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TRANSCRIPT
Oxleas NHS Foundation Trust
Welcome
to the Tarn
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 on the ward. 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
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
Being discharged from The Tarn 20
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 Tarn and Oxleas House -
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
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. The Tarn is a male only
ward and all of our bedrooms are single
rooms though you may share some
communal space such as activity rooms,
day rooms and dining rooms, where people
can socialise and take part in therapeutic
activities together. 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.
Ward manager
This is the most senior nurse on the ward.
The ward manager is 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.
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
negotiate your care plans with you and at
regular intervals will discuss your progress.
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 Oxleas
House. 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)?Most people have been admitted here 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. Because you are on 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 Assessmentand Care Planning.
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 meeting is where the team and the
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. We
encourage all service users to attend the
community meeting especially if you would
like leave off 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 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?You can smoke in the Tarn garden.
Smoking is not allowed in any other rooms
on 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 were 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 means 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. You will be
given a small pack of toiletries on arrival to
the ward but you will then need to supply
your own toiletries, such as toothpaste,
deodorant, soap and shampoo. There is a
lockable cupboard or safe in your room to
keep personal belongings in. Your room
may have its own ensuite bathroom. There
are separate toilets for men and women on
the ward. There is a washing machine for
your own laundry but you will need to
provide your own washing powder. 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.
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 are not permitted on the
Tarn, however there is a payphone on the
ward and the staff can assist you to make
any phone calls that you might need to
make. Please speak to your allocated nurse
if you wish to make a call.
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.
Leave arrangements and time offthe wardSpecial provisions apply to people detained
under section of the Mental Health Act (see
separate mental health act leaflet titled
Patients rights).
The Tarn has its own garden but there is a
another garden for all the wards in Oxleas
House which you can access with a nurse if
you have leave off the ward. All leave from
the Tarn is escorted with staff. Even if you
have leave with your family, staff will
accompany you.
Leave off the ward is given gradually to
ensure that you feel safe and comfortable
and will be discussed and agreed with you.
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.
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 areas.
We would ask that visitors treat the ward,
staff and service users with respect and
care.
The Tarn ward operates a booking system
for visiting. All visits will be no longer that
one hour. If you would like to arrange a visit
please speak to one of the staff.
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 who will provide a private space for
your visit. 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 my 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: [email protected]
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.
Being discharged from the TarnShortly before you are discharged from the
Tarn, a discharge plan will be discussed and
agreed with you at a meeting. You may like
to invite a relative, friend or carer to this
meeting. Service users are normally
discharged from the Tarn to one of the
acute wards in your local hospital and then
discharged from the acute ward to home. 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
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 will
help guide you through the process. Their
names and contact numbers will be in your
care 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 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
The Tarn is a psychiatric intensive care unit
based in Oxleas House, Queen Elizabeth
Hospital and managed by Oxleas NHS
Foundation Trust. Anyone living in Bexley,
Bromley or Greenwich who needs the
facilities of a psychiatric intensive care unit
can be admitted to the Tarn. It is classed as
low secure and is a locked ward.
When you are admitted to the Tarn you will
be under the care of the team on the Tarn
but will not lose contact with your local
community mental health team, if you have
one, during your stay. Oxleas House, where
the Tarn is located, provides care for
Greenwich residents who require inpatient
assessment and treatment for their mental
health needs.
There are five wards in Oxleas House:
Avery - acute ward for patients living in
Thamesmead and Eltham
Maryon - acute ward for patients living
in Charlton, Blackheath and Greenwich
Shrewsbury - acute ward for patients
living in Plumstead and Woolwich
Tarn - psychiatric intensive care
unit for all people who live in Bexley,
Bromley or Greenwich
Shepherdleas - ward for older adults
over 65 who live in Greenwich.
There is also a Home Treatment Team and
Day Treatment Team who work with people
in crisis and can, at times, provide an
alternative to hospital admission
Ward activity programmeThe Tarn ward has a full activity programme
on offer. We encourage all service users to
participate in the activities offered. On the
Tarn we offer a range of therapeutic
activities to suit each service user. This may
be different for each service user and may
include one-to-one activities for clients who
are not yet able to work in groups with other
people and group activities which may take
place in the community or on the ward itself.
Some of these activities are detailed
below:
book club
cinema group
group and individual cooking sessions
relaxation
social interaction groups
games and quizzes.
The ward timetable is reviewed at intervals
where new groups are added and older
groups are reviewed with the clients to
accommodate changes in need and taste.
If you have a particular interest you would
like to build on or develop further, please
speak to the ward occupational therapist
who can give you direction and support.
As part of your structured day your nurse
will meet with you regularly to discuss your
care and treatment and any issues you feel
are important to you. It may be helpful to
plan the week ahead with your nurse to
ensure that you have some meaningful
activities to do throughout your day and that
you know when your appointments are.
22About The Tarn and OxleasHouse - section 13
HousingPlease talk with your primary nurse if you
would like to speak to someone from the
housing department for the area where you
live. The staff can support your application
where appropriate but we have no direct
influence on accommodation issues and
cannot guarantee alternate arrangements
prior to your discharge.
BenefitsIf you are not currently receiving the
benefits you believe you should be or are
having problems applying for benefits
please talk to a member of staff. We can
refer you to a specialist benefit worker who
may be able to assist you to fill out the
correct forms. Please be aware that this
may take some time and we have no direct
influence over this process.
Around Oxleas HousePost office
The nearest post office is located at
178 Shooters Hill Road, Blackheath, SE3
8RP. The 386 bus from the hospital going
towards Greenwich will take you there.
Alternatively the main post office branch is
located in Powis Street in Woolwich town
centre.
Cash machine/banks
There is a cash machine within the main
Queen Elizabeth Hospital. In Woolwich town
centre you will find branches of NatWest,
Halifax, Santander and HSBC banks.
Supermarkets
There are a number of local supermarkets
and convenience stores near the hospital.
The nearest one is the Co-Operative
located at 196-200 Shooters Hill Road,
which is a five minute walk from Oxleas
House.
Library
Woolwich Public Library
The Woolwich Centre, 35 Wellington Street,
Woolwich SE18 6HQ
Tel: 020 8316 6663
Hairdressers and barbers
Fig
184 Shooters Hill Road, Blackheath SE3 8RP
Tel: 020 8319 2427
Trims
28 The Village, Charlton SE7 8UD
Tel: 020 8856 6499
GI Barbers
70 Herbert Road Woolwich SE18 3SH
Tel: 020 8316 7999
Dentist
Plumstead Dental Surgery
12-14 Herbert Road, Woolwich SE18 3SH
Tel: 0845 004 7919
Opticians
Paine and Hunter
50 Herbert Road, Woolwich SE18 3SH
Tel: 020 8316 1040
You will only be able to use these
services if you have escorted leave from
the ward.
23
Travel informationBus routes from Queen Elizabeth
Hospital
Trains:
There are a number of local rail stations
near to Oxleas House:
Woolwich Arsenal
Woolwich Dockyard
Blackheath
Charlton.
All rail stations are within a 10–15 minute
bus or taxi ride away from Oxleas House.
Most London and local destinations are
served by trains from these stations such as
London Bridge, Blackheath, Charing Cross,
Erith and Dartford.
Car parking:
There is a limited pay and display car park
on the hospital site.
24
Route Towards
161Eltham
North Greenwich
244Abbeywood
Queen Elizabeth Hospital
291Plumstead Common
Queen Elizabeth Hospital
386Woolwich
Greenwich
469Erith
Queen Elizabeth Hospital
486Bexleyheath
North Greenwich
Local independent adviceGreenwich MIND
Regularly visit each ward in Oxleas House to
meet with patients and can offer independent
advice. You can contact them directly at:
Greenwich MIND
54-56 Ormiston Road
Greenwich SE10 0LN
Tel: 020 8853 2395 (office and admin)
Citizens Advice Bureau (CAB)
CAB helps people resolve their legal, money and
other problems by providing free, independent
and confidential advice. You can contact them at:
Old Town Hall
Polytechnic Street
Woolwich SE18 6PN
Tel: 08451 202 931
Email: [email protected]
The Patients Council
The Greenwich Patients Council is a group of
people who are based in Oxleas House and have
volunteered to represent the views and
experiences of service users to the trust. The
main aim of the Council is to help improve
services provided at Oxleas House.
The Greenwich Patients Council visit all of the
wards in Oxleas House on a regular basis and
speaks with service users to find out what is really
important to them. These issues are then brought
to the attention of ward staff and where possible
any matters of concern are resolved locally. The
Council also have input in unit wide meetings with
clinical teams and managers to ensure the voices
and opinions of the service users are heard and
service is improved.
The Greenwich Patients Council is completely
separate to the service provided by PALS.
25
Useful contact numbersOxleas House
Queen Elizabeth Hospital
Stadium Road
Woolwich SE18 4QH
Tel: 020 8836 6692
Recovery Teams
68 The Heights
Charlton SE7 8JH
Tel: 020 8269 4110/4111
Assertive Community Treatment Team
Ferryview Health Centre
25-27 John Wilson Street
Woolwich SE18 6PZ
Tel: 020 8319 5509
Home Treatment Team
Oxleas House
Stadium Road
Woolwich SE18 4QH
Tel; 020 8836 6692
The Intake and Liaison Team
Ferryview Health Centre
25-27 John Wilson Street
Woolwich SE18 6PZ
Tel: 020 8319 5500
The Short Term Intervention Team (SIT)
Ferryview Health Centre
25-27 John Wilson Street
Woolwich SE18 6PZ
Tel: 020 8319 5500
Open Space
Trinity Youth and Community Centre
Burrage Road
Woolwich SE18 7JW
Tel: 020 8319 5500
Mind Mental Health Charity
Tel: 020 8853 2395
Alcoholics Anonymous
Tel: 020 7352 3001
PALS
Freephone: 0800 917 7159
BAGRA (Bexley and Greenwich
Resource for Alcohol)
Tel: 020 8304 6588
Samaritans
Tel: 020 8692 5228
Rethink Charity
Tel: 020 7330 9100
Housing Benefit
Tel: 020 8921 2049
Disability Living Allowance
Tel: 020 8710 2918
Incapacity Benefit
Tel: 01227 596700
Income Support
Tel: 0845 377 1000
Please speak to your primarynurse if you need contact detailsfor services in Bexley or Bromley.
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