Adult mental health service

The information covers many areas, but is split into categories so that you can find the topics that are important to you.

Of course, this is not meant as a replacement for staff who are always ready to deal with your questions and concerns.

If you have any questions after reading this information, please do not hesitate to ask. 

Welcome to Tees, Esk and Wear Valleys NHS Foundation Trust

All staff welcome you to the ward. We hope your stay with us is a comfortable and safe one.  We offer support and guidance and you can approach us at any time, day or night, if you have any anxieties or worries. 

We wish you a speedy recovery and look forward to meeting you to help you through this distressing time.  Although some people stay on the ward for a few days, some may stay longer depending on their individual needs.  You can discuss your length of stay with your care team. 

A nurse will show you around the ward, introduce you to staff and show you where you can safely leave your things.  You can give items of value to staff for safe keeping or to relatives to take home. 

Entering and leaving the ward is controlled for your safety.

Why you have come into hospital

Coming into hospital can be difficult, especially if it is the first time or if it was not your choice to come.  We are happy to talk to you about the reasons why you have come into hospital. 

Your first 24 hours

Everybody’s experience when coming into hospital will be different. We hope this information is of some help.  If you would like to go through it with someone just ask.

We know that coming into hospital can be a very stressful experience, and our aim is to provide a safe, warm, therapeutic environment, enabling your recovery and return home as quickly as possible. 

The ward environment

What can I expect?

  • to be treated with respect and dignity at all times
  • to be given a clear explanation of your condition and the treatment options available
  • to ensure your records are kept confidential
  • to be informed about different treatments and procedures affecting you
  • to keep relatives and carers informed of your progress, if you agree
  • to be asked for your informed consent to any treatments or procedures
  • to see your records if you wish.If you are in hospital under the Mental Health Act a nurse will explain your rights and give you written information to keep.   

Who will be caring for me?

While you are a patient on the ward a consultant psychiatrist will be responsible for your care. The consultant is present on the ward most days and works closely with all other members of the ward team.

If at any point you wish to have a second opinion by another doctor please discuss this with ward staff.

Staff wear name badges and will introduce themselves when they are involved in caring for you. If you are not sure who a person is, please ask. 


Nurses will give you your medication each day and will be happy to discuss your medication.  Written information about your medication is available. 

Pharmacy staff visit the ward regularly and are available to discuss any issues you may have regarding medication.  If you wish to see a doctor about your medication this can be arranged.

Who’s who on the ward 

Please do not hesitate to approach any member of staff. We are here to help you.

These people may be involved in your care:

  • modern matron
  • ward manager
  • clinical lead, ward sister or charge nurse
  • staff nurse
  • associate practitioner
  • occupational therapists and assistants
  • healthcare assistants
  • psychologists and assistants
  • doctors and junior doctors
  • psychiatrists
  • pharmacists
  • chaplains
  • volunteers
  • housekeeping staff.

Some wards have a photograph board to show who everyone is.

How we will care for you

Your care is delivered by professionals appropriate to your needs. Together these professionals make up your multidisciplinary team (MDT).  You will be invited to meet with those involved in your care throughout the week. The team will continually review the effectiveness of your care and treatment throughout your stay.  Your family members, carers or any other person who has a significant role in looking after you will be involved in this process, with your consent. stressful experience. If there is anything the ward staff can do, including arranging interpreters, translators or advocacy representatives, please let us know and we will try to facilitate this.

About your named nurse

You will be allocated a named nurse on admission. Your named nurse will assess and support you throughout your stay and plan your recovery with you.  

Your named nurse, with your permission, will answer any questions that your relatives ask.  He/she will discuss with them your progress and treatment. 

When your named nurse is off duty you will be allocated a contact nurse.  This is the nurse you go to if you have any problems or concerns.  Discussing your problems and treatment with your named nurse, or the nurse allocated to you in their absence, ensures continuity of care.

If at any time you feel you are unable to build up a satisfactory relationship with your named nurse, for whatever reason, please discuss the issues with the ward manager or deputy.  You can go to any member of the nursing staff with your questions or concerns. 

If at any point throughout your admission you wish to meet with your consultant or any other member of the ward team, please inform staff and they will try to arrange this for you.

Your admission

This diagram shows a typical admission process. 




The team work with you and also with your family and/or carers, if you agree.


the first

working day

The team identify the purpose of your admission.


within 3 working days

The team meet to formulate your plan of care, this is called a formulation meeting.


every working day

The team will review your treatment package each day.


prior to discharge

Everyone involved in your treatment and aftercare will meet to discuss your discharge arrangements.


Your stay on the ward

How can my views be heard?

  • talk things over with your named nurse
  • use a notebook/workbook and jot down things you want to discuss or ask
  • ask people to repeat or write down what they mean if you did not hear or understand
  • ask someone else to attend meetings and speak on your behalf.  This may be a relative, carer or advocate
  • we will ask your views on your care as you leave hospital. 

Monitoring your recovery journey

It is important that you and your care team have an understanding of your needs at different points throughout your care. 

To help us monitor your recovery you will be asked to complete a Patient Reported Outcome Measure (PROM). These outcome measures are from your point of view and will help you feel empowered in shaping the care you receive.  

The PROM being collected is the Short Warwick Edinburgh Mental Well Being Scale (SWEMWBS); a short survey with seven questions to assess your mental well-being at a given point. 

SWEMWBS help you and your care team monitor your progress and can show how helpful services have been in promoting your journey towards recovery. 

Further information about PROMS can be found in leaflet L929. Please ask a member of staff if you have not received this leaflet and would like to know more.

Physical health

Your physical health is important and can make a difference to how you are feeling.  Within 12 hours of admission you will have a physical health examination by a doctor.  From this, the doctor will request some routine physical health checks.

What you might need while you are on the ward

  • a few changes of clothes
  • nightwear, dressing gown and slippers
  • toiletries
  • writing materials
  • a watch
  • telephone numbers
  • snack foods
  • reading materials
  • a small amount of money.

What you will not be able to keep on the ward

  • large amounts of cash, credit cards, etc. Please ask your family or carers to take these, but if this is not possible please give to staff for safe keeping
  • razors will be provided by the nursing staff if you need one
  • cigarettes, lighters (and lighter fuel/gas) and matches - for your safety staff may ask you to hand in articles that may be harmful to you or others.  This includes sharp objects and glass articles
  • alcohol and illicit substances are not allowed on Trust premises.

Tees, Esk and Wear Valleys NHS Foundation Trust operates a ‘zero tolerance’ approach to the possession, use and dealing of substances on Trust premises.

Any suspicious activities will be reported to the police.  If you see anyone acting suspiciously or discover any items you think may be drug related on the premises - please tell a member of staff.  

Possessions, valuables and money

We will ask to look through your belongings when you are admitted to the ward and may ask to do this again on other occasions should staff have reason to believe that you have items in your possession that could be a danger to yourself or others. This is for your safety and the safety of other people on the ward. 

If you have any medication please give this to the nurse who will store it for you or dispose of it.

If there is no one else to look after your valuables, please give them to a member of staff who will arrange safe keeping.  The Trust cannot accept responsibility for loss or damage to your personal property unless it is handed in and a receipt is obtained for it. 

Practical help

If you have come into hospital suddenly, there may be things that you need to sort out or people you have to contact.  

Mention this to the staff and they will help you. 

You may need to:

  • make arrangements for someone you care for
  • make arrangements for pets
  • get clothing and personal things
  • get money and your benefit book
  • make sure that your home is safe and secure
  • pay urgent bills
  • cancel or re-arrange appointments
  • contact friends or other people.

Patient code of conduct

  • at all times treat staff, visitors and fellow patients with the same respect, dignity and consideration you expect yourself
  • patients are not permitted in bedrooms other than their own
  • treat the ward environment with respect, keeping the ward as clean and tidy as possible
  • smoking is not permitted on Trust premises or grounds
  • be considerate in the use of television and music systems
  • damage to property, staff or other patients will not be tolerated
  • always inform staff of your arrival and departure from the ward
  • inform staff if you feel someone is behaving in a threatening way.
  • mobile phones or other mobile devices must not be used for photography or recording in any form by patients, staff or visitors.

Keeping the ward clean   

We work hard to keep the ward clean for our patients and staff and it is regularly checked by our housekeeping team. We would appreciate your help in keeping your room and the ward clean and tidy. Hand washing facilities are available in most patient rooms and in all toilets and bathrooms. We would ask that you wash your hands after using the toilet and before you eat your meals to avoid infection. Staff will encourage you and your visitors to wash your hands, and will provide any assistance you may need. 

Ward information 

Same sex accommodation

We are committed to making sure that the time you spend in our hospitals is as comfortable as possible. Your privacy and dignity are always our concern – whenever and wherever you use our services.

We are proud that the vast majority of patients who are admitted to any of our hospitals will be cared for in a ward where they will have their own bedroom, many with en-suite washing and toilet facilities. 

In the small number of wards where there is more than one bed in a bedroom, patients will only share the room where they sleep with members of the same sex; same sex toilets and bathrooms will be close to their bed area and clearly signed. This means that any mixed sex accommodation is virtually eliminated.

Male and female patients may share day areas such as lounges, activity rooms and kitchens. Where there is a need for patients to pass through an area designated for the opposite sex, staff will accompany them, where possible, to make sure everyone feels comfortable.


Dining room

Meals are served in the dining room and are usually at the following times:


Breakfast      8.30am

Lunch           12 noon

Tea                5pm


Meal times may vary from ward to ward.

If you have any special dietary needs because of medications, health, religious or cultural beliefs, please inform any member of staff.

Bringing food into hospital

There could be a risk to you if food brought into hospital is not stored or handled responsibly.

Please discuss arrangements for bringing food onto the ward with ward staff.

Recreational activities

All patients will have an individual programme for meetings and activities within the ward.  A range of group based activities is available. 


Your named nurse will advise you of the ward visiting times. 

We recognise that visiting times may not always be suitable for your relatives or friends.  Please discuss with staff who will negotiate other times.

To reduce the risk of infection we ask that your friends and relatives refrain from visiting if they have suffered from, or have been exposed to, sickness (vomiting) and/or diarrhoea in the last 48 hours;

Visitors are not permitted to smoke on the ward and smoking is not permitted in any Trust buildings or grounds.

Arrangements can be made for visits to be held in private.

Child visiting

This Trust supports helpful and positive contact between children/young people and their parents/carers who are Trust clients.

The Trust operates a child visiting policy which applies to all children up to the age of 18 years. 

All visits by children must be pre-arranged with ward staff to ensure the visit can occur.  A responsible adult must accompany the child when visiting.  Child visiting will take place in an allocated room to allow privacy for all parties. 

Smoke free policy

Smoking will not be permitted anywhere on Trust premises, including the grounds.

Smoking cessation, including nicotine replacement therapy, is available for patients who want to give up smoking while in hospital.  Please speak to your named nurse for advice. 

Fire alarms

There will be a weekly fire alarm test.  If the fire alarms are activated at any other time, staff will direct you to a safe area within the hospital. 


As your condition starts to improve, you may be offered periods of leave away from the ward.  When this occurs you will always have a bed here on the ward to return to.  In some exceptional circumstances you may find that upon your return you have been moved to a different bedroom than the one you left.


Visits home and discharge – post discharge service

A meeting with you and your family will be held to plan your discharge and after-care.  You may have visits home before discharge, these leaves can be supported by staff if necessary or family/carer. 

Following discharge

In order to make a smooth transition home, a member of your care team will visit you within seven days.

You may also be offered:

  • out-patient appointments
  • visits from a community mental health worker at home
  • support from social services
  • support at home
  • contact with your GP.

Useful information 

Patient Advice and Liaison Service (PALS)

Tees, Esk and Wear Valleys NHS Foundation Trust has a Patient Advice and Liaison Service (PALS) available for mental health and learning disability services.PALS is available for patients and their carers to discuss any comments, concerns or suggestions about the care you are receiving. 

PALS officers can also provide advice and information about services provided by the Trust.If you have a specific concern or query about the care you are receiving you should first try to raise it with the nursing or medical staff who will try to resolve it or answer your questions. 

If they are unable to help, or you would prefer not to speak to a member of ward staff about your concern, please contact the Patient Advice and Liaison Service:

Monday to Friday

9am – 4pm


0800 052 0219


07775 518086

If a PALS officer is not available immediately, your details will be taken and they will return your call or visit the ward on request to discuss your concern or query.  They will aim to resolve the issue quickly.

The PALS officers have experience in resolving queries and concerns, but if they are unable to help to your satisfaction, they can advise and help you make a formal complaint.

If you would prefer to make a formal complaint and not access PALS, you can write to:

The complaints manager

Patient experience department,
Flatts Lane Centre,
Flatts Lane,

For further information about the Trust’s PALS service and formal complaints procedure, please ask your named nurse for a copy of the Trust information leaflet ‘Compliments, comments, concerns and complaints’.

Access to an interpreter

Every patient whose first language is not English, or who has communication needs, has the right to access a professional interpreter.

Professional interpreters should also explain relevant information about treatment and care to carers and family members whose preferred language is not English.

Ward staff will make arrangements for translation and sign language interpreters if necessary.

Chaplaincy service

The Trust chaplains provide for the religious, spiritual and pastoral needs of patients, carers and staff throughout the whole Trust.  Chaplains will not impose their own beliefs on anyone but rather help people through their own questions to come to their own conclusions.  Chaplains are happy to see anyone who wishes to talk to them, whatever they wish to talk about.

Religiously the Chaplaincy department is multi-faith and aims to provide for religious needs whatever a person’s faith.  We can pray with people, bring communion and hear confessions.  We also have prayer mats, Korans and can point you in the direction of Makkah and have materials of all the major world faiths.  We also have links with faith leaders from all communities and can put you in touch with leaders of churches, mosques, temples. 

Access to information about you

Tees, Esk and Wear Valleys NHS Foundation Trust is registered under the Data Protection Act 1998 to store and use personal information.  We ask for information about you so you can receive proper care and treatment.  We keep this information together with details of your care, because it may be needed if we see you again.

Everyone working in the NHS has a legal duty to keep information about you confidential. You can request the personal information we hold about you.

To access your personal information, write to:

The data protection and privacy officer,
Information governance department,
Lanchester Road Hospital,

Useful telephone numbers

NHS 111


Mental Health Matters Helpline

(6 pm- 6 am)

0800 052 7350

Care Quality Commission

03000 616161


(friendly confident drugs advice)

0300 123 6600



08457 909090

Family Lives

0808 800 2222

Citizens Advice Bureau

08444 111 444


Citizens Advice Bureau

The Citizens Advice Bureau is a generalist advice agency and so is able to advise on a wide range of subjects such as:  education; employment; benefit entitlement; money matters; disability support and consumer issues.

They can provide:

  • alternative options
  • someone to speak on your behalf
  • a representative at tribunals.

About the Trust

Our aims 

  • to deliver high quality specialist care and treatment
  • specialist liaison across the health and social care system
  • working towards a complete system of care
  • listening to and learning from service users and carers.We continually strive to improve our services and would be pleased to receive your comments.If you would like any further information about the services we provide, please ask a member of staff.

Equality and diversity

  • we recognise and address the varying needs and wishes of different social groups
  • we maximise the inclusion and participation of patients and carers, and their freedom to exercise choice
  • we aim to ensure a positive experience for all individuals from all groups within the community.

Reference: L670

Version: v3

Last updated: 03/2017

Archive date: 03/2020