MHM March 2010 - West London Mental Health NHS Trust

local NEWSMakeoverCar valeting services, run by service users as part of workrehabilitation on the St Bernard’s site, have had their facilitiesupgraded. Christiana Joseph, Head of Work Rehabilitation says:“By increasing the capacity of the unit for our customers we are nowable to offer morning and afternoon sessions. The improvementsprovide a better working environment for team workers and staffand customers are impressed by the professionalism of the service.”Why not book your car in for a clean today! A full wash, wax anddry costs £5 and to have your car cleaned inside and out is £10.To book, call 020 8354 8530.Godfrey Quiambao, Work SupervisorHammersmith & FulhamGodfrey Quiambao, Harpal Dhaliwal, JogginderMattu and Trevor ArueyinghoA staff consultation is underway in Hammersmith& Fulham about proposed changes to communityservices which would create a single assessment andshort-term treatment function for the SDU, based inthe Claybrook Centre. Correspondingly, two recoveryteams would be created – north and south.This development is part of a transformationprogramme which aims to move from generic teamsbased on geography to functional services that providea more consistent approach for people across theborough. It follows the successful merger of areas 3and 4 community mental health teams into one unit,providing assessment and recovery functions for thesouth of the borough.Potential benefits of the proposed configuration include:• Greater efficiency by reducing the number ofduplications of assessment.Placing service userexperience at the heart ofeverything we do at WestLondon Forensic ServicesA service user experience forum hasbeen established at West LondonForensic Services. Anne Aiyegbusi, Headof Nursing who chairs the discussionsays: “The purpose of our forum is to coordinateall of the feedback we receivefrom services users and carers, includingcomplaints, community meetings,advocacy, user and carer forums.“We have also been using the forumto prepare for the introduction of thePETs and a forensic user survey whichwill provide further feedback aboutusers’ experience of our services. Wehave ten services users who attend andwe’re trying to recruit some carers too.Our intention is to ensure experienceis captured and employed to improveservices effectively and in a timely way.”• The opportunity to provide higher levels ofexpertise consistently for all service users.• A clearer pathway for GPs and other referrers intothe service.• Targeted, faster and more responsive care.Work is also ongoing in the inpatient unit, where arefurbished child visiting suite was officially opened on 8March. Wards in the unit are reconfiguring to create anew admission ward and two recovery wards on 12 April.Targeted resources of a housing and social worker will beattached to the admission ward with the aim of workingon practical discharge planning at the point of admission.Patients who need a stay of more than two weekswill move to a recovery ward where the focus of theenvironment will be much calmer than a generic acuteward and will support enhanced discharge planning forthose who need recovery based support.Contact centre goes live!020 8354 8354After months of planning,our new Contact Centre willopen for business on 1 April.The Contact Centre TeamUntil now, calls into the trust’s main telephone numberhave been answered by Ealing Hospital’s switchboardteam. All calls will now go through to one central numberwithin the new contact centre to be answered by oneof our operators. The reason for bringing the service ‘inhouse’is that calls will now be answered by people withstrong local knowledge of our services, calls will be dealtwith more quickly and effectively and in the longer termit will save the Trust money. A huge benefit is that thecentre will operate 24/7 so there will always be someonethere to pick up on the phone and offer assistance.Our new Contact Centre team is managed by CarolDinham-Tracy. She says: “My team has been throughextensive training to help them get to grips with theTrust. We’ve spoken to the current operators at lengthto understand the types of calls to expect and how weshould deal with them. Our training programme evenincluded bus visits to all trust sites and ward locations, tohelp us understand the geography of the place, to meetstaff and to find out how services are run.”Telephone calls currently answered by other sites of theTrust will be moved into the Contact Centre, throughtime, if in the best interests of patients, carers and othercallers. The Contact Centre project team is now meetingwith SDU representatives from across the Trust to takethis, the next stage of the project forward.(Cover) Lovena Ceniza, Contact Centre OperatorHelpdesksThe call centre will take over responsibility for ourEstates and Facilities Helpdesk and ICT Servicedesk.As with other calls, these will be dealt withconsistently and more effectively than in the past.X8787 Estates and facilities helpdesk(Note: from 1 April, all Trust staff should phone x8787to contact Estates and Facilities. The x4444 number inuse at Broadmoor, will no longer be used.)X4600 IM&T helpdeskEmergenciesSystems are also in place for the Contact Centreteam to deal with fire alerts. This means they will beresponsible for getting the emergency services outto sites promptly when there is an alert. The teamalso has a list of duty rotas for the Crisis ResolutionTeams. Options for the future will include centralnumbers for specific campaigns, DNA chasing andlone working monitoring.The Contact Centre staff will usethe Exchange for seeking telephonenumbers. Please remember it is yourresponsibility to keep this informationup to date. Select ‘update your details’on the homepage of the Exchange.12 MENTALHEALTHMATTERS MENTALHEALTHMATTERS 13