Lacking Insight - Community Law

Part 3 > The Involuntary Patient ExperienceAttention to the comfortof consumers attendinga Board hearingBoard members need to ensure that peopleappearing are made to feel as comfortable as theycan be during what is often a difficult experience.Consumers were adamant that members shoulddisplay all the qualities of courtesy that they wouldshow in any other social setting.Common courtesy was emphasised by a number ofconsumers who were concerned that the Board’sapproach – considered impersonal and detached -was itself contributing to the discomfort of peopleattending a Board hearing.With or without the framework of therapeuticjurisprudence, basic courtesies ought to be extendedto all consumers by Board members.It is a frightening experience for most people whoare still a bit unwell . . . smile, shake people’s hands,offer a glass of water because they are nervous.BF - ConsumerIt was just the way that he kept saying, “yes, yes,yes, yes,” to me. Sort of interrupting me whenI was speaking. Yes we’ve heard that beforefrom the person who advocated for me. Yet theyasked me to speak.TF - ConsumerThere were few occasions when people appearingwere offered a drink of water. No observationswere made of a person in attendance being offeredmaterials to take notes during the hearing. In manysettings, coffee, tea and biscuits were provided toBoard members but not to other participants inthe hearing.In the introduction the legal chair asked the personhow they wished to be addressed, she said ‘Ms S.’,and the member respected this request throughoutthe hearing. The psychiatrist member, however,immediately upon introduction addressed her by herfirst name, in an abbreviated and endeared form,and continued to do so throughout the hearing.[Researcher Observations].Process too rushedConsumers want the hearing process to beslowed down.It is like fire a question, give your answer, fireanother question, give your answer.BF - ConsumerI thought it was rushed. A very rushed, veryformal meeting, and you are gone in 10 minutes.You don’t feel like you can be yourself. It isactually quite an intimidating process . . .CM - ConsumerThe speed of the hearing and the order of speakersis an issue for many consumers. A fast pace canpreclude comprehension and a sense of involvement.When appearing before the Board, consumers areoften experiencing the side-effects of high doses ofmedication. Undoubtedly, this makes the hearingdifficult to follow. Short adjournments may assistpeople to concentrate.The Board showed impatience with B who had sometrouble speaking and was difficult to understand.[Researcher Observations].I think one of the important things is not to be sopushed for time. Take the time to get to know theperson a bit, on the eve of the teleconference oreven in person. I think they really push straight53