MEDIA RELEASE. Celebrating One Year of a New Community Crisis Model

Transcription

1 MEDIA RELEASE Celebrating One Year of a New Community Crisis Model February 10, A year has passed since the launch of the new Community Crisis Model pulling in three key partners Canadian Mental Health Association (CMHA) Sudbury/Manitoulin, Health Sciences North (HSN), and The Greater Sudbury Police Services (GSPS) under the leadership of the North East Local Health Integration Network (LHIN). This people-focused model of crisis care with its downtown location includes enhanced hours for the mobile team, new team members including a CMHA Patient Navigator based at HSN s emergency department, a new urgent care clinic at the site on Cedar Street, and the impact of mental health/crisis training on Greater Sudbury police. The Steering Committee s report to the community shows more Sudburians % more -- have accessed crisis care this year, including many more young people. As well, police are making 21% fewer apprehensions under the Mental Health Act, spending less time waiting with patients in HSN s busy emergency department and so are able to devote more time to front-line policing. While the numbers speak for themselves, it s also the stories from people who have used the service that are most encouraging -- people like Martha Smyth (whose name has been changed to protect her daughter). After finding a note that revealed her young teen was contemplating suicide, Smyth did not hesitate. She bundled her daughter into the car and drove for help. With a background in addictions and social work, Smyth knew that Crisis Intervention Services could connect them with the care they needed. They met with a crisis worker who referred the daughter to a counselor with the Child and Family Centre as well as the Greater Sudbury Police Service, to fill out a report on a situation with a boy, which had prompted the crisis. She (the officer) was incredibly supportive and kind to my daughter and treated her with dignity, she said. From there a file was opened with the Children s Aid to help the boy. So within three days, we all had the help we needed just by going to Crisis. Six months have passed and her daughter is doing well. My older son completed suicide in We lived in the United States then and did not have access to a system that reacted as quickly, she said. I will continue to spread the word about 127 Cedar. Quotes: Numbers from the new Crisis Centre s first year of operation clearly show that it is making a difference. This community model of care is exactly what people told us they want more care options in the community. --Louise Paquette, CEO of the North East LHIN 1 2

2 By having our doors open until 10pm, 7 days per week, we really are providing more client and family-centred options, in a setting that is respectful of people s needs. Families are telling us this. Clients are telling us this. They think it s great they don t have to sit in a busy emergency room, or pour their story out to someone with only a curtain between them and the next patient. Our mobile team can reach right into their home or their school or wherever the crisis is happening. If they come into our downtown location, we can provide privacy, time and a compassionate response. Our satisfaction scores have never been higher. --Maureen McLelland, Administrative Director of the Mental Health and Addictions Program, based at the Sudbury Mental Health and Addictions Centre of Health Sciences North/Horizon Santé-Nord. Working together in partnership with everyone has allowed us to have a more comprehensive Crisis Program and ensure services are more accessible for individuals in our community. --Marion Quigley, CEO - CMHA Sudbury/Manitoulin For more information: Contact Lara Bradley, Communications Officer with the North East LHIN, at lara.bradley@lhins.on.ca or

3 of Community Based Crisis Intervention Services Disponible en français. Implementation of community-based crisis model Page 2 Successes to date Page 5 Acknowledgements Page 10

4 Implementation Implementation of community-based crisis model In the fall of 2011, Health Sciences North, the Greater Sudbury Police Services and the Canadian Mental Health Association put forward a proposal to the North East Local Health Integration Network, to enhance and expand the delivery model of the community s existing Crisis Intervention service. This proposal was deemed an improvement to the existing model which had been hospital-based and located adjacent to the Emergency department since the late 1980 s. The proposal laid out important improvements being considered: offering care outside of the local Emergency Department and in an environment that could more sensitively address needs of clients with mental health concerns, reducing police waiting times for Crisis and Emergency Department services, and enhancing the capacity and profile of the Crisis mobile team to respond consistently to calls in the community for both youth and adults. Partners in the planning included representatives from the Crisis Intervention team and Emergency Department staff from Health Sciences North, a community advocate and a family member of a service user, the Greater Sudbury Police Services, Canadian Mental Health Association s Sudbury- Manitoulin branch, the Child & Family Centre and NISA s Regional Warm Line. The Steering Committee recommended changes to the hours the Crisis service would operate, the location of the service and how HSN s Crisis Intervention staff would work more collaboratively with police and other front-line agencies providing crisis and pre-crisis care. Planning continued through the spring and summer of Extensive community consultation was conducted, including focus groups with service users and family members from Shkagamik-Kwe Health Centre, Sudbury Action Centre for Youth, the local chapter of the Schizophrenia Society of Ontario, the Rainbow District School Board, and mental health clients on Health Science North s adult units. In February 2012, at the invitation of the North East Local Health Integration Network, a Community Crisis Steering Committee was formed to begin planning for changes that the NE LHIN supported. 2

5 Implementation On October 1 st, 2012, the new community-based crisis model was launched. The new model featured the following: a new downtown location at 127 Cedar St, in the Sudbury Mental Health & Addictions Centre operated by Health Sciences North extended hours at 127 Cedar St, which is now open to adults and youth seeking crisis support until 10pm, 7 days per week expanded hours for the Mobile Crisis team, who now respond to crisis calls in the community until 10pm, 7 days per week a comprehensive training program for responding to clients with mental health concerns delivered to the Greater Sudbury Police services, by staff from CMHA and HSN the introduction of a Crisis Support Navigator in the Emergency room at Health Sciences North an urgent care clinic for existing mental health clients of LHIN-funded agencies, as an alternative to seeking care in the ED (Emergency Department) 3

6 Implementation The launch of the changes to the service was accompanied by significant communications and marketing efforts through distribution of posters to over 1000 locations in the community, and direct-to-consumer advertising through billboards spaced strategically in the community. In Person By Phone Crisis Intervention Services 127 Cedar, Downtown In Person Having a CRISIS? Visit us. We Can Help. Operated by: Mobile Service In partnership with: Feeling OVERWHELMED? Let s Talk. We Can Help. By Phone Crisis Intervention Services 24 hour Crisis hotline: Operated by: Mobile Service In partnership with: New Downtown Location Are you having a CRISIS or feeling OVERWHELMED? YOU HAVE OPTIONS. WE CAN HELP. By phone and in person. Your place or ours. MOBILE SERVICE Is life GETTING TO YOU? Let s meet. We Can Help. Crisis Intervention Services 127 Cedar Street. 7 days a week. Office Hours: 8:30am to 10:00pm Mobile Hours: 10:00am to 10:00pm everyday. Operated by: In partnership with: In Person By Phone Mobile Service Crisis Intervention Services 24 hour Crisis hotline: Operated by: In partnership with: 24-hour Crisis Line

7 Successes to date Emergency Department Impact There has been an 18% reduction in presentations to HSN s Emergency Room for clients with Mental Health concerns in the past year, since the new model was implemented. Visits have decreased from 541 visits in the quarter before the changes to 410 visits one year later. Increase in community-based Crisis care Since moving the Crisis Intervention team to the Sudbury Mental Health & Addictions Centre on Cedar St, there has been a tremendous increase in the number of individuals seeking crisis care. Overall, there has been a 62% increase in the volume of visits to the Crisis Intervention service. Mobile Crisis Growth There has been a 39% increase in mobile visits in the community by the Crisis Intervention team. The team is available 7 days per week to provide support directly in the community, including private residences, schools, or wherever the client and family wish to meet. 5

8 Successes to date Impact on Police Services In the fall of 2012, extensive training was provided by CMHA and HSN staff to 296 members of the Greater Sudbury Police Service, including communications centre (911) personnel. The training included content and simulations for effective response to people with serious mental illness. It also highlighted changes to the Crisis service, promoting diversion of individuals to the Crisis Centre on Cedar St, or by calling out the mobile team to attend on scene. The number of Mental Health Act apprehensions has decreased substantially in the past year, by 21%. GSPS officers frequently seek the assistance of the Crisis Intervention mobile team, where a trip to the local emergency room can be diverted or suggest a visit to the offices on Cedar St. The average wait time for police at the Emergency room is 2.7 hours (which at 2 officers per Mental Health Act apprehension, equates to 5.4 hours of police being unavailable to respond to emergency calls elsewhere in the community). The average wait time for the mobile crisis team to respond to police calls is less than 30 minutes. That s a whole lot of time police are able to be freed up to focus on other community safety priorities! Providing alternatives to the ED for urgent care In January 2013, as part of the enhancements, Health Science North s Community Mental Health team also opened a clinic that is accessible to existing service users who lack access to primary care services, in an effort to reduce the dependence on the Emergency Room for non-emergent care. HSN s Sudbury Mental Health & Addictions Centre at 127 Cedar St now operates an urgent care clinic two afternoons per week. Since January 2013, nearly 160 clients have taken advantage of this service and visited the service more than 230 times. 6

9 Successes to date Crisis Support Navigator Impact The Canadian Mental Health Association s Crisis Support Navigator has been situated at HSN s Emergency Room since the spring of The role supports clients who attend the ED and who may be waiting to see a physician, and also offers the option of diversion to the Crisis team at Cedar St, or a visit at home by the mobile team. Since the spring, the Crisis Navigator has supported nearly 150 individuals and diverted over 40 people to be seen elsewhere in the community. Impact on Youth Overall, the Crisis Intervention model seems to be meeting the community s needs, since it was revised a year ago. The service has seen tremendous growth in both its communitybased and mobile services. In particular there has been significant uptake of the new model by children and youth with an increase in visits from 382 accessing services in the year prior to the Crisis service changes to 1040 youth accessing services this past year. That s a 172% increase in youth seeking crisis services in our community! The Crisis Intervention team is moving into new frontiers this fall; offering Crisis assessments over the Ontario Telemedicine Network (OTN) to clients presenting to hospitals outside of Sudbury. The team is currently involved in a pilot program with Espanola Hospital and hopes to expand this service to Manitoulin Island in the near future. 7

10 Implementation Comments made by clients on CSQ-8 surveys regarding services received through Crisis Intervention: I have already recommended your services to others. It s very useful to have someone to yell at, then talk you down from stupidity. Sometimes ones individual crisis circle can t always cope, but your staff is kind, understanding and compassionate. That usually works to calm me down. Keep up the awesome work!!! You are needed, and appreciated!!!! THANK YOU! I m going to miss the amazing councillors here! And I love how they don t watch the clock. They actually help and show as much understanding as possible. And are open minded, friendly and honest. Great people here with a heart of gold. An office of angels. Have an amazing day and thank you for all your understanding and help. Meeting with the social worker today helped me to see my personal crisis situation in a different light. I feel that I can more confidently address the issue and its consequences. I was treated! Finally like I should have been years ago. You have given me much hope now to move forward. You actually care about people and yes your help will never be forgotten. Was a really great service available here. Made me feel welcome and that MY needs and desires were what mattered. No one else s. Even advocates for me. Thank you so much. I am forever grateful that Crisis helped avert a situation in my family that could have gone awry very easily. I was provided with immediate attention for my daughter and our family. It started with one worker and branched into three different social service agencies within the span of 72 hours. That, to me, is extraordinary service. There are times when I have called Crisis and their response has been slow and that was really difficult to deal with. However, last time I called the response time was good and the staff demonstrated empathy and knowledge of community resources so I would like to tell that staff to keep up the good work and that the evident care and concern was appreciated. 8

11 Implementation Navigating the Mental Health Care System at the Emergency Department The Crisis Support Navigator is a new position with the Canadian Mental Health Association - Sudbury/Manitoulin (CMHA) that works from Health Science North (HSN) Emergency Department site from Monday to Friday 12 noon 8pm (identified peak hours). The Crisis Support Navigator position was implemented in February 2013 when the program was launched. CMHA and HSN are committed to ensure that individuals continue to receive services that are person-focused and optimize the resources of HSN, CMHA and other community partners to deliver the best possible outcomes. The Crisis Support Navigator works closely with staff from both the Emergency Department and Crisis Intervention Services. The role of the Crisis Support Navigator is to provide support and help navigate anyone through the mental health care system while they are in crisis at the Emergency Department. Support is provided on a first come first served basis. Navigating the mental health care system includes providing information on services available. The navigator provides screening, assessing, engaging while supporting individuals who are in need of Crisis Services. If there are no safety or medical issues, individuals may benefit from services in the community. Ultimately this provides options for people. The Emergency Department is often a busy place and can be very daunting for anyone who is unfamiliar with that department or not feeling at their best. The Crisis Support Navigator provides support at the Emergency Department which includes outlining the process of care, answering any questions, and sitting with anyone for an extended period of time in the waiting room if needed. The Crisis Support Navigator position provides improvements to continuity of care and communication, by providing more appropriate referrals, increased public knowledge, and people who attend the Emergency Department feel supported and heard. The Crisis Support Navigator role is one piece of the mental health care system in Sudbury, working effectively with others. 9

12 Acknowledgements Special Thanks! Special thanks goes to the following individuals who have made these service improvements possible: Our dedicated Crisis Intervention team members who provide service to our community 24 hours per day, 365 days per year, lead by: Thomas Smith, Clinical Manager Deborah Taback, Team Leader Mimi Edwards, Administrative Assistant Clerical Staff - 24-hour LIVE voice response Jenny Albers Carly Belanger Crystal Brennan Natalie Carrey Tina Duguay Line Gaudet Aline Rouselle Allison Tremblay Nursing Staff - Emergency & Mobile team Carole Brick Stacy Green Nancy Heale Darlene Kidd Micheline Lavoie Jane Lee Megan Lethbridge Linda Rumball Elizabeth Weglewski Stephanie Vehkala Social Work Staff - Office & Mobile team Pauline Cardinal Robin Cheslock Kristen Conroy Jodi DelTorchio John Kiliminik Laurie Lamoureux Annette Laprise Valerie Larocque Johnathon Loftus Jessica Lorenz Alex McPhee Don Moore Siji Poovathinal HSN s crisis staff are supported in their work by Melissa Mathieu, CMHA s Crisis Support Navigator h hsnsudbury.ca hour Crisis hotline

13 Acknowledgements Special Thanks! And notably, the Crisis Intervention Steering Committee members who put in countless hours preparing for the system changes, supporting and championing them and evaluating the impacts. Maureen McLelland, Health Sciences North, Co-chair Marion Quigley, CMHA-S/M, Co-chair Inspector Sheila Weber, Greater Sudbury Police Service Inspector Rob Thirkhill, Greater Sudbury Police Service Staff Sergeant Craig Maki, Greater Sudbury Police Service Staff Sergeant Dan Despatie, Greater Sudbury Police Service Thomas Smith, Clinical Manager, Crisis Intervention, HSN Shana Calixte, NISA Michael Clark, NISA Kaarina Ranta, NISA Crystal Pitfield, Emergency Department, HSN Lisa Smith, Emergency & Ambulatory Care, HSN Russell Landry, Project Assistant, HSN Jean Hanson, CMHA-S/M Board Dan Lessard, HSN Communications Loretta Bostrom, HSN Communications Melissa Romanko, Patient Relations, HSN Dr. Rayudu Koka, Medical Director, HSN Sarah Gauthier, CMHA-S/M Pam Lamarche, CMHA-S/M Patty MacDonald, CMHA-S/M Natalie Kennedy, HSN Education Coordinator Stephanie Lawton, Urgent Care Clinic, HSN Dr. Bertrand Guindon, Child & Family Centre Lara Bradley, North East LHIN Sherry Frizzell, North East LHIN And finally to our funder, the North East LHIN, lead by Louise Paquette. 11

14 hsnsudbury.ca 24h hour Crisis hotline