A North Yorkshire community mental health hub is putting people first with small changes that make a big difference.
Reception staff at North Moor House in Northallerton, which is run by our trust, are focussing on small, but meaningful, improvements to bring smiles to the faces of visitors.
“We are working alongside patients and carers and have found it’s the little things which really matter and make a difference,” said reception supervisor Safina Beg.
“By concentrating on improvements like offering water, and brightening up the place, it can really help visitors to relax. Little things can make a big difference.”
Little touches bringing cheer to all
North Moor House provides mental health outpatient facilities and learning disability services for people living in and around Northallerton.
More than 100 visitors a week access the services via the waiting area – and reception staff are determined to make it light, bright and welcoming to all.
“We’ve had some nice comments since we started,” said Safina, who is also PA to the service manager of North Yorkshire mental health services for older people.
“Our visitors are pleased with having water supplied, and with the extra touches to reception – and especially about how the place looks more cheerful now.”
Making a difference a little at a time
Improvements so far have included brightening up noticeboards with pictures, revamping the magazine selection, offering books and providing a range of leaflets.
Staff have also created clear signage to help people access drinking and toilet facilities, as well as added cheerful colours to make the area more welcoming.
Julianna Dottrall, 58, from Northallerton, is a regular visitor to North Moor House and very much appreciates all the little touches of kindness provided.
She is looking forward to the installation of a new welcome sign outside the building, which is currently being planned, and said:
“I really like the new colours in reception, as it is much brighter, which is more welcoming. The noticeboard is nicer too, so it captures people’s notice more.
“The new book selection is much better, as the old one was quite limited. I’d like to see some more information leaflets next, in an Easy Read format.”
Another regular visitor, Chloe, 25, added: “The reception area really needed cheering up. It was bland, the walls were boring, and it wasn’t that welcoming.
“It is much more colourful now. Next, I’d like to see a noticeboard where you can ‘meet the staff’, with their photos. I’m sure people would find that helpful.”
Looking to the future
Future improvement plans include hosting an art project for everyone who uses the building, to co-create a piece of art for the reception area.
Bigger and better signs are also planned, as well as more little touches to the quiet room – which is used for mindfulness and as a reflection space for staff and visitors.
Highly specialist applied psychologist Samantha Short, who is based at North Moor House, is supporting the project and said:
“We’ve always had friendly and welcoming reception staff, and now we have a friendly and welcoming reception area too – which visitors really seem to appreciate.
“We are really pleased with how the project is going, everyone is. The more we can work with patients and their families, the more accessible we can make our building and services.
“This is such a positive step for all involved and, if anyone has any ideas for further improvements, please do let us know – as we are always looking at ways of making sure people feel welcome here.”
