Family Ambassadors

The Family Ambassador team is here to help parents, carers and families.

When a child or young person needs specialised mental health care, it can be a difficult and confusing time for families. The Family Ambassador team supports families when their young person needs inpatient care.

What is different about the team is that we have lived experience of supporting our own child who has needed mental health support through health services. We believe that the best care is co-created. Whether you're a young person, parent, carer, professional or community member, your voice matters. You can:

  • Join our Youth Involvement Bank if you are under 18 or the Involvement Bank if you are over 18.
  • Connect with our family ambassadors
  • Share your ideas with our Lived Experience Advisory Group

Together, we are building a future where parents and carers are included and listened to in their child's care.

Aims of the service

We are here to:

  • Support you throughout your child’s stay in hospital, helping you to be as involved as you would like or are able to be in the co‑production of your child’s care and discharge.
  • Support families to have a voice in their young person's care.
  • Help you understand the different roles within the hospital care team.
  • Support you to understand the processes around concerns and support you in raising complaints.
  • Help you prepare for, attend, and reflect on meetings within the inpatient service.
  • Signpost and, where appropriate, refer you to external support and services.
  • Signpost you to people who can explain legal processes you may encounter, such as the Mental Health Act and Section 117 aftercare.
  • Signpost you to people who can support you with planning your child’s education, including applying for an Education, Health and Care needs assessment.
  • Help you apply for financial support such as Disability Living Allowance (DLA), Personal Independence Payment (PIP), or reclaiming travel costs.
  • Support you with the transition if your child needs to move to a different setting.
  • Help siblings or young carers access support for themselves.
  • Signpost to relevant information such as the Children and Families Act, the Equality Act as well as mental health self-help guides.

How do the Family Ambassadors work?

The Family Ambassadors are part of the family team at Ferndene and Lotus and when a young person is admitted to the hospital the family team will offer an appointment for them, for the family to deicide whether Family Ambassador support is something that they would like.

Family Ambassadors have lived experience of supporting their own child who has needed mental health support through health services. They understand how difficult this time can be and are here to offer practical and emotional support alongside the clinical team.

Family support hub

Family Ambassadors are setting up a family support hub at Ferndene Hospital Reception area (the ARC).

The support hub will be:

  • Open to all families with a young person in hospital
  • Available whether or not you are receiving one to one support from a Family Ambassador
  • A welcoming space to talk, ask questions, and connect with others who understand

A Family Ambassador drop-in is expected to be set up at Lotus in the near future.

Confidentiality

What information is recorded?

The Family Ambassador Service keeps brief records of contact with parents and carers. This includes dates of contact and a short summary of the type of support offered. This information is shared within the Family Ambassador team so that support is consistent.

The clinical team caring for your child will know that you are being supported by the service. We will always agree with you what information is shared before this happens.

What information is shared with other professionals?

Information will not be shared outside of the Family Ambassador Service without your consent, except in specific circumstances.

If there are serious concerns about the welfare or safety of you, your child, or another family member, this information may need to be shared confidentially with a member of the hospital team. Wherever possible, this will be discussed with you in advance.

What happens after your child is discharged?

Your Family Ambassador can continue to support you for four to six weeks after your child has been discharged from hospital.

This support may include:

  • Help with transitions to new teams or services
  • Emotional support for you and your family
  • Support to gather any outstanding paperwork or documents
  • Liaising with the hospital clinical team following discharge

If your child has been detained in hospital under the Mental Health Act, your Family Ambassador can also help you understand Section 117 Aftercare and what support may be available.