"Made to Feel Validated and Safe."

In the midst of an ongoing Mental Health crisis, as I have been told to do in such circumstances, I presented myself to A&E and asked for assistance.  

I have been in the same position and same place many times over the years, and my experience of being in A&E whilst in such crises has generally not been positive.

I booked in at reception, where I found the speaker that the receptionist was speaking via was loud and I was conscious that other people in the waiting area might be able to hear the questions being asked.  This made me feel uncomfortable.  I am quite open about my MH issues but at that time, I wasn't wanting all and sundry to hear what was going on - plus it's basic stuff for some expectation of privacy while discussing very personal matters.

I was directed to the seating area and waited to be called.  Feeling quite thirsty, I looked to get some water but was dismayed that there was no other way to get a cool drink of anything other than from a vending machine.  I of course would not object to paying for a soft drink or such, but to do so for water?  Access to water is a basic thing, and to charge for it is not good at all.  A water fountain or similar should be provided as a matter of course - a sip of water would have worked wonders that morning to help me control my anxiety.

After a while I was called in by the triage nurse.  She was wonderful.  I explained why I was there and what had been happening.  She let me explain and then immediately went to validate my experience - to say I had done the right thing by coming to A&E and she would ensure I got some assistance.  I began to feel less anxious immediately and felt assured that was in a safe place - I cannot underestimate the power of Validation.  She said I wouldn't have to go back into the waiting area and that she'd find me somewhere quieter and more comfortable to wait.  In the meantime she arranged a cup of tea for me :)

I was taken around to Red Bay and from there into CDU.  During my MH crisis I had also suffered a fall from height therefore the staff where keen to get me checked out.  I was under the care of the team there for a total of 11 1/2 hours.  Might seem long but throughout I felt safe and looked after.  I had various checks and examinations, CT scan and X rays galore.  Everyone used my 'My name is' and throughout took time to explain what they were doing and why.  The Doctor is red bay/CDU was magic, she took time to listen to me, gave me something for my physical pain and anxiety, and generally made an effort.  She oozed empathy for my situation and my feelings of awkwardness at some of the things going on.

Tea and a sandwich was available at regular intervals.  I liked the notices in each bed bay showing exactly where you are - it's easy to lose track of this when being wheeled from one place to another.  I also like the image of blossom on the ceiling in the CT scan room, I can see how this would be a calming influence.

All in all, my trepidations about presenting to A&E with another MH crisis on this occasion where unfounded.  I was treated kindly throughout, and made to feel validated and safe.  Sadly, on being handed over to the MH liaison service, that's where things turned very much for the worse, but that's not for here.

Thank you STH for an amazing and humbling care experience.