Welcome to The Willows - Leicestershire Partnership NHS Trust

Adult Mental Health Services

Welcome to The Willows

Patient information leaflet

Visiting The Willows
1 Cordelia Close
Please see Off Victoria Road East
page 22 for Leicester LE5 0LE
further details. General enquiries: 0116 225 5820
Any visits with Acacia: 0116 225 5846
children need to Cedar: 0116 225 5842
be arranged in Sycamore: 0116 225 5848
advance. Email: [email protected]

Website: www.leicspart.nhs.uk

Contents

Your information.....................3 Vehicles and driving..............18

Welcome to The Willows ........4 Laundry ..................................18

Safety of patients and staff ....5 Food and drink ......................19

Observation/engagement.......5 Belongings .............................20
Unacceptable behaviour.........7
Your care..................................8 Smoking alcohol and drugs ..21
Your care plan .........................9
CPA ..........................................9 Visiting times .........................22
Your family/carers ...................9
Privacy and dignity/same-sex
accommodation .................23

Spiritual, religious and cultural
needs ..................................24

Your assessment ...................10 Disability and individual needs

Patient Centred Meetings ............................................24
(PCMs).................................11 Welfare rights/sick notes ......24
Confidentiality.......................25
Taking leave from the ward Access to your healthcare
............................................12
records ................................25
Who’s who on the ward?......13 Activities and other services .26
Ward activities and groups...26
Student training and research Ward community meetings ..26
............................................15 Wellbeing clinics....................27
Patient Advice and Liaison
What do I need to bring to the
ward?..................................16 Service (PALS) ....................28
How to make a complaint ....29
Telephone and Internet access
............................................17

Mobile phones, cameras and
recording devices ...............17

Your medication ....................18 Support and advocacy...........30

2

Your information

Name
Named nurse/
Care co-ordinator
Consultant
Other doctors
Associate nurse
Nursing team members

Occupational therapists

3

Welcome to The Willows

A warm welcome to you from supportive therapeutic
all the team at The Willows - a environment. We encourage
30 bedded rehabilitation unit you to be fully involved in your
for people who have severe care, asking you to contribute
and enduring mental illness. to the development of a
The unit has three ten bed, structured plan of care and to
mixed gender wards which help us to understand what
are all on the ground floor. All you need to recover.
service users have their own
rooms, and a few have en-suite Part of your plan of care will
facilities. Although wards are include structured activities
mixed gender, all sleeping areas which focus on your interests
and bathing/toileting facilities and strengths, allowing you to
are single sex. In September improve how you cope with
2014 a fourth, eight bedded day-to-day living.
male only ward will be opening.
This ward will provide a safe The ward staff are here to
environment for some patients support you to work towards
before they progress to one of your recovery.
the unlocked wards.
More information is available
We know that coming into on the ward, but if you can’t
hospital can be very difficult find what you’re looking for
and frightening, especially if please ask a member of staff
it is your first time on the unit. and we will do all we can to
The staff are here to help you help you.
and as you feel ready, we will
show you around the ward We will plan your discharge
and introduce you to patients with you and work with
and other staff. community teams and your
relatives and carers to discharge
The Willows is a homely you into the community with
and relaxed unit, with care the right support. Most service
provided in a friendly and users will stay for between six
and fifteen months.

4

Safety of patients and staff

We are aware that being providing a safe and pleasant
in hospital can be very environment for people who
frightening, and staff will be use the service and our staff.
keen to talk to you about how
we can help you to feel safe. Please do not bring dangerous
Please tell staff if you feel objects, such as knives into our
worried or unsafe at any time, premises. On admission, staff
or if you feel concerned about will advise you what items (for
the safety of anyone else on example razors, nail scissors
the ward. If you would prefer and lighters) need to be placed
to talk to someone outside of in safekeeping during your
the ward, you can contact the stay. You will be advised how
ward Matron or any of the to access such items if needed.
advocacy services provided on
page 26. If you wish to make Observation/
a complaint about safety on
the ward, this will be carefully engagement
investigated and we will do all
we can to maintain the safety We want to keep you safe
of everyone while this happens during your stay, so you may
(please see page 24 for further hear staff and patients talking
information). about observation/engagement
levels. These levels apply both
Violence and abuse is not to be on and off the ward and on
tolerated by anyone on the ward admission you will be placed on
and this includes staff, patients a level then reviewed within
and visitors. We will press for 24hrs. There are four levels
the maximum possible penalty which are individually care
for anyone who behaves in a planned to ensure your safety.
violent or abusive way. These levels range from a
member of staff being with you
We aim to provide high at all times, to being regularly
standards of care and service checked by a member of staff.
and, in return, we all expect
to be treated with respect. If you are unsure why you have
The ward staff and the been placed on an observation
organisation are committed to level, please ask a member of
staff to explain.

5

You can expect us to: In return we ask that you:

• treat you with a • provide us with the

professional standard of necessary information
care, by appropriately about your condition,
qualified and experienced symptoms or medication
staff in a clean and safe in order to provide
environment appropriate care

• tell you about your • treat our staff with the

treatment and care and same respect you expect
listen to your views about from them
what you need
• only smoke in the
• ask you for your informed
designated area
consent to any treatment
• accept that you could be
• enable you to make choices
moved to another bed or
and regain control over ward during your stay
your life
• are not violent or abusive
• treat you with respect,
towards anyone
dignity and compassion at
all times regardless of your • do not bring alcohol into
gender, race, religion or
belief, sexual orientation or the Unit
disability
• do not bring illegal drugs
• let you see your own health
into the Unit
records and keep your
confidential information • do not bring dangerous
safe and secure
objects, such as knives
• respect your culture, into the Unit. Items such
as razors, nail scissors and
spirituality, life experiences lighters should be handed
and values to staff for safe keeping
until they are needed
• recognise the role of your
• respect that this is a
carers, family and friends
and keep them informed of hospital environment
your progress if you wish. and DO NOT take any
photographs or video
recordings.

6

Unacceptable behaviour

The Trust encourages the reporting of any form of harassment,
verbal or physical abuse including any unacceptable behaviours
by patients, visitors or staff. In extreme circumstances the Trust
will pursue prosecution proceedings against any individual
concerned.
These behaviours include:

• violence
• threats or threatening behaviour
• theft
• willful damage to Trust property
• drug dealing
• abusing alcohol or drugs in hospital. (However, all medically

identified substance abuse problems will be treated
separately)

• offensive sexual gestures or behaviours
• malicious allegations relating to employees, other patients/

clients, or visitors

• derogatory racial or sexual remarks
• threatening or abusive language involving excessive

swearing or offensive remarks

7

Care Programme Your care
Approach (CPA)
There is a national Your care will be provided by a multi-
system for disciplinary team including doctors, nurses
delivery of care and other professionals (please see page 9).
in mental health We aim to provide inclusive services for
services called the everyone that respond to the needs of the
Care Programme individual. We want you to:
Approach (CPA).
If this applies • be involved in decisions about your care
to you, you will
have a CPA care and treatment
co-ordinator
who will be • have an assessment of what your needs are
responsible for • have a Care Co-ordinator to help pull
overseeing your
care. If you would everything together
like to know more
about CPA, we can • have a written care plan explaining
give you a leaflet.
what is happening
Nursing staff have
a change of shift • be involved in regular reviews to check
three times a day
– early morning, that everything is progressing
lunchtime and
late evening. At • have support for your carers / family if
these times, nurses
have a handover they need it
meeting to ensure
that we share • be followed up if you go on leave and
information about
the care and needs after you leave hospital, to make sure
of each patient you’re ok.
on the ward.
You will be given a named nurse who
will work with you to complete a full
assessment of your needs.

8

Your care plan

The Services and treatments you will have are all written down
in a care plan, which explains what they are for, how they
work and who is responsible for each part. You should always
be involved in deciding what goes into your care plan and will
always be able to have a copy of it.

Your consultant and/or care co-ordinator will talk through with
you what the choices are, discuss them and agree your care.

Your care plan might include information on:-

• Medication • Interventions
• Talking Therapy • Occupational Therapy
• Activities and Recreation • Planning towards discharge

We will always endeavour to work with you and your carer/
family so you are as involved in your care process as possible.
Your consultant will take part in a PCM (Patient Centred
Meeting) approximately every 10 days. Please see page 10 for
further details.

CPA reviews (Care Programme Approach) are approximately
3 monthly. Your Care Co-ordinator, Consultant, Doctors, OT’s,
Social Workers and if you wish your carers / family, will be in
attendance to review MDT (Multi Disciplinary Team) Care Plans.

Your family/carers

If you have family or friends who provide a lot of support for
you there may be some things we can do to help them, like
giving them information about services, or putting them in
touch with other carers.

If they provide a lot of support regularly, they may be entitled
to a carer’s assessment. Your Care Co-ordinator can help with
this. Let them know if you think family or friends need help.

9

Your assessment We will also ask if you have any
particular requirements
To make sure we know what because of your religion or
your needs are and to help us spirituality, culture, sexuality,
work out how we can meet age, gender, disability etc. Any
them, we will begin by talking needs will be taken into account
to you. Sometimes we might and planned into your care.
need to take tests to check
out any physical problems, If you need the protection and
which may be making things support of the Mental Health
worse. We will always talk to Act or the Mental Capacity Act,
you about these first. When we may need to do a special
we have got a clear picture of assessment, but we will explain
what the problems are, we can this to you.
provide treatment to help you
start to recover. Your physical health
contributes to your mental
The sort of things we will talk wellbeing, so as part of your
to you about will include: admission to the Willows, a
doctor or nurse will carry out
• what has happened to bring a physical examination to
assess your physical health. The
you on to the ward doctor or nurse may check:

• your physical and mental • your temperature
• your pulse
health • your respiratory rate
• your blood pressure
• family and relationships • your height and weight
• the levels of oxygen in
including any parenting or
caring responsibilities you your blood (this is done
have by placing a device called
a pulse oximeter on your
• your housing and money finger)

needs • your reflexes
• your urine sample
• what you do during the

day and whether you need
any help with day to day
activities such as shopping
or looking after yourself

• what your goals are for the

future

10

Other checks may be necessary The doctor will discuss the
to monitor your physical medication you are taking,
health and these may include if you are having any side
blood tests. Any tests will be effects or if you have noticed
discussed with you. any positive changes in your
mental health.
A GP visits the unit every week
to review people’s physical We will check regularly
health. If you already have a with you to make sure the
GP and are able to get to your treatment and support you are
own surgery, we will support getting is working, or if any
you to do so. changes need to be made.

If you have any concerns at all Patient Centred
regarding your physical health, Meetings (PCMs)
please discuss this with the
nurses or your doctor and let You will be invited to regular
us know if you have any pre- PCM’s approximately every 10
existing medical problems. days, where you will have an
opportunity to express and
If the nurses and doctors decide discuss issues surrounding your
that a change in your medication care. You will be invited to
is required, this will be CPA reviews (Care Programme
discussed and explained to you. Approach) approximately 3
Sometimes the doctor will monthly. Your Key Worker, any
discuss different types of other involved professionals
medications which are available and if you wish any family
to treat your condition. or carer’s will be invited to
discuss your progress and
A pharmacist is available to planning your progress toward
visit the Willows. They will be discharge.
happy to sit down and discuss
different medication options
with you and can also advise
on such things as side effects
and dosages.

11

Who makes the Taking leave from the ward
decision?
If you have been Leaving the ward for periods of time will
detained under be part of your recovery. Leave will help
the Mental both you and your care team to see what
Health Act, your progress you are making and to make
consultant will plans for the future. You will be fully
need to decide involved in planning any leave.
about your leave
- this is called What is the purpose of leave?
a section 17 The reason for leave will vary. It can be for
leave and they recreational and therapeutic purposes. For
may have to get example you may be given leave to
permission from
the Ministry of go for a walk in the grounds
Justice. They
will need to • attend college or do voluntary work
write down •• go shopping to see how you are able to
the duration,
destination, budget and manage
frequency and
type of leave • go home to see how you manage
before you will
be allowed to go. Different types of leave
Leave will either be escorted (with a
The multi- member(s) of staff) or unescorted. Leave
disciplinary will be given for a period of time -
care team will anything from 30 minutes to a week or
make the same more and can be for a specific purpose.
decisions about
all other patients. When you return from leave we will ask
you and your relative or carer how it went.
This feedback is recorded in your clinical
notes and will be used as part of the on-
going risk assessment which provides
information for the multi-disciplinary team
to base clinical decisions about your care,
e.g. can you have further leave, more
extended leave, do you need to have
leave to see how well you can use public
transport, etc.

12

Who’s who on the ward?

All staff wear name badges.
Many different members of staff will contribute to your care
or be part of your multi-disciplinary team while you are on the
ward. We have provided brief explanations of their roles below
and hope this is helpful. Please note that nurses and psychiatrists
are the only staff based on the ward.

Mental health nurses

Matron: navy blue tunic with red trim

Deputy Matron: navy blue tunic with white trim

Mental Health Nurse: mid blue tunic with white trim
The qualified nurses on the ward have completed specialist
training in mental health nursing. Your ‘Named Nurse’ is the
nurse on the ward who will be your main link while you are in
hospital. The ward Matron is the senior nurse in charge of the
ward.

Named nurse/Care coordinator - Your named nurse/care
coordinator will work with you to ensure that your personalised
care plan is implemented. Your named nurse/care coordinator
has overall responsibility for your care, and he or she will
monitor the services you receive. This will include making sure
that regular reviews of your care are undertaken.

Associate nurse - When your named nurse is off duty, he/she
will make sure that an associate nurse is available to cover their
duties. You will be told who the covering associate nurse is
when your named nurse is absent from the ward.

Healthcare support workers (pale blue tunics with white trim)
- Healthcare support workers are unqualified nursing staff who
work on the ward under the supervision of a qualified nurse.

13

Psychiatrist - A psychiatrist is a possible admission to hospital
doctor who specialises in the under the Mental Health Act.
diagnosis and treatment of
people who have mental health Clinical psychologist - A clinical
problems. Psychiatrists have psychologist has a psychology
undergone specialist training degree together with clinical
and may diagnose illness, training in psychology. Clinical
prescribe medication and other psychologists are trained in
forms of appropriate treatment. research, assessment and
the application of different
Consultant psychiatrist - A psychological therapies.
consultant psychiatrist is an
experienced mental health Psychotherapist -
doctor with additional specialist Psychotherapists help people
training in psychiatry. The to be in more control of their
consultant is medically own lives by helping them
responsible for the care of understand themselves and
people receiving mental health their relationships with others.
services and also supervises They provide therapy on a one
junior doctors. to one basis and in groups.
There are many different types
Social workers - Social workers of psychotherapy (also known
have specialist training and as talking therapies).
experience in assessing mental
health difficulties and are Occupational therapist (OT) -
familiar with the problems Occupational therapists
experienced by users of mental are qualified healthcare
health services and their families. professionals who use
They will organise social care purposeful activities to treat
support for people in contact people with physical and
with mental health services, mental health problems. They
such as helping with housing work as part of a team to
and getting welfare benefits. identify problems caused by
Some social workers are involved people’s conditions and find
in assessing a person for ways of coping with these to

14

encourage independence and plans, provide ongoing support
a better quality of life. They with problems, supervise
are assited by Occupational medication, give injections and
Therapy Assistants (OTAs) help with counselling.

Support, time and recovery Inreach Service - The aim
(STR) worker - Support, time of the Inreach Service is to
and recovery workers play a provide help and advice with
key part in the co-ordination housing, benefits, debt and
of care. They undertake a financial issues.
range of tasks to support
service users and promote Student training and research
independent living.
An important part of our work
Pharmacist - A pharmacist is a is training the doctors, nurses
healthcare professional who and other professionals for the
ensures that the medications future. Students in training
that service users receive are regularly spend time working
safe, effective and appropriate. on the wards. All students are
supervised by fully-qualified
Community Mental Health staff members. On occasions,
Team (CMHT) - A we may ask if you are happy
multidisciplinary team offering for a student to provide your
specialist assessment, treatment treatment. If you do not want
and care to people in their a student to assist with your
own homes and the community. care, please tell your nurse.
You may be asked if you are
Community Psychiatric Nurse willing to take part in research.
(CPN) - CPNs are qualified nurses If you say no, your care and
who work with people in the treatment will not be affected.
community. They work as part
of a CMHT and may see people
in a variety of settings such
as at a health centre or in a
patient’s own home. They work
with patients to develop care

15

What do I need to bring to the ward?

Each patient has limited personal space for storage. Whilst we
encourage you to bring some personal possessions to make your
stay more comfortable, we ask that you do not bring more than
you need. Unfortunately we cannot provide storage for any excess
belongings so will ask that you send them home with your family.

Wherever possible we encourage all patients to be responsible
for their own possessions. We do provide lockers to keep small
sums of money and belongings safe. We advise you not to bring
valuable items, such as jewellery on to the ward. We cannot
accept any responsibility for loss of or damage to personal
property, including money, unless you have been given an
official receipt from the Trust.

Generally we ask that you do not bring items such as televisions,
stereos or laptop/tablet computers with you. Our staff must
check and authorise any electrical items before they are used.
casual clothes
shoes/slippers
dressing gown
glasses
hearing aid
hair brush/comb
dentures (and denture care products)
toiletries (shower gel or bubble bath, shampoo, toothbrush,

toothpaste, deoderant)
shaving kit (if applicable)
a small amount of money for buying day to day items
books, magazines, puzzle books, games
items such as photos which may help you to feel at home

If you have forgotten anything, please ask a member of staff
who may be able to help with emergency items.

16

Telephone and Internet access Mobile phones,
cameras and
Most patients will be able to keep their recording
mobile phones on the ward, and we advise
that you keep them with you at all times. devices
Chargers must be handed in and charging
will take place in the staff office. All patients
and visitors are
A payphone (situated at reception) is reminded that
avilable for use. If reception is unstaffed this is a hospital
(out of hours), you will need to ask a environment,
member of staff to use the phone. and although we
allow the use of
If you need to make a private phone call, mobile phones to
for example to your care team, solicitor, make and receive
benefits or housing agency, please ask a calls, they must
member of the nursing team who will be not be used for
happy to give you access to a telephone. photographic
or videoing
Ward Phone purposes. This
is to protect
There is a phone available on the ward and respect
that can receive incoming calls only and the privacy
can be given to carers and friends to and dignity of
contact you during your stay. Please ask everyone. Failure
staff for the number. to comply with
this request may
We hope to be able to offer computer and result in legal
Internet access, please ask staff for details. action being
taken.

17

Your medication common side effects. You can
also ask to talk to a member of
Medication is dispensed from the ward staff or a pharmacist
the medicine cupboard four about your medication, and
times daily. During your stay we will explain things to you in
you may gradually become a way you prefer.
more involved in looking
after and taking your own Vehicles and driving
medications. The staff will
talk to you about this as the As an inpatient, we ask you
need arises and give you full not to bring vehicles onto our
support. premises or car parks unless
you have agreed this with your
Medication times are generally: consultant psychiatrist and
8.30 - 9am named nurse.

12.30 - 1pm As both mental health
5.30 - 6pm difficulties and medication can
10 - 10.30pm affect concentration, please
ask your consultant psychiatrist
If you require medication for advice before you drive a
on request or at specific vehicle.
times of the day this will
be administered to you as Laundry
prescribed. Unless you are on
a self-medicating programme We recommend a supply of
you are not permitted to have easily washable day and night
medication on your person clothes. We do have laundry
or in your room – it must be facilities (washing machine
handed in for safe-keeping. and dryer) on each ward and
encouraging you to wash, and
If we have prescribed you any cleaning your clothes will be
medication, you can ask for part of the rehabilitative work
the pharmacy department to that we will support you with.
give you a leaflet on it. This
leaflet will explain the purpose Bed linen is provided and
of your medication, and any laundered by the unit. Towels
can be provided unless you

18

wish to bring your own. Please ask a member of staff for fresh
towels and bedding as you need it. You will be encouraged to
change your bed linen on a regular basis.

Please note the Trust cannot be held responsible for lost or
mislaid items.

Food and drink

While you are on the ward we want to make sure you get the
correct food and drink to meet your needs, as this will help keep
you well.

Daily menus are displayed providing three meals and at each
sitting there is a choice.

We also provide special diets to meet physical and cultural
needs. Please speak to a member of the nursing team for further
information. Nutrition is an important part of your recovery and
we will record your weight monthly unless concerns are raised
about your dietary intake and this may be increased.

A variety of hot and cold drinks are available during the day at
the drinks station on each ward.

Breakfast 8am - 9am

Lunch 12pm - 12.30pm

Evening meal 5pm - 5.30pm

We want you to feel welcome during your stay so please speak
to staff if you would like a snack outside of these meal times.

Each fortnight the ward has a community meeting which is an
opportunity to express any concerns about issues including the
menus. This can also be raised at the patients Food Focus Group,
please speak to a member of staff to find who the current panel
member is for your ward as this is a fellow patient.

19

Belongings

We make every effort to make sure you are kept safe and well
whilst on the unit. This means certain items may have to be
taken aside and stored appropriately.

On admission you should have been advised by staff not to keep
large amounts of money or valuables with you during your stay.

Arrangements can be made for you to have a small secure
storage locker or you can hand in your valuables for safe
keeping.

Any items (including money) will be recorded on a property
sheet and a copy given to you. Any items or money not booked
in are solely your or your relative or carer’s responsibility.

Certain objects may be taken for safe keeping to ensure
everyone’s safety. These include:

• All medication (including over the counter and herbal
products)

• Scissors, knives and other sharp objects
• Lighters, matches
• Glass, glass bottles
• Illicit drugs and alcohol
• Toxic substances (e.g. nail polish remover)
• Mobile phone chargers
• Flammable items (e.g. lighter fluid, aerosols)
• Plastic bags

Of course, some items will be stored and given to you when
required (e.g. razors). Use of such items may need to be
supervised.

20

Smoking alcohol and drugs If you would
like help to stop
We want to help keep you fit and healthy smoking please
and can support you if you would like to let the nursing
stop smoking. Please ask a member of staff know and
staff for further information on smoking they will contact
cessation and nicotine replacement the Smoking
therapy. Should you wish to smoke, staff Cessation Team
will direct you to an outside smoking for you.
area, however staff have the authority to Alternatively for
remove any smoking materials for safety free confidential
reasons. All lighters must be handed to advice and
staff for safe keeping if you are going to support to quit
your room. call

Smoking is prohibited for visitors anywhere 0845 045 2828.
on the unit grounds, as it is for any NHS
Site. The Trust
is currently
Alcohol and non prescribed drugs are working towards
strictly forbidden on the unit. When you becoming a
return to the unit, there may be occasions smoke free
when staff may decide to search you or environment.
your belongings. This is done because we
need to reduce the likelihood of substances
or items which could cause harm to you,
other patients or staff from being brought
on to the unit. Body searches will always
be conducted respectfully and by someone
of the same sex.

21

Visiting times

There are no fixed times to visit during the
day. However, we ask that visitors do not
visit before 9am, after 9pm or during meal
times as we operate a Protected Mealtimes
Policy. If there are special circumstances
that prevent a visit happening between
9am and 9pm, we ask that visitors contact
the ward to make special arrangements.

Breakfast 8am - 9am

Lunch 12pm - 12.30pm

Evening meal 5pm - 5.30pm
Visitors are asked to report to reception
who will contact the ward and visitors
will be escorted through the core patient
area to the ward by nursing staff. We ask
all visitors not to enter any bed areas to
respect the privacy and dignity of others.

Any visitors If you ask, staff will try to make
suspected of arrangements for you to talk privately to
carrying any friends and relatives but due to limited
dangerous items, space, the use of private space is prioritised
alcohol or illegal for children visiting.
drugs may be
denied access to Children visiting
the wards. As children are not allowed on the open
ward, we do have some limited family
space. Please speak to ward staff, in
advance, who will be happy to book this
private space for you.

22

Privacy and dignity/same-sex accommodation

You have the right to receive All our wards are committed
high quality care which is safe, to providing same sex
effective and respects both accommodation. This means you
your privacy and dignity. can expect to find the following:
Whilst in our care you can
expect to be: • The bedroom wing where
your bedroom is will only
• shown respect and treated have patients who are the
with dignity same sex as you.

• treated as an individual in • Your toilet and bathroom
expressing your needs and will be just for your gender.
wants
With the exception of Maple
• supported to maintain the ward (male only), the ward is
maximum possible level of divided into two areas caring
independence, choice and for up to either six men and
control four women or six women
and four men. The day areas
• listened to and supported in and bedrooms are completely
expressing your needs and separate to ensure your privacy
wants and dignity. However the
main lounge, quiet lounge
• respected in your right to and smaller interview/lounge
privacy and confidentiality room are open for all patients
to use and mix with staff and
• fully involved in planning relatives. It is important to
your care, with family understand that both male
members and carers as care and female nurses, doctors and
partners other staff may come into your
bedroom.
• assisted to maintain
confidence and positive self Please talk to your care co-
esteem ordinator/associate nurse or
consultant if you think we have
• helped in alleviating breached any of the above.
loneliness and isolation

• able to complain without
fear from retribution

• Free from any experience of
abuse

23

Spiritual, religious and cultural needs

Your named nurse will ask you if you have any spiritual, religious
and cultural needs, and together you can agree on how we can
best meet these needs.
We can provide the following to meet your needs:

an appropriate area for private prayer

• information on local religious support
• an acceptable diet
•• a high-quality, confidential interpreting service, and

Healthcare chaplains are available to anyone who uses our
services. Whatever your particular faith, the chaplain can arrange
for you to receive suitable help and support. The chaplains can:

pray with you - lead public worship or pray quietly at a bedside

• listen confidentially to your private concerns
• help someone find meaning in a life approaching its end, or
•• just have a chat.

You can ask any member of staff to contact the chaplains or you
can call them on: 0116 295 7569.

Disability and individual needs

As an NHS Trust, we are committed to valuing people’s differences
and treating everybody fairly and equally. We aim to provide
services that are responsive to individual needs, taking into account
race, religion, disability, age, gender and sexual orientation.
Your named nurse will work with you to assess your individual
needs and together you can agree how they can best be met.

Welfare rights/sick notes

The staff will help you where possible with benefit forms and
phone calls. Sick notes are available from the ward upon request.

If you have a social worker involved in your care they may
be able to assist you in this area. Where possible you will be
encouraged and supported to be independent.

24

Confidentiality Access to your
healthcare records
By law, all staff working
within the trust must keep You have the right to see the
information confidential. We records written about you.
carefully store all healthcare
notes. Other people involved • If you would like to look at
in your care may need to see these records, you should
some information, for example contact either your named
members of the care team. You nurse, your advocate or
have a right to ask who we are your consultant psychiatrist.
giving this information to and They can discuss your
what this information is. If we records with you on an
need to pass any information informal basis or help
to people outside the care you to make a formal
team, we will normally ask application.
your permission. For example,
your named nurse may need to • When you see your records,
talk to a housing officer about a member of staff will
your needs. be there to answer any
questions you may have and
There may be times when we to explain terms you may
need to pass on information not understand.
to avoid a risk to yourself
or others. We will normally • If you feel the information
discuss this with you in the record is incorrect,
beforehand. However, if staff you can ask your named
are very concerned, they nurse or consultant to
may pass on this information discuss the possibility of
without your permission. amending them. You also
have the right to challenge
If you would like more the contents of records,
information, you can ask staff and we will give you the
for a copy of our leaflet ‘How opportunity to add your
we use your information in the own views.
NHS’.

25

“You will meet Activities and other services

some lovely Members of the care team are available
people to work with you on a one to one basis,
supporting the goals which are included
”during within your care plan. They can help you
to make links with the community etc.
your stay.
There is an activity board on the ward
Language and which shows what is available on different
communication days such as breakfast club. If you would
We can offer like to take part in any of these activities
information and please speak to a member of staff.
an interpreting
service in a The unit has a games room with darts, pool
number of table, football table and gym equipment.
different There is also a computer and library room
languages for which also houses a Nintendo Wii. Please
those people speak to the care team as you will need to
whose first be assessed to use the gym equipment for
language is not safety purposes.
English.
Local services such as shop, café, GP,
hairdresser, dentist and chiropody etc can
be accessed with support from staff.

Ward activities and groups

There is a notice board on the ward giving
information about daily groups and
activities that you may wish to get
involved in.
Ward community meetings
Ward meetings are held fortnightly. You can
find more information about the community
meetings on the ward notice board.

26

Wellbeing clinics “Use the gym,

Staff hold regular Wellbeing Clinics on do art,
the ward to give you an opportunity to
talk about how you can take care of your get together
physical health. We can offer a range
of health checks and information about ”with others,
healthy living and how this can help you
with your recovery. take a walk.

We dedicate one day a week to activities
on wellbeing, to give protected time to
things like physical health checks, sharing
information about wellbeing and time
at the gym (you can also use the gym
throughout the week).

“ Be healthy
”and active.

27

Patient Advice and Liaison Service (PALS)

Our PALS Team is here to help you with any compliments,
questions, comments or concerns you may have relating to our
services. We can help you by:
• providing confidential advice and support to anyone who

uses our services, their families and carers
• listening to any suggestions, queries or compliments
• liaising with our staff to resolve any issues you raise as

quickly as possible
• providing information on services and local support groups
• helping to sort out health concerns on your behalf
• giving you information on how you can get involved in

helping us to develop our services

Concerns

All our staff strive to provide the best possible care and service.
However, occasionally things can go wrong and you might
feel unhappy or concerned about the care or treatment you or
someone you care for has received. The first thing you should do
is talk to a member of staff at the place the care or service was
provided to try to resolve things. If this does not resolve your
concerns, you can contact a member of our PALS Team and they
can help you to decide what steps to take next.

How to get in touch with us:

Tel: 0116 295 0830 FREEPOST RSUL-LSXC-AGJU
Mon to Fri 9am - 5pm PALS
Leicestershire Partnership NHS Trust
Email: Lakeside House
[email protected] 4 Smith Way
Grove Park
Fax: 0116 2950843 Enderby
Leicestershire LE19 1SX

28

How to make a complaint

We provide high quality integrated mental health, learning
disability and community health services in Leicester City,
Leicestershire County and Rutland.

All our staff strive to provide the best possible care. However,
occasionally things can go wrong and you might feel unhappy
about the care or treatment you or someone you care for has
received.

If this is the case, the first thing you should do if you feel able,
is talk to a member of staff at the place the care or service was
provided to try to resolve things.

If you don’t feel able to raise your complaint with the service,
or are not satisfied with their response please contact our
Complaints Team who will be happy to support you through
this process. We will get in touch with you within three working
days to let you know what we are doing to investigate and
when you can expect to hear from us. We assure you that your
future care and treatment will not be affected should you make
a complaint.

How to get in touch with us:

Tel: 0116 295 0831 Mon to Fri 9am - 5pm

Email: [email protected]

Fax: 0116 2950843

Write: FREEPOST RSUL-LSXC-AGJU
Complaints Team
Leicestershire Partnership NHS Trust
Lakeside House
4 Smith Way
Grove Park
Enderby
Leicestershire LE19 1SX

29

Support and advocacy

There may be times when you or your relatives have concerns
or questions about the care and treatment you are receiving, or
you may need some support.

Advocacy is a way of representing people’s interests. Advocacy
can empower you to express your personal views and needs (for
example, by accompanying you to meetings or helping you to
write letters) so that you can get your rights and entitlements.
Advocacy can also assist you to make informed choices by
offering you the information you need.

Your named nurse can help you to choose an advocacy service if you
want. You will find some useful contacts on the following pages.
Your named nurse will also make sure that you receive details
of any voluntary organisations that may also be able to help or
support you. You can contact these services directly, or we can
help if you would like us to.

Useful contacts Age UK - Leicester

Adhar Clarence House
46 Humberstone Gate
79 St Peter’s Road Leicester LE1 3PJ
Leicester
0116 222 0555
0116 220 0070
Information, counselling,
A voluntary organisation support and legal advice for
offering support to Asian anyone over the age of 55
people experiencing mental and their carers.
health difficulties and
distress.

30

Age UK - Leicestershire Autistic Society
and Rutland (Leicestershire)
0116 291 6958
113 Princess Road East
Leicester LE1 7LA Provides support and
information and encourages
0116 299 2233 better understanding of
autism.
Services include day centres,
carer respite service, lunch CLASP The Carers Centre
clubs, minority ethnic
outreach service, information Matrix House
and advice, home help, 7 Constitution Hill
homecare and home visiting Leicester
service.
0116 251 0999
Akwaaba Ayeh
CLASP aims to raise the
40 Chandos Street profile of informal carers in
Leicester Leicester and Leicestershire.

0116 247 1525 Crossroads - Caring for
carers
Akwaaba Ayeh caters
mainly for African, African One Stop Shop
Caribbean and Asian people Wycliffe House
with mental-health problems. Gilmorton Road
It offers an advocacy service Lutterworth LE17 4DY
through information, advice
and support to people 0145 555 575
experiencing mental-health
problems and their carers. Advice, information and
practical and emotional
Al-anon and Fam-anon support for anyone who is
0207 403 0888 caring for someone with
mental health difficulties.
Advice and support for
families and friends of drug
users.

31

CRUSE Focusline

Community House 0800 027 2127
133 Loughborough Road
Leicester Offers confidential support,
information and emotional
0116 288 4119 support to any adult in
Leicestershire and Rutland
This is the Leicester group of who has a mental health
a national organisation which problem, as well as to carers
aims to help those who have and professional agencies.
suffered the loss of a loved
one.

DrinkLine Independent Complaints
0800 917 8282 Advocacy Service

Alcohol advice, support, POhWER
information and self-help
materials 0300 456 2370
www.pohwer.net
Drug Advice Centre
Provides free independent
96 New Walk, Leicester advice on how to make a
complaint about the NHS.
0116 222 9995

Eating Disorders
Association (beat)

08456 341414

A national charity providing
advice, information and
helplines for help and
understanding about eating
disorders.

32

LAMP Leicester Lesbian, Gay
and Bisexual Centre
65 Regent Road
Leicester 15 Wellington Street
Leicester
0116 255 6286
0116 254 7412
LAMP is a mental health
charity working in Leicester, The centre is staffed by
Leicestershire and Rutland. lesbians, gay men and
It promotes advocacy for bisexuals and it provides
people experiencing mental a range of support and
distress and their carers, information.
provides mental health
information, promotes MDF – The Bipolar
mental health and develops Organisation
services. It has an excellent
website providing local 08456 340 540
information on mental health
and a directory of services at A national organisation for
www.lampdirect.org.uk people diagnosed as bipolar
or manic depressive, and
LEEAP Leicester Ethnic their relatives and friends.
Elders Advocacy
Project Mencap

33 Chandos Street Kimberly House
Leicester Vaughan Way
Leicester
0116 275 5515
0116 242 2740
LEEAP serves the black and
Asian elderly communities in A voluntary organisation
Leicestershire, and provides which supports people with
an advocacy and information learning disabilities and aims
service to users and their to help them to live full lives.
families.

33

CQC Mental Health Act Open Assembly @
Genesis
Citygate
Gallowgate c/o LAMP
Newcastle upon Tyne 65 Regent Road
NE1 4PA Leicester

03000 616161 0116 255 6286
(choose option 1)
An independent organisation
Email: [email protected] which represents the voice
Website: www.cqc.org.uk of service users in the city of
The CQC deals with Leicester.
complaints from patients
and ex-patients of mental People’s Forum
health units who are, or have
been, held under the Mental Unit 26 Vulcan House
Health Act. Vulcan Road
Leicester
MIND
0300 123 3393 0116 262 7952

MIND is a national An independent organisation
organisation which provides which gives people who use
information and services for mental-health services an
those suffering from mental equal say in how services are
health difficulties, and their planned and delivered in the
relatives, friends and carers. county.

Quetzal Project

14-16 Talbot Lane
Leicester

0116 253 9103

A project for women who
have experienced the long-
term effects of sexual abuse
in childhood.

34

Rethink – Severe Mental Savera
Illness
0121 522 7007 125 Loughborough Road
Leicester
A national organisation
which provides information 0116 261 2837
and services for those
suffering from severe mental Savera provides services
illness, and their relatives, for Asian people who are
friends and carers. Rethink suffering from mental-health
has many local carers groups problems, and their carers.
in Leicestershire.
Talk to Frank
0300 123 6600

Free information on drugs

Samaritans Turning Point
08457 90 90 90
42 High Street, Coalville
A 24-hour helpline listening
service for people who 01530 812 805
need someone to talk to at
desperate times. or
22-24 Frederick Street,
Sane Loughborough
0845 767 8000
01509 611111
An out-of-hours phone
helpline for anyone coping Drug and alcohol advice and
with mental illness. counselling support

35

If you need this information in another language
or format please telephone 0116 295 0994 or
email: [email protected]

Arabic

0116 295 0994

Bengali

0116 295 0994

Traditional Chinese

0116 295 0994

Gujarati

0116 295 0994

Hindi 0116 295 0994
0116 295 0994
Polish

Punjabi

0116 295 0994

Somali

0116 295 0994

Urdu

0116 295 0994

Date implemented: May 2014 Last reviewed: October 2014 Review date: May 2016

Leaflet No. 300 - Edition 2

Replaces : The Willows Patient Information