Service changes and visiting during the COVID-19 pandemic

During this COVID-19 pandemic there may be changes in the way some of our services work. Contact the service directly to check how services are being delivered and follow their advice.

Some of our services now offer video consultations. You should speak to your clinician if this is something you would like them to consider. You can find out more about video consultation here.



Contact the ward you wish to visit in advance for guidance and instructions for a safe visit.

You can read some general  NHS guidance on visiting healthcare inpatient settings.pdf [pdf] 89KB

If you need help in a mental health crisis during the COVID-19 pandemic outside office hours please contact our crisis team: Help in a crisis

For other medical advice and support contact your GP or visit NHS 111

Only visit your local Emergency Department for serious life-threatening conditions that need immediate medical attention including persistent severe chest pain, loss of consciousness, acute confused state, severe breathlessness, severe blood loss, serious burns or suspected stroke.

Care Programme Approach

The term Care Programme Approach (CPA) describes the approach used in mental health care to assess, plan, review and co-ordinate the range of treatment, care and support needed for people in contact with our services with complex care needs.

CPA is based on delivering a high standard of care to all our patients/service users in line with seven key principles:

  • the person is at the centre of planning
  • the role of families and carers is actively supported
  • there is good communication and active partnership
  • services are underpinned by recovery and social inclusion
  • good quality services are fair, open and easy to understand
  • information will be shared, but confidentiality respected
  • people will be treated with dignity and respect

Effective care planning processes always involve service users and their families at their heart, promoting decision making, choice, equality, recovery and wellbeing. These principles started with the introduction of the Care Programme Approach by the Department of Health in 1991 and Refocusing the CPA 2008. For those patients from Wales and Scotland, we also work in line their relevant good practice and legal standards.

For those with less complex needs it is still important for us to deliver the same high standard of care.

About us

Our aim is to meet the health and wellbeing needs of local people by providing the best service we can, and promoting individual choice, recovery and independence.

We believe everyone has the right to:

  1. have optimum health
  2. fulfil their potential
  3. be valued and respected
  4. make informed choices
  5. be heard and understood
  6. feel safe and supported
  7. have all their needs and preferences considered including: race, economic circumstances, gender, age, religion or belief, disability, sexuality, mental health and physical wellbeing, emotional and psychological needs, family, parental and social needs.

What you can expect from us

We want to be able to support you in the best way we can. We are driving to deliver the highest standards of care to all our service users. Some service users will have their care provided under the Trust's Care Programme Approach.

  • Assessment: we will find out with you what your needs are. We'll explain what's happening.
  • Care planning: you will have a clear care plan. You'll be offered a copy of this, including who to contact in an emergency. See below for more information.
  • Review: we will check that things are working for you. You can involve a friend or relative in this.
  • Co-ordination: your care will be co-ordinated. Someone will be there to make sure things work for you.
  • Discharge and transfer: we will make sure your transfer or discharge works well. We'll make sure everyone involved knows what's happening.
  • Families and carers: we will work with families and carers. We'll offer advice and support wherever possible.
  • Involvement and choice: you will be involved as much as you want and are able to be. You can ask for a change of worker if you wish.
  • Risk: we will help manage risks for you and others. We'll also safeguard children and vulnerable adults.
  • Care planning standard: You will have a clear care plan.


A plan of care will:

  • be easy to understand
  • describe the services and support being provided
  • be put together and agreed with you

Agreeing a care plan with your health or social care professional means being able to talk about your situation, how it affects your life, what you want us to do, and what you can do for yourself with the right support. It's about being given all the information you need, being listened to, being able to ask questions, and feeling able to say what's really important to you. The plan that is agreed should be the result of this process. Sometimes plans will have to be made without your full involvement if you're not able to participate, but we will try our best to consult and communicate with you.

Care plans also recognise that people can be in control of their lives and regain a meaningful life despite a serious physical or mental health problem. Wellbeing approaches and health promotion initiatives such as stopping smoking and physical health will be an important part of this, as well as recovery tools and techniques such as Wellness Recovery Action Planning (WRAP).


We will make sure that you:

  • are involved in putting the plan together, as much as you are able and want to be
  • are asked to consent to any treatment, and have any risks and benefits explained. If you aren't able to consent because of your age or condition, we'll take account of this
  • are offered a copy of the plan, and understand what's in it
  • have someone who is responsible for making sure the plan happens

You can help

Because you have an important part to play in your care, we would ask that you:

  • make someone aware of any changes in your health or situation
  • attend appointments or let someone know if you can't be there
  • respect the rights of people you come into contact with

Further information

If you require further information please contact the relevant number below:

You can also contact the Duncan Macmillan House Involvement Centre on 0115 993 4567 for more general patient and carer information.



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