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"The constant change of staff was difficult"

About: Adult Mental Health Crisis Services / Crisis Team City Highbury Hospital / Redwood Ward 2 (Female)

(as a service user),

I just want to say how good the care has been in Redwood2, Highbury Hospital. I was a short stay section 2 and the staff have been very kind, giving the right kind of space and time to talk.

Food and cleanliness are excellent.

If I ask for something eg from chaplain visit to toilet roll, nothing is too much trouble from nurse/OT/HCA to domestic. 

I have felt the stay to be more like a retreat where there is embroidery, art work, etc on offer.

The consultant has been empathetic and keen to get me on my feet again, back out in the outside word with the support from Local Mental Health Team (Gelding). I was surprised to be sectioned but I am very touched that it has been a pleasant stay despite my difficulties.

How did it make me feel?

I found the constant change of staff at the Crisis Team, Highbury Hospital very difficult when they came into my home. I have an ASD and so the constant change of staff (up to 8-10  new faces, new names over the fortnight) hard to take and be congenial over.

My slight agitation of dealing with new faces in my home (I am single) then put me on the back foot. My home is private and I am a private person that when you open your home to constant strangers then you begin to get suspicious that these people are not who they say they are.

This suspicion and feeling like you are on the back foot (disadvantaged) kind of then offsets the Crisis Team and you could see that they were more concerned than they needed to be, which ended up with me being sectioned (2). 

I felt that the Crisis Team became more assertive and confident in this decision due to me being slightly agitated with the constant new staff. In hindsight I should have over emphasised this but was so preoccupied with hearing voices.

Next time I am ill can Crisis Team be mindful of this due to my ASD (autistic diagnosis) and make appointments over the phone rather than just turning up so I can be prepared with the new named member of staff.

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Responses

Response from Charlotte Gater, Modern Matron, Adult Mental Health, Highbury Hospital, Nottinghamshire Healthcare NHS Foundation Trust last month
Charlotte Gater
Modern Matron, Adult Mental Health, Highbury Hospital,
Nottinghamshire Healthcare NHS Foundation Trust
Submitted on 25/02/2025 at 09:37
Published on Care Opinion at 10:51


I would like to thank you so much for sharing your feedback about the positive experience you recently had on Redwood 2. I will share this with all of the team, including catering and facilities department. I am glad to hear that you were able to take part in activities during your stay and that you found the whole the team to be helpful in your recovery.

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Response from Ben Clements, Advanced Clinical Practitioner, City and County South Crisis and Home Treatment Teams, Nottinghamshire Healthcare NHS Foundation Trust last month
We are preparing to make a change
Ben Clements
Advanced Clinical Practitioner, City and County South Crisis and Home Treatment Teams,
Nottinghamshire Healthcare NHS Foundation Trust
Submitted on 25/02/2025 at 09:57
Published on Care Opinion at 10:54


picture of Ben Clements

Thank you very much for your feedback. I'm very sorry to hear you experienced this lack of consistency, and quite understand how this must have made you feel.

We are trying to do better at this. All Crisis and Home Treatment Team patients now have a named 'lead professional' who is responsible for overseeing their care, and should be seeing them regularly. There will of course need to be other professionals involved too as the team needs to provide 24/7 cover, meaning staff have to rotate shifts and so on. But we know how important it is that people see the same staff and build trusting relationships with them.

We know this doesn't happen as consistently as it should. We have just completed a benchmarking exercise which included looking at this issue, and are about to undertake some work looking at ways of improving this.

Your feedback is valuable and supports us in making these changes.

It is very nice to hear your positive comments about the care you received on the ward! Yes, they seem to be doing a great job at present.

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