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Gateshead/Newcastle Homeless Service – Patient information leaflet

This leaflet may not be reproduced in whole or in part, without the permission of Cumbria, Northumberland, Tyne and Wear NHS Foundation Trust

  • Introduction

    This leaflet provides you with information that you may find useful during your time with our service.

    We aim to offer you help and support to enable you to improve your mental health and quality of life. If you are not sure about anything in this leaflet please ask a member of staff.

  • What is Gateshead/Newcastle Homeless Service?

    Gateshead/Newcastle Homeless Service provides an assessment and treatment service for people who are homeless or who are living in insecure accommodation and who are experiencing difficulties with their mental health.

  • Who is it for?

    The service is for men and women over the age of 18 years who are homeless or living in insecure accommodation who require a period of assessment and treatment. In some circumstances someone aged 16-18 years old may be offered an assessment then referred to an appropriate service.

  • Why do I need to attend?

    Involvement with us is of your choice. You might have requested an appointment. You might have been referred to the service by your GP, another health professional or a member of staff from homeless services. Often when people are experiencing difficulty with their mental health they will need to be seen by a specialist service to assess their current mental health needs and see how they can be helpful.

  • What will happen at my first appointment?

    Appointments with one of the Community Mental Health Nurses can be arranged at a venue that is convenient for you and the nurse. This may be at where you are living, at a day centre or at a hospital outpatient department.

    You will see a nurse and have a chance to talk about your current problems. Anything you say will be confidential within the team unless there is a legal duty to inform outside agencies. This will be explained before your assessment.

    At the end of the assessment we will look together at the best options to help you with your needs, either within our team or another service.

    After your assessment, a letter will be sent to your family doctor and the referrer, if these are different. You can ask for a copy of the letter.

    You will be given a contact number of a Community Mental Health Nurse from Gateshead/Newcastle Homeless Service so that you will be able to telephone if you cannot attend your next appointment.

  • What will happen next?

    If you choose to see us again you will have one to one involvement with your Care
    Co-ordinator. Together you will develop a care plan to help you address your mental health needs.

    A range of interventions and therapies will be offered to suit your personal needs.

  • How long are appointments?

    The first appointment can last up to two hours. You are welcome to bring a carer, friend or advocate with you.

  • Interpreters

    If you would like an interpreter, this can be arranged prior to your appointment.

  • Travel information

    Contact Nexus Traveline: Tel: 0871 200 22 33

    Website: www.traveline.info/

  • What if I have a comment, suggestion, compliment or complaint about the service?

    If you want to make a comment, suggestion, compliment or complaint you can:
    • talk to the people directly involved in your care
    • ask a member of staff for a feedback form, or complete a form on the Trust website www.cntw.nhs.uk (click on the ‘Contact Us’ tab)
    • telephone the Complaints Department 0191 245 6672
    • email complaints@cntw.nhs.uk Please note that information sent to the Trust via email is sent at your own risk
    • We are always looking at ways to improve services. Your feedback allows us to monitor the quality of our services and act upon issues that you bring to our attention.
    You can provide feedback in the following ways:
    - the quickest way for you to do this is to complete our short online survey at
    www.cntw.nhs.uk/poy
    - complete a Points of You survey, available from staff.

  • Useful contacts

    • Patient Advice and Liaison Service (PALS) Tel: 0800 032 02 02
    • (ICA) Independent Complaints Advocacy Tel: 0808 802 3000

  • Contact details

    Gateshead/Newcastle Homeless Service
    Silverdale
    Grainger Park Road
    Newcastle upon Tyne
    NE4 8RR
    Tel: 0191 287 5060

    Office hours Monday to Friday, 9am-5pm.

  • Other formats, references and review

    Further information about the content, reference sources or production of this leaflet can be obtained from the Patient Information Centre. If you would like to tell us what you think about this leaflet please get in touch.

    This information can be made available in a range of formats on request (eg Braille, audio, larger print, easy read, BSL or other languages). Please contact the Patient Information Centre Tel: 0191 246 7288

    Published by the Patient Information Centre
    2019 Copyright, Cumbria, Northumberland, Tyne and Wear NHS Foundation Trust
    Ref, PIC/85/1019 October 2019 V4
    www.cntw.nhs.uk Tel: 0191 246 7288
    Review date 2022