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Serving People Managing Behavioral Health Issues

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

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Serving People Managing Behavioral Health Issues

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  1. Serving People Managing Behavioral Health Issues:Philosophy of Service at UBHC Marie VernaProgram Support CoordinatorBehavioral Research and Training Institute 732-235-9289

  2. Serving People Managing Behavioral Health Issues Mission and Values Care that is: • Accessible • Effective • Compassionate

  3. 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

  4. Serving People Managing Behavioral Health Issues Our staff: • Leadership • Full variety of healthcare disciplines • Support and administration • Food Service • Housekeeping • Public Safety

  5. 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

  6. 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

  7. 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

  8. 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?

  9. Serving People Managing Behavioral Health Issues What is the face of mental illness?

  10. Serving People Managing Behavioral Health Issues Common Misperceptions: • Dangerous • Violent • Difficult • Demanding • Weak • Unmotivated

  11. 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

  12. 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

  13. Serving People Managing Behavioral Health Issues Case Study What 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.

  14. Serving People Managing Behavioral Health Issues Case Study What 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.

  15. Serving People Managing Behavioral Health Issues Case Study What 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.

  16. Serving People Managing Behavioral Health Issues Case Study What 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.

  17. 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

  18. Serving People Managing Behavioral Health Issues Customer Servivce: • Both the people we serve and each other • Communication • Teamwork

  19. Serving People Managing Behavioral Health Issues How Can You Be Successful? • Empathize • Listen • Learn • Ask • Act • Good luck!

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