If you are feeling unwell at all during your stay, inform your nurse immediately. It is important to maintain your physical health too. How long are admissions? Admission lengths vary greatly, depending on the individual circumstances, but will be for the shortest time possible. How are family members involved in care? Parents, carers and family members are required to visit and attend meetings. Feedback regarding assessments is provided by staff. Staff from the unit will also involve parents and carers in planning for your return home. We will ask you who you would like to be involved in your care. Discharge Planning Planning for discharge starts on admission and involves you, your family or carers and community agencies. Discharge planning helps with your move from the hospital back to your life at home. You and your family will be given information about available community services and we will discuss which ones would best meet your needs.

Services

School of Special Education Needs – Medical & Mental Health (SSEN:M&MH) SSEN:M&MH provides educational support to students of both public and private schools. Links are forged with schools, district education offices and external agencies. Students are supported in transition back to school or other education facilities. Interpreter Service The unit uses professional interpreters for non-English speaking people and people who have a hearing impairment. If you need language assistance, staff will help by contacting an interpreter over the telephone or by arranging an on-site interpreter.

Aboriginal Liaison Officer (ALO) The Liaison Officer for Aboriginal families can help to make your visit as comfortable as possible by:

offering practical and cultural support

linking you with other hospital services as required

obtaining information about your illness and treatment

contacting your community nurse or health worker about follow-up care if required.

For further information, or to contact the ALO before your admission, please call the ward on 9334 3689. Once you are on the ward, you can ask your nurse to contact them for you.

What to Bring There is limited space on the ward for your personal items, therefore you may be asked to leave certain things at home. You may also have to share a room with another young person during your stay, so please be mindful of other people’s space and belongings. You should bring:

clothing such as casual day clothes, pyjamas, footwear and hat

toiletry items (toothbrush and toothpaste, hairbrush, soap)

things to make your stay more comfortable such as photos or books

any current medications and inhalers o give them to nursing staff when you arrive.

Please note: If clothing can be sent home to be washed, then this is ideal. Otherwise, you can wash your clothes on the ward. The ward is not responsible for any lost or damaged clothing. What you’re not allowed to bring:

valuables

mobile phones and electronic devices capable of taking photos

cigarettes, lighters and alcohol

mirrors, aerosols and flammable cosmetics like aftershave and

perfume.

Any plug in items, such as iPods, need to be checked for electrical safety before they can be used on the ward. What is provided by the ward:

towels and linen

meals

telephone

medications.

Welcome to the Bentley Adolescent Unit The BAU is a 12 bed inpatient facility for young people aged 12-18 years. There is a range of staff at the BAU including:

Nursing staff

Consultant psychiatrists

Doctors

Occupational therapists

Social workers

Youth workers

Psychologists

Peer support workers Each shift you will be allocated a nurse who you can speak to about your concerns. They can offer you support or answer any questions you might have.

What others have said “I was really nervous at first because I had never been in hospital or seen what people in a psychiatric ward were like, but it wasn’t so bad.”

“I was very anxious because I thought it would be like what you see in the movies, with all the sick people lying in beds, but it’s not like that at

all.”

REAL Team Recovery Engagement for Active Lives (REAL) is the activity program in

the Bentley Adolescent Unit. The program provides group activities which run from 9am to 8pm, every day. REAL consists of an

Occupational therapist, Youth worker and a Nurse. The focus of the program is to engage you in meaningful activities and therapy, which is helpful for your recovery from mental illness. Groups can include:

art

cooking

exercise

music

psycho-education o drug and alcohol education o communication skills o sensory modulation.

The REAL team also holds a community meeting every Thursday at 9.30am. This involves members of the REAL team, Peer support workers, Nurses and the Clinical nurse manager. The community meeting is designed to allow you, as consumers or users of the service, to voice your opinion. This also gives you the opportunity to talk about what you like and don’t like about the ward and any ideas or questions you may have regarding your care or the services available to you. It also allows suggestions of activities that the REAL team provides each week.

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What you Need to Know Ward expectations and guidelines Staff, patients and visitors are required to treat the ward and equipment in a positive way and to respect other people and their property at all times. To ensure a safe environment for young people, visitors and staff we have zero tolerance towards aggression. If you feel unsafe, you should talk to a staff member immediately.

Visiting Hours A small number of close family members can visit you on the ward. If you would like friends to visit this must be pre-arranged with the treating team or doctor. Official visiting hours are 3.00pm to 5.00pm and 6.00pm to 8.30pm Monday to Friday, however, you are welcome to arrange with a staff member if you would like visitors outside of these hours. Visiting times on Saturday and Sunday are flexible.

It is also a policy that children under the age of 12 do not visit people in the Mental Health Intensive Care Area (MHICA) of the ward. You should let staff know if you don’t want to see a certain person as you have the right to refuse visitors.

Phone Calls Phone calls should generally be made and received outside of group activity time. You are able to make a phone call on request, within reason. Family members, carers and friends are able to contact the ward on 9416 3689 where they can be transferred to you when available. Mobile phones are not permitted.

Gifts We understand the therapeutic importance of visitors bringing gifts however, please note that inappropriate items such as breakables will not be permitted. If you have any questions regarding gifts, please speak with staff.

Seclusion and restraint CAMHS has a responsibility to keep all young people safe at the BAU. All staff are trained in using techniques that will help you to manage your emotions and behaviours. In the event that you display behaviours that are unsafe to yourself, another young person or a staff member – CAMHS may need to physically hold you until you calm down (this is called restraint), or move you away from other people to a safe place on your own (this is called seclusion).

Closed Circuit Television Monitoring (CCTV) In the interest of patients, visitors and staff, CCTV monitoring is in place on the unit. Monitoring only takes place in certain areas which does not include areas of patient privacy such as bathrooms or bedrooms. Cameras are positioned in entrances, corridors, isolated areas, courtyards, outdoor areas and the seclusion room. The cameras are used for monitoring purposes only and no recording takes place.

Staff The multidisciplinary team is the term used for your treating team. They may be working with you during your time with CAMHS services. Below is an outline of the staff that make up the multidisciplinary team and their main roles.

Mental Health Nurse: Nurses will work with you and your family on a range of areas including daily mental health care, assessment - looking at mental health, risk and living skills. Nurses also provide support, therapeutic interventions (helping you to manage your emotions), physical observations, medical care and medication administration.

Psychiatrist and Medical Staff: Specialist medical doctors who provide mental health assessment, diagnosis and treatment. This also includes trainee doctors, called Registrars.

Psychologist: Individual assessment or therapy, feedback to young people and their families, liaison with community based psychologists.

Social Worker: Family assessments and support, counselling, child protection issues, liaison with community and government agencies, referrals to community supports.

Youth Worker: Information, advocacy and referral to various government and non-government community supports including drug and alcohol, financial (e.g. Centrelink) and accommodation services.

Peer Support Worker: Have had lived experience of mental illness and can provide support and ensure your views are listened to.

Aboriginal Liaison Officer: Emotional, cultural and practical support, contacting your community about follow-up care.

Occupational Therapist: Development and assessment of independent living skills and supporting engagement in youth friendly day program.

Teaching Staff: Teachers who will liaise with your school regarding your transition back to school and any support which may be required.

© July 2014 CAHS 0856

This document can be made available in alternative formats on request for a person with a disability.

The Bentley Adolescent Unit is located at N block, Bentley Hospital, 18-55 Mills Street, Bentley. Parking is available on site as indicated on the map below. Parking is free and consists of two-hour limit and unlimited time options. For more information about public transport to and from the hospital contact Transperth by calling 13 62 13, or visit www.transperth.wa.gov.au.

Transport and Parking Bentley Adolescent Unit

Bentley Adolescent

Unit

Child and Adolescent Health Service (CAHS) The Child and Adolescent Health Service in Western Australia consists of Princess Margaret Hospital for Children (PMH), Child and Adolescent Community Health, Child and Adolescent Mental Health Services (CAMHS) and the New Children’s Hospital Project. CAHS supports the health, wellbeing and development of children and young people aged 0-18 years in community and hospital settings. Child and Adolescent Mental Health Service (CAMHS) The Child and Adolescent Mental Health Service (CAMHS) provides recovery-focussed mental health programs to infants, children and young people up to their 18th birthday. This means that services have the family at the centre of their care. These services focus on the strengths and needs of the family, offering choice and working together. CAMHS provides services in community and hospital settings. Services are available for children and young people who are experiencing significant mental health issues and their families. Within CAMHS there are three main areas – Acute, Community and Specialised. Families may receive services from one or more of these areas. Acute CAMHS Community CAMHS Specialised CAMHS

Acute CAMHS services are hospital and community-based programs including crisis and emergency response services.

Acute Response Team Ward 4H Princess

Margaret Hospital Bentley Adolescent Unit Acute Community

Intervention Team Transition Unit Paediatric Consultation

Liaison Program

There are 10 community CAMHS services across the Perth metropolitan area. These provide assessment and treatment of persistent mental health difficulties in infants, children and young people. Children and families are referred to these services by their treating therapist, specialist, GP, school or other community organisation.

Clarkson CAMHS Hillarys CAMHS Warwick CAMHS Swan CAMHS Shenton CAMHS Armadale CAMHS Bentley Family Clinic Stirling St CAMHS

(Fremantle) Peel CAMHS Rockingham CAMHS

Specialised CAMHS services support infants, children and young people with complex mental health needs.

Complex Attention and Hyperactivity Disorders Service

Eating Disorders Program Multisystemic Therapy Pathways

For contact details and more information about these services, please visit: www.cahs.health.wa.gov.au/general/CAMHS

About Child and Adolescent Health Services

CAMHS Vision and Guiding Principles

CAMHS Vision

We are committed to improving the health of children and young people experiencing

mental health issues.

CAMHS Guiding Principles

Help will be available to infants, children and young people.

Those with complex mental health issues will be helped first.

A team of staff, with a variety of skills, will be provided that can help with a family’s unique needs.

Services that focus on the whole family, with the child at the centre, will be provided by CAMHS in partnership, to meet the individual needs of a family.

Services will be empowering and goal-centred.

Services that identify and help mental health issues early will be promoted to increase the chances of good mental health outcomes, and to minimise negative mental health outcomes.

Children and young people will receive services as close to their own home as possible, in the place which best meet all of their needs

Children and young people, families, and carers will be able give their views about CAMHS services.

Services will aim to meet all needs of a family, regardless of their beliefs, race and background.

Services are based on what current research says will help families the most, and staff are trained to deliver these services.

Unless we believe you are have been harmed, or are at risk of harm, your information will not be shared without talking to you first.

We will work with schools to make sure children and young people have the best chance of doing well.

CAMHS Charter of Rights and Responsibilities

You have a right to:

Access • access services that support your needs and recovery• advice from CAMHS if we believe another service would

help you better

Safety • be safe from all types of harm• receive information about your care, including side effects of

any medication• receive information about the National Standards that

protect you from harm and improve our services• receive therapeutic care that keeps you safe in a place

where you feel comfortable• a second opinion

Respect • be treated with respect and dignity• develop partnerships with CAMHS that are without

discrimination and free from judgement• ask to receive care from a staff member of your own gender• be acknowledged for your journey throughout recovery

Communication • be given information in a language you understand• ask questions about your care and have your care

explained to you• receive information and be given choices about your care

and medication• receive information about informed consent• be heard

Participation • participate and be involved in your care and plans

towards your recovery• access advocacy – someone to help you speak out,

express your views and ensure your rights are being met• access additional support relevant to your needs and

culture

Privacy • protection of your privacy.• discuss who will see your health records and information• access your own health records and information in

accordance with the law

Comment • compliment and complain about your care• be given information on the correct way to compliment or

complain about your care

You have a responsibility to:

• be respectful towards staff and visitors at CAMHSservices

• give honest information around your health needsincluding any medication you are currently taking

• work together with CAMHS by asking any questions youmay have

• tell us any support, religious or cultural needs you mayhave

• let us know if you don’t want to follow the care ortreatment we have suggested

Making a complaint

To raise issues with staff members, you can:

• Discuss any concerns with the staff involved

• Ask to speak to a more senior staff member

• Ask to speak to the Advocate (see over page)

Customer Liaison Service (CLS)

• We welcome your complaints, compliments and suggestions.

• We are here to help and listen.

Location: PMH, Main Entrance, Level 4 (Opposite Patient Enquiries desk) Telephone: 08

9340 7198 Fax: 9340 7966 pmhcls@health.wa.gov.au

Postal address: Child and Adolescent Health Service Customer Liaison Service GPO Box

D184, Subiaco WA 6008

The Advocate can assist you with the complaint process.

Advocacy

• Representing you at the health service

• Providing you with information

• Helping you find out about your rights and responsibilities

• Liaise and negotiate with staff on your behalf where appropriate

Location: Customer Liaison Service PMH Telephone: (08) 9340 8315 Fax: (08) 9340 7966

pmhcls@health.wa.gov.au

You can also lodge a

complaint either:

• By phone

• In person

• In writing

• By email

Making a complaint Child and Adolescent Mental Health Service (CAMHS)

Information to include in your complaint

Describe the situation and include:

1. What happened, when and where it happened;

2. Who was involved;

3. What you would like to see happen as a result;

4. Your contact details, if you would like feedback.

What happens next?

1. Your concerns are documented. None of the complaint documentation is filed with medical records. It is kept separately with restricted access. Your complaint file is confidential.

2. You will receive a phone call or a letter, letting you know your complaint has been received.

3. Your complaint will be investigated. This can take up to 30 working days. If there are delays, you will be informed.

4. Once the investigation is complete, you will be sent a letter (unless you indicate otherwise) detailing the findings and any intended actions. You will be offered the opportunity to comment and if you would like to meet to discuss the outcomes that can be arranged through the Family Advocacy and Support Service.

If the service has been unable to assist in resolving your concerns, there are other agencies that can offer support.

Other contacts:

(08) 6551 7600 Free call: 1800 813 853

(08) 9221 3422 Free call: 1800 620 780

Office of the Chief Psychiatrist (08) 9222 4462

Making a complaint will not impact negatively on any future service, care or treatment you

may receive.

What’s the ESQ?

The Experience of Service Questionnaire (ESQ) is a questionnaire that has 15 questions that you answer yourself. The questions include things like:

What you think about your care with CAMHS and your time here with us

Whether you had accessibility to the services

How you felt about your care

Whether you felt comfortable and safe You or your parents or carers can fill this out; it’s completely anonymous so no one knows what you say. We need this information so that we can make CAMHS a safe and comfortable environment for everyone.

Where can you get an ESQ?

You can get a questionnaire from an administration staff member or the Service Manager/Clinical Nurse Manager.

The Experience of Service Questionnaire (ESQ)

Child and Adolescent Mental Health Service

Consent Taking part in the survey is voluntary. The care that you receive will not be affected by your participation in any way. It is very important that you understand this fully. If you don’t understand this, please ask. ESQ Responses You can find out what CAMHS are doing in response to the information we receive from ESQ’s by visiting www.cahs.health.wa.gov.au/general/CAMHS/esq and you can let us know what you think about our actions by emailing CAMHS.Participation@health.wa.gov.au