Does collaboration between staff and clients at Brockville Mental Health Centre (BMHC) change the client experience?
Staff at BMHC say that it does, and one place where it really shines is at Client Council.
“Our client council has done an amazing job, not only in sharing information, but problem solving during COVID,” says Michael Whalen, an advanced practice clinician in the forensics program at BMHC.
Client Council members are all current forensic clients, with staff representation from each unit at BMHC. While councils at similar organizations are often made up of former clients or outpatients who are well within their recovery, this is not the case at BMHC, where many are actively dealing with
their illness.
The group meets every week. At times the staff use the time to relay important information – such as pandemic-related updates – but council meetings are mainly an opportunity for client representatives
to bring concerns or requests to the table. If there’s an issue, the group works collectively to find a solution and how it should be brought forward. It’s not always an easy task.
“Client Council represents all of the clients in the building,” describes Jori Armishaw, a social worker at the Forensic Treatment Unit. “It's complex – and everyone's experience is so different – but when there's a concern that's shared by all it's like, okay, let's grab onto that and see what we can do to change this, or make it better, for not only them, but for their families and their experience here.”
“This is supposed to be a journey in recovery, so our goal is to make this as collaborative and positive as possible.”
While it’s safe to say that the feeling that comes from being heard and having concerns validated is almost universal, client and staff collaborations have an even bigger impact here. What might seem like the smallest request, such as the purchase of shower shoes during a pandemic-related lockdown,
ultimately contributes to client health, quality of life, and ultimately, recovery.
Whalen attributes the regular Client Council meetings to a reduction in code white calls. (“Code white” refers to behavioural emergencies involving clients in healthcare settings.) “We really believed heading into the pandemic we would see a spike in our code whites but we've actually seen an almost steady decrease,” he says.
Client Council at BMHC is steadily growing. For years they had a single member representing all of the clients in the building but now there are six or seven forensic clients who come to meetings when they are able.
“When we talk about that metaphor, many boats one light, the light is client experience, improving the client experience,” reflects Armishaw. “We are the boats on the water, moving that forward.”
