serving people managing behavioral health issues
DESCRIPTION
Serving People Managing Behavioral Health Issues: Philosophy of Service at UBHC Marie Verna Program Support Coordinator Behavioral Research and Training Institute 732-235-9289. Serving People Managing Behavioral Health Issues. Mission and Values Care that is: Accessible Effective - PowerPoint PPT PresentationTRANSCRIPT
Serving People Managing Behavioral Health Issues:
Philosophy of Service at UBHC
Marie VernaProgram Support Coordinator
Behavioral Research and Training Institute 732-235-9289
Serving People Managing Behavioral Health Issues
Mission and Values
Care that is: Accessible Effective
Compassionate
Serving People Managing Behavioral Health Issues
Our customers:
Children and adults managing mental illnesses and possibly co-occurring substance use
Family members and loved ones Each other
Serving People Managing Behavioral Health Issues
Our staff: Leadership Full variety of healthcare disciplines Support and administration Food Service Housekeeping Public Safety
Serving People Managing Behavioral Health Issues
Our approach and philosophy:
Person-Centered Care and Language Wellness and Quality of Life Recovery and Community Re-
Integration Respect, Dignity and Service
Serving People Managing Behavioral Health Issues
Our services: Crisis services Inpatient Outpatient School-based Partial Hospital Supported Housing Supported Employment Case Management Pharmacy Transportation Research, Prevention and Training Education, Referral, Patient Advocacy
and Supports
Serving People Managing Behavioral Health Issues
Business Supports: Information Services Quality Improvement Accreditation and Standards Environment of Care Finance, Accounting and Data Management Purchasing Employee Assistance Program Clinical Records Human Resources Payroll Security Housekeeping Food Service Diverse Team of Professional Administrative Support
Serving People Managing Behavioral Health Issues
That’s Us. What About You?
Your motivations for working at UBHC?
Your perceptions of working at UBHC?
Your personal attitudes about people managing behavioral healthcare issues?
Serving People Managing Behavioral Health Issues
What is the face of mental illness?
Serving People Managing Behavioral Health Issues
Common Misperceptions:
Dangerous Violent Difficult Demanding Weak Unmotivated
Serving People Managing Behavioral Health Issues
Truths:
Vulnerable to violence Poverty Stigma Lack of good diagnostic tools Lack of effective treatments Lack of safe housing Lack of community supports Lack of employment opportunities Cut-offs from friends, spouses and intimate
partners, confidantes Interruption of educational and professional
opportunities
Serving People Managing Behavioral Health Issues
What Does Treatment Look Like?
Understanding about services and settings that make up the “continuum” of care
Sense of the “course of treatment” Awareness that treatment is
medication PLUS much, much more
Serving People Managing Behavioral Health Issues
Case StudyWhat should you do? What is your
role?
You work in a partial hospital program, and a person with a history of violent behavior is now receiving care. This consumer is late for sign-in, and the procedure is that she should sign in at the receptionist’s office. The consumer seems upset that the van driver forgot to pick her up.
Serving People Managing Behavioral Health Issues
Case StudyWhat should you do? What is your
role?
You work at an office where we provide a waiting room with comfortable chairs, a television set and magazines. The television is usually on, tuned to daytime talk shows. A family member asks if something could be done to lower the volume.
Serving People Managing Behavioral Health Issues
Case StudyWhat should you do? What is your
role?
You work in a setting where some of the people we serve seem not to have bathed or laundered their clothes. You notice a strong, offensive odor.
Serving People Managing Behavioral Health Issues
Case StudyWhat should you do? What is your
role?
You work anywhere. You’ve been able to log in to your computer, but it won’t do what you want it to do. And you’re in a rush.
Serving People Managing Behavioral Health Issues
What’s Common in All Cases?
Opportunities for education, support and to provide a welcoming, hopeful environment
Opportunities to demonstrate our values: accessible, effective, compassionate care
Serving People Managing Behavioral Health Issues
Customer Servivce:
Both the people we serve and each other
Communication Teamwork
Serving People Managing Behavioral Health Issues
How Can You Be Successful?
Empathize Listen Learn Ask Act Good luck!