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Psychiatric outpatients department

Posted By Itsall mental

"Psychiatric outpatients department"

About: Lagan Valley Hospital / Mental Health Psychiatry Outpatients

(as a parent/guardian),

I’m carer to my son who is in his thirties.  He has battled mental illness since his teens. We recently attended a psychiatric appointment in LVH. Now first of all finding the department isn’t easy (yes I know it’s “temporary” but every appointment could be vital in someone’s life). When we arrived at the hospital and asked directions we were told to get the lift to the second floor. Many mentally people would struggle to ask for directions. Clear signposting is essential. I then explained that my son was terrified of using a lift but was told it was the only way to access the department. As it turned out this information was wrong. My son was a split second away from turning and leaving but thankfully I know how best to help him. We got in the lift, he had a panic attack, I got him through it.

The department itself is awful. We spoke to other outpatients who felt the same. No actually mental health reception you just go into an unwelcoming brightly lit corridor and sit in a very tiny waiting area with nothing to help calm you until your called. Who actually decides these things? 

We have kept telling ourselves that things will most certainly be better when the new building opens soon…..except that I’ve just discovered the mental health department is going to be on the 4th floor! Seriously, did anyone even bother to talk to the people using the services to see what would help them attend potentially life-saving appointments? My son has desperately wanted to get involved with the mental health services as a patient advocate. He has spoken to several people who promised to get back to him but didn’t. He’s extremely intelligent, very articulate and is seen by his mental health team as a great success . Yet no-one wants to listen to his views except his wonderful community mental health nurse. 

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Responses

Response from Christine Graham, Audit and Governance Facilitator, Mental Health, South Eastern Health & Social Care Trust 2 years ago
We are preparing to make a change
Christine Graham
Audit and Governance Facilitator, Mental Health,
South Eastern Health & Social Care Trust

I work as part of the service imporvement team for mental health services in the South Eastern Health and Social Care Trust

Submitted on 02/11/2022 at 10:01
Published on Care Opinion at 10:13

Hi Itsall mental

Thank you for taking the time to share your feedback. I am sorry to hear that you and your son had such a distressing experience attending this outpatients appointment. It is certainly not our intention to cause any distress to our patients.

I will ensure your feedback is passed on to the senior manager who oversees this service. I will also speak to the senior manager who oversees advocacy and lived-experience involvement in our service about reaching out to your son about his requests to get involved. Again I can only apologise that no one has got back to your son sooner. We really value all input from those who are so willing to share of their journey to support others.

Should you wish to provide me with further details of your experience with mental health services and discuss further, please feel free to contact me at mentalhealthcareopinion@setrust.hscni.net.

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Response from Bridgene Savage, Mental Health Performance Manager, Mental Health, South Eastern Health & Social Care Trust 2 years ago
We have made a change
Bridgene Savage
Mental Health Performance Manager, Mental Health,
South Eastern Health & Social Care Trust

Submitted on 30/12/2022 at 17:23
Published on Care Opinion on 31/12/2022 at 09:01

Afternoon Itsall mental

My apologies in the delay to respond further to your story. I mirror Christine's feedback and so sorry for this negative and distressing experience.

The Outpatient Department at LVH will have improved signage on how to access it which is both by lift and stairwell. The Department at the current location is not the most welcoming environment for service users and their carers, therefore delighted that the new facility will be opening very soon.

Mental Health services being located on the 4th floor is not ideal but a decision that was made corporately. I have been assured that there are bookable room available on the ground floor of the new building that can be used by all services. If you link with the Outpatient Department admin staff about this request they will accomodate where possible when move to the new building.

Once again, I am so sorry for the distress caused to your son.

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