Telephone Street Triage: A service user perspective
Clair Carson RGN RMN BSc MSc, Associate Director of Operations, Greater Manchester Mental Health NHS Foundation Trust
2. THE TELEPHONE STREET TRIAGE MODEL
• CRISIS CARE CONCORDAT 2014
• MODELS OF STREET TRIAGE
• THE MODEL IN THE RESEARCH AND MY ROLE IN THE INITIATION AND IMPLEMENTATION OF THIS
3. THE RESEARCH STUDY
• BACKGROUND, BUILDING ON THE DEVELOPMENT OF THE SERVICE AND STRIVING TO IMPROVE
THE MODEL
• WHAT WAS THE IDENTIFIED GAP?
• WHY DID I USE A NARRATIVE METHOD?
4. AIMS OF THE STUDY
• The aim of this study was to explore and
understand the experiences of service
users, who have had a mental health
crisis and were treated using the Street
Triage Service.
5. OBJECTIVES:
• THE OBJECTIVES OF THE STUDY WERE:
• TO EXPLORE THE PERSPECTIVES OF SERVICE USERS REGARDING THEIR EXPERIENCES OF USING THE STREET TRIAGE
SERVICE.
• TO ASCERTAIN WHICH, IF ANY, ASPECTS SERVICE USERS FOUND TO BE BENEFICIAL
• TO IDENTIFY ANY ASPECTS OF THE SERVICE THAT FROM A SERVICE USER PERSPECTIVE COULD BE CHANGED
• TO ENHANCE KNOWLEDGE REGARDING INITIATIVES FOR ADDRESSING MENTAL HEALTH CRISIS SITUATIONS.
6. SERVICE USER VOICE
• HISTORY OF SERVICE USER INVOLVEMENT
• WHY IS THIS IMPORTANT TO ME?
• WHY IS THIS IMPORTANT TO THE MODEL?
• RIGOUR AND AUTHENTICITY
7. METHODS
• NARRATIVE RESEARCH USING FRASER (2004) FRAMEWORK
• ONE TO ONE INTERVIEWS WITH 3 SERVICE USERS
• EACH THEN ANALYSED FOR CONTENT AND THEMES
• INDIVIDUAL ISSUES AND ANY THEMES SHARED
• DISCUSSION AND FINDINGS
8. CARMEL:
• “POLICE ARE LOVELY WITH ME BECAUSE THEY KNOW THAT WE’VE TRIED TO PROSECUTE A
FEW TIMES AND THEY KNOW I’VE ENDED UP HAVING SUICIDAL THOUGHTS WITH THE STRESS
OF NOT BEING ABLE TO PROSECUTE, RIGHT, SO THEY KNOW, THEY CAN’T DO ENOUGH FOR
ME. I HAVE NO COMPLAINTS ABOUT THE POLICE AND AGAIN THEY ARE LIKE FAMILY ‘
9. TIM:
• “SHE WASN’T LIKE YOU KNOW, I HAVE HEARD THIS BEFORE, SHE WAS INTERESTED, IT WAS IN
A QUIET ROOM, NO PHONE OR ANYTHING, IT FELT LIKE SHE WAS REALLY BOTHERED ABOUT
ME, YEAH IT WAS GOOD“’
10. SAM
“When I was up there I can only recall
thinking its quiet here, sometimes you just
want not to be a mum, a nurse, a wife
you know? ”
11. FINDINGS
• INDIVIDUAL AND UNIQUE STORIES
• SIMILARITIES EXIST
• BLUE LIGHT ATTITUDES; INTERVENTION FROM RAID/STREET TRIAGE SERVICE; SUPPORT AFTER
CRISIS
12. UNIQUE CONTRIBUTION?
• PUBLISH LITERATURE REVIEW
• USE FINDINGS TO INFLUENCE MODEL DEVELOPMENT
• DEVELOP FURTHER RESEARCH INCLUDING A DIFFERENT LOCATION
• DIVERSITY OF SUBJECTS
• CONTINUE TO SEEK TO IMPROVE THE SERVICE
