Ombudsman About Mind Prevalence What is mental health and what are mental health problems Stigma what is it Whats the impact Common mental health problems Toolkit ID: 541574
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Slide1
Mental Health Awareness
OmbudsmanSlide2
About Mind
Prevalence
What is mental health? –
and what are mental health problems?Stigma – what is it? What’s the impact?Common mental health problemsToolkit – Client PathwayBoundariesCommunicationSignpostingTodaySlide3
Leading mental health charity in England and Wales
146 Local Mind Associations
Promote good MH, Protect ill, Reduce stigma, Improve legislation & Increase access 60 years of experience working with and employing people with mental health problems25 Years of Hammersmith &
Fulham MindAbout MindSlide4
Who is affected?1 in 4 people suffer from a mental health problem in any given year.Some of the major causes of sickness absence are due to depression, anxiety or stress related sickness1 in 6 employees are dealing with a mental health problem such as anxiety, depression or stress.Slide5
What is good
mental health? Slide6
Good mental health is described as
more than the absence of mental disorders or disabilities.
It is a state of well-being in which:
an individual realizes his or her own abilities, can cope with the normal stresses of life, can work productively and fruitfullyis able to make a contribution to his or her community. In this positive sense, mental health is the foundation for individual well-being and the effective functioning of a community.World Health OrganisationGood Mental HealthSlide7
What is
Mental Ill Health?Slide8
A more than temporary state of Mind that adversely affects your ability to function on a day to day basis
Mental Ill health
Good Mental Health
Mental Ill Health We all have Mental Health, some of us have Mental Health ProblemsSlide9
What is stigma?
How would it impact your role with customers at LO?
Stigma Slide10
Mental Health Problems
DepressionAnxietyObsessive Compulsive Disorder
Bi-PolarSchizophreniaPersonality DisorderDiscussion/QuestionsSlide11
Stress or Pressure?
Stress - HSE definition: "The adverse reaction people have to excessive pressures or other types of demand placed on them at work."
Slide12
Toolkit
Client PathwayBoundariesCommunication
SignpostingSlide13
Client Pathway
Work so far…
Helps to p
lot the client journey…At what points might Mental Health problems/issues arise? What are the signs? Impacts?Slide14
Boundaries
Great form of prevention…
Emotional and behavioural but with logistical/practical outputs
Caller may not be given helpful or appropriate services, which could affect his/her willingness to accept other services
Caller may feel betrayed, abandoned and poorly served
Could lead to unmet expectations
Worker may become emotionally attached
The reputation of the service provider may be compromised
What Techniques/Processes could be used to create and maintain healthy boundaries?Slide15
Communication
Discussion of scenarios:
Distraction, aggression
,
strange conversation,
repetition, disclosure and adjustments…
How
do you
intervene/prevent?
What are your tools and techniques?Slide16
Difficult ConversationsCheck your ego state –What’s the dynamic?Time to diffuse – listening skills Feedback & Summarise - factsFeedback – your thoughts and feelings – if necessary explain consequencesReflective, open questions - to bring back to ‘adult’ So you’ve said that...Is that correct?
Ok, what we need to do is...How does that sound?Slide17
Questioning SkillsWhat are the different kinds of questions and when would you use them?Open: What outcome are you looking for?What support can I provide you with?How does that condition affect you?How will this affect our work together?What steps can we take to make this work?Closed:So if we changed that, would it meet your needs?
Was the complaints procedure made available to you?Have you got a support network?Slide18
Difficult Conversations-EmailsGet PersonalUse your client’s name and second-person pronouns such as “you”, “your”, and “yours” to let them know you’re thinking of them specifically.Re-read Your Email – how do you sound?You may already do this, looking for spelling and grammar errors. Make sure you also clarify sentences that might be misunderstood, and consider what emotion you might seem to be writing with. Do you come across as being short, angry or arrogant?Set Out Your Email Replies Like a Conversation – Show you have listenedWhen replying to a long email, or an email that addresses various points, set out your reply like a conversation. Quote each of the writer’s points one by one, with your own response after each point. This makes your reply easier to follow, and your answers to different issues won’t be confused. Don’t quote irrelevant parts of the original email, just the issues you are responding to.Use Short Paragraphs
Avoid Shortcuts, Jargon and AbbreviationsSlide19
Health - Talking it through3 steps
A chance to support and a chance to challenge
What does that mean?
– can you describe your health condition to me
.
How
does this impact our work together?
How would I know if your health is deteriorating? – triggers?
What
can we do to support you?Slide20
How reasonable is reasonableReasonable adjustments
Checklist:
Boundaried
Time limited
Agreed with client
Specific
Empowering for client
In clients interests
Operationally possible
AffordableSlide21
Signposting
What are the relevant services? – you tell me
Is there a consistent knowledge base around these? How can this be achieved?
Do you make full use of your internal services?What are your external services?Slide22
Your Well-beingWhat can you do as a team and an individual to protect your own well-being?Slide23
Regular breaks
Supervision
Work – life balance
Stress levels
External support pathways
Internal SupportSlide24
5 ways to wellbeingSlide25
Suicidal
Callers
What is the
context at your org?Policies and process?How does its affect you and your work?Slide26
Suicide - MythsSlide27
Suicide - SignsSlide28
Suicide – Communication Skills
LISTENYou don’t have to be an expertExpress interestBe yourselfBe non-judgemental and accepting
Offer hope and resourcesAsk direct questions if you are concernedSlide29
Suicide – Communication Skills
Don’t-
ArgueAct Shocked
JudgePromise confidentialityOffer fixesGive adviceMake them justifyBlame yourselfCheck they know where to get help- WHERE?Slide30
Questions?Slide31
Diagnosis - DetailSlide32
Depression
Low mood
Lack of motivation
Sleep problems
Eating problems
Low self-esteem
Social withdrawalSlide33
Anxiety Disorder
Physical Effects:
Increased heart rate; sweating; tremors; palpitations; nausea; dizziness; stomach problems
Psychological Effects:
Fear; heightened alertness; being on edge; irritable; restless; indecisive; unable to relax; negative thought patterns.
Panic Attacks, Phobias, OCDSlide34
Obsessions are unwelcome thoughts, idea or urges that repeatedly appear in your mindCompulsions are repetitive activities that you feel you have to do
Common Obsessions: Common Compulsions
fearing contamination Repeating actionsimagining doing harm Ordering or arrangingintrusive sexual impulses Washing
excessive doubts Checking‘forbidden’ thoughts Touchinga fear of failing to prevent harm Focusing on a numberObsessive Compulsive DisorderSlide35
Bi-Polar Disorder
Manic Episodes:
feeling euphoric – excessively ‘high'
;
restlessness; extreme irritability talking very fast; racing thoughts; lack of concentration; sleeping very little a feeling a sense of own importance; poor judgement; excessive and inappropriate spending;
risky behaviour; misusing drugs/alcohol
Depressive Episodes:
a sense of hopelessness; feeling empty emotionally; feeling guilty;
feeling worthless; chronic fatigue; difficulty sleeping or sleeping too much weight loss or gain/changes in appetite; loss of interest in daily life lack of concentration; being forgetful; suicidal feelings
It is estimated that 20 per cent of people who have a first episode of manic depression do not get another Slide36
Schizophrenia
Can be thought of as repeated/sustained experience of psychosis.
Thought
Disorder
Delusions
Hallucinations
Emotional
Flatness
Inability
to concentrate
Social AvoidanceSlide37
Personality Disorder
An enduring pattern of inner experience and
behaviour
that deviates markedly from the expectations of the individual’s culture, is pervasive and inflexible, has an onset in adolescence or early adulthood, is stable over time, and leads to distress or impairment. Often rooted in childhood abuse, deprivation neglect or trauma, which results in an inability to function effectively as an individual or in societySlide38
Difficulty maintaining constructive relationshipsSelf harm & suicidal thoughtsLack or low self awarenessExtreme moods and behaviourBoundary breakingManipulationSuspicious: Paranoid, Schizoid, Schizotypal, AntisocialEmotional and impulsive: Borderline, Histrionic, Narcissistic, Anxious: Avoidant, Dependent, Obsessive Compulsive Personality DisorderSlide39
Case studiesSlide40
Case studies
Caller one: (James)
This is your second call with the client as he said he was going to call back with additional information. He seems tense and his sentences are short and clipped. He hasn’t got the information you require and there are long gaps in the conversation after any questions you ask him. The call is not progressing.
Caller two: (Anne)
The call starts on a defensive level, when you ask Anne for more details she says “why do I have to bloody explain myself to you?”. You manage to diffuse the mood but she becomes tearful as says she’s become very depressed.
Caller three: (Jim)
The conversation is going well but at some point Jim says: “well you’re obviously in it with them are you… I know I’m being tracked, I know I’m being monitored, I know I’m being followed …” You actually trying to ask him if he’s received a copy of the outcome letter. Slide41
Case
studies- part 2
Letter:
Dear Paula,
Thank you for your letter dated 5/3/12. I have managed to misplace the complaints policy provided by Mitchell and Kelly partners, which I not creates a difficulty for our work together. However, this is one of many things that have ‘gone missing’ recently.
I’ve begun to realise how corrupt the whole system is because, frankly you’re all in it together. Mitchell, Kelly, Legal Ombudsman, Financial Ombudsmen, The Government and the illuminati. How can I begin to trust that you will ever give me the outcome I want when no one cares, and you’re all in it together.
I’m worried that my conversations my be being monitored what with all this ‘Prism stuff’. Could you visit me instead to discuss this.
Kind
regards,
William
Thornton