Serving People Managing Behavioral Health Issues: Philosophy of Service at UBHC Marie Verna Program...

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


Our customers:

Children and adults managing mental illnesses and possibly co-occurring substance use

Family members and loved ones Each other


Our staff: Leadership Full variety of healthcare disciplines Support and administration Food Service Housekeeping Public Safety


Our approach and philosophy:

Person-Centered Care and Language Wellness and Quality of Life Recovery and Community Re-

Integration Respect, Dignity and Service


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


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


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?


What is the face of mental illness?


Common Misperceptions:

Dangerous Violent Difficult Demanding Weak Unmotivated


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


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


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.



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.



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.



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.


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


Customer Servivce:

Both the people we serve and each other

Communication Teamwork


How Can You Be Successful?

Empathize Listen Learn Ask Act Good luck!

Serving People Managing Behavioral Health Issues: Philosophy of Service at UBHC Marie Verna Program...

Documents

Transcript of Serving People Managing Behavioral Health Issues: Philosophy of Service at UBHC Marie Verna Program...