Patient Experience

Young people's experiences

We at NWAS want to make sure that each person’s experience of the service is the best it can be. We also want to make sure that the voice of young people and their families and carers are heard and also wants to make sure that the opinions of young people and their families and carers are used to help change services for the better.

To make sure we hear your voices and support positive changes, we will support you to:

• Gather information about services
• Share personal experiences of the service
• Know who to go to for complaints, concerns and compliments
• Get feedback on all areas of the service
• Have full consideration and understanding given their, race, religion, gender, sexuality, values, disability, mental health and personal circumstances
• Change the staff with whom they are working with if a relationship breaks down
• Know about staff changes and changes to care
• Have access to an advocate and/or interpreters who understand their needs
• Be able to share lived experience as a service user in forums and become a service user representative
• For service users to know they are experts through their own lived experience of services, and to feel that this knowledge is respected, recognised and used effectively to improve services.
• To have access to support, information and services to promote their own health and wellbeing.

NWAS

If you are a young person you can have your say:

• on your referral to NWAS and
• your discharge to NWAS  

KITE Team

The KITE Team are always looking to provide the best care for young people in our services and we want to make sure that the voices of young people and their families/ carers are heard. We listen to the opinions of young people and their families/ carers to help improve services for the better and ensure your experience in the service is the best it can be. 

• Have your say here if you are a young person and have received support from our KITE Team  
• Have your say if you are a parent or carer of a young person who has received support from our KITE Team, have your say here

Patient and Family Liaison Officer

This is a new role within the service that has been brought about following suggestions from young people and families, following their time at NWAS. The Patient/Family Liaison Officer works alongside both the inpatient and community NWAS teams.

The nature of the difficulties that young people present with can be hard for all family members, including siblings and extended family members for a number of differing reasons.  The role of the Patient and Family Liaison Officer is to support families to navigate through what can be a challenging and difficult situation for everyone; from admission right through to discharge from the Kite Team (Tier 4 CAMHS). 

The Patient and Family Liaison Officer can:

• Help young people and families to prepare information, or questions, to be shared at the various different meetings such as planning and progress, review meetings.
• Completing paperwork;
• Help young people and families to explain what is happening to other siblings and family members.
• Explain who is who, and the role of the differing health professionals.
• Ask any questions about the process, or the next steps for young people and families.

More importantly the Patient and Family Liaison Officer is available to listen and hopefully reassure young people and families about what is happening.

Contact us on: 03000850056 
Email: Tina Hughes