Mental Health Awareness
Mental Health Awareness

Mental Health Awareness - PowerPoint Presentation

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Mental Health Awareness - Description

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 Download Presentation

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Mental Health Awareness


About Mind


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."



Client PathwayBoundariesCommunication


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


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


Discussion of scenarios:

Distraction, aggression


strange conversation,

repetition, disclosure and adjustments…


do you


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 Personal​Use 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 listened​When 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



does this impact our work together?

How would I know if your health is deteriorating? – triggers?


can we do to support you?Slide20

How reasonable is reasonableReasonable adjustments



Time limited

Agreed with client


Empowering for client

In clients interests

Operationally possible



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


Work – life balance

Stress levels

External support pathways

Internal SupportSlide24

5 ways to wellbeingSlide25



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

LISTEN​You don’t have to be an expertExpress interest​Be yourself​Be non-judgemental and accepting​

Offer hope and resources​Ask direct questions if you are concerned​Slide29

Suicide – Communication Skills


Argue​Act Shocked​

Judge​Promise confidentiality​Offer fixes​Give advice​Make them justify​Blame yourself​​Check they know where to get help- WHERE?Slide30


Diagnosis - DetailSlide32


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


Can be thought of as repeated/sustained experience of psychosis.








to concentrate

Social AvoidanceSlide37

Personality Disorder

An enduring pattern of inner experience and


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


studies- part 2



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.​