Please find a list of some of the things to expect:

• You will be shown around the ward.
• You will be searched by a member of staff. We understand that searches can feel uncomfortable. Staff will explain the process and make sure it’s done respectfully and privately, to help keep everyone safe.
• A doctor will meet with you to talk about what has been happening and how we can best support you.
• You will be allocated a named nurse.
• You will talk with a member of staff who will give you information about the ward.
• We will explain your rights and answer any questions.
• You will have various physical health checks.
• You will be asked if you have any allergies.

You may hear various alarms sounding, please do not panic, staff will offer assistance and guidance where needed. If you have a physical health condition, you may be able to have a personal alarm. Please talk to a member of staff.

We will treat you with compassion, respect and dignity during your stay and involve you in decisions about your care. In return we expect that you will treat other service users, staff and visitors with the same courtesy and respect. Each ward has mutually agreed expectations between service users and staff. We do not tolerate aggression, violence, racism or verbal abuse towards anyone. If you ever witness or experience anything that feels unsafe or upsetting, please let a member of staff know. We are here to support you, listen to your concerns, and help you feel safe again. If you have any questions, please speak to a member of staff.

When you are admitted, and throughout your stay, the medical and nursing team will discuss with you the frequency of observation that is needed. Staff will check on you regularly to make sure you are safe and well. This can happen at any time during the day or night. Our aim is to be as least restrictive as possible and we will talk with you about the level of observation that feels right and review it together.

POhWER provides Independent Mental Health Advocacy (IMHA). If you are on a section under the Mental Health Act, their independent advocates can help you to understand your rights and choices and help you to get your voice heard. If required, your advocate may be able to attend ward round.

Tel: 0300 456 2370
Email: pohwer@pohwer.net
Web: POhWER Homepage

Every day there are protected mealtimes during which all nonessential activities stop on the ward. This includes any visits. This helps make mealtimes quiet and relaxing and it gives everyone a chance to enjoy their food without interruptions. We will make every attempt to ensure that your dietary needs are met. Please check your ward information leaflet to see the mealtime schedule.

Please do not bring any items containing nuts onto the ward. Also, please note that visitors cannot bring in hot food as it cannot be reheated.

Your safety is our main priority, and on admission you will be searched. It may also be necessary for staff to search individuals at other times, for example upon return from leave. Staff on the ward will perform a body search similar to going through airport security. You will be searched by a member of staff of the same gender. At times staff will need to search an individual’s personal space (e.g. bedroom, bathroom) and will do so carefully and with respect. For more information, please request the searches leaflet.

When you arrive, staff will check and record your personal belongings. Some items are restricted and may need to be kept safely by staff. Illegal items (such as drugs or weapons) must not be brought onto the ward. Other items, like razor blades, sharp objects, or certain cables, may also be restricted even though they are not illegal. These can be given to you by staff when needed.

Electrical items must be tested before you can use them on the ward. Phone chargers may also be stored for safekeeping and can be requested from staff when needed. You can use your mobile phone on the ward, but there may be limits on when and where you can use it. Taking photos or recording other patients or staff is not allowed at any time.

Please check the restricted items/ contraband poster on the ward for more information. Any packages delivered to the ward will be searched by staff. This may include post and parcels that are delivered to the ward.

You will have a named nurse whilst you are in hospital who will oversee your care and have a weekly one to one with you. If your named nurse is not around, you can always speak to any staff member on the ward.

We are all here to help you.

Regularly, you will have a review meeting with the team who are helping you. This may include:

• a doctor
• a nurse (including student nurses)
• an occupational therapist
• a psychologist
• a pharmacist

This meeting is to talk about how you are doing and to have discussions regarding your care, medication and leave to aid your recovery. Your mental health, physical health and your social needs will be considered. If you feel nervous or think you might forget what you want to say, you can talk to your named nurse or another member of staff before the meeting and write down what you want to discuss. You can also have a carer, relative, friend or advocate present to support you and you may request as few members of staff as possible.

Your care plan is all about you and your recovery. It may include:

• your mental and physical health needs
• your treatment, medication and possible side effects
• therapy that may help you
• what to do if you are in a crisis including early warning signs
• your rights and what matters to you
• your spiritual needs
• your strengths and things you may need help with
• the staff who are supporting you

Your care plan will be discussed with you prior to the ward round. If you agree, your family or carers can also help with your care plan. You can request a copy of your care plan from a member of staff.

You have the right to be involved in writing your care plan. This will be reviewed with you regularly. After your ward round, your care plan will be updated, and you will get a written copy of the changes.

You have the right to:

• be involved in decisions about your care
• ask questions and get clear answers
• know about your section rights and how to appeal
• receive information in a format that suits you
• choose if your nearest relative is informed about your detention under the Mental Health Act

Your doctor may give you medication to help with how you are feeling. Medication can help reduce your symptoms and is an important part of your treatment and recovery. Your medication will be given based on your needs and care plan.

If you have any questions or worries, talk to your doctor or any staff member. We have leaflets that explain what your medication is for and possible side effects. Or you can visit the Choice and Medication website: www.choiceandmedication.org/bsmhft/

Before you leave hospital, we will plan your discharge with you to make sure you have the right support in place. Discharge planning starts from the day you arrive so we can work together to understand what you need. With your consent, we can involve your family, carers or anyone else important to you. Depending on your situation, this planning may also include partner services such as social services or community teams. This could involve follow-up appointments, medication and other support to help you feel ready and confident when you leave the ward.

If you have any communication, sensory, or accessibility needs, please tell a member of staff. We will make reasonable adjustments so you can access information and take part in your care.

If you are staying under the Mental Health Act, you can only leave the ward with your doctor’s permission. This is called Section 17 leave. If you are an informal service user, or have any questions, please discuss this with a member of staff.

Since 1 September 2025, there is a very strict no smoking policy on our wards. Smoking tobacco is not allowed inside any of our buildings, courtyards or in the immediate vicinity. You can only smoke during your leave. Vaping is allowed in outdoor areas only; you cannot vape in your bedroom or communal areas. Please note you have access to nicotine replacement therapies as an alternative and you can also receive support from our tobacco dependency team.

Only Trust-approved rechargeable vapes are allowed on site. Please ask a member of staff which vapes are Trust-approved. This is in line with national smoking regulations.

We appreciate your cooperation in maintaining a smokefree environment.

Alcohol and illegal drugs are not permitted in the hospital. When it is suspected that there are illegal drugs on the ward, staff, or the police may be called to search the premises. These rules are essential to maintain a safe and therapeutic environment.

We know how important it is to have things to do that feel meaningful and help break up the day. We are committed to offering a good variety of activities and groups, including evenings and weekends, to keep you engaged and support your recovery. Please see the activity timetable or talk to a member of staff. We are always happy to hear your ideas, so please feel free to suggest anything you would enjoy.

The morning meeting is a daily opportunity for service users and staff to come together to:

• Review the plan for the day.
• Discuss ward activities, scheduled leave, and any visitor information.
• Share important updates and news about the ward.
• Review the mutual ward expectations.
• Create a positive and inclusive environment by sharing a daily quote, thought, or word.

We hold a weekly meeting for all service users. This is your chance to:

• Share your thoughts about the ward.
• Give ideas on how we can make things better.
• Talk about your experience.
• Discuss general ward routines and mutual expectations.

Everyone is welcome to join, and your input is valued. Please ask a staff member to find out what day and time the meeting is held.

Family and friends play an important role in your recovery, and we welcome their involvement. Each ward has set visiting times, and a member of staff can let you know the arrangements for your ward. See the ward information leaflet. At times, visiting restrictions may be necessary to ensure the safety and wellbeing of both visitors and service users.

Every other month, a special meeting is held called the Acute Care Patient Council. One service user and one staff member from each of the 16 wards attend. They share positive feedback and ideas for improvement. Senior managers attend, listen and respond to this feedback to help make services better for everyone. This is a great way to represent your ward and share your voice to help improve care for all service users and carers. Please speak to a staff member if you want to know more.

Each week, a Participation and Experience Worker will visit your ward. They are here to:

• listen to any concerns or ideas you may have

ask for your views through questionnaires or focus groups (for example, about the food or other parts of your care)

• facilitate Expert by Experience sessions (service users with lived experience)
• promote activities on the ward

This is your chance to share your voice and help make things better for everyone.

The NHS Friends and Family Test (FFT) is an important tool to help people who use NHS services have the opportunity to provide feedback on their experience. The FFT was created to help service providers understand whether patients are happy with the service provided, or where improvements are needed. It’s a quick and anonymous way to give your views after receiving NHS care or treatment.

Please ask a member of staff for a paper version or visit our website: Survey – Friends and Family Test

Our Customer Relations Team is here to help you, your family, and your carers. However, if you have a concern, it is best to talk to a staff member first. If you still need help, the Customer Relations Team is happy to support you in the following ways:

• Listen to your concerns, suggestions, or compliments.
• Help resolve any issues you have by appropriately handling the concerns raised, either as a PALS concern or formal complaint.
• Put you in touch with other people who can help.
• Give you information about NHS and social care services.

Contact details:
Customer Relations Team, The Barberry Centre, 25 Vincent Drive, Birmingham, B15 2FG.

Tel: 0800 953 0045. A voicemail facility is available for telephone calls to be returned within a maximum of three working days.

Email: bsmhft.customerrelations@nhs.net. Please note that they will respond within a maximum of three working days.

Contact form: Contact our Customer Relations Team

We have a range of staff that you might meet during your stay with us.

Mental health nurses, also known as psychiatric nurses, specialise in caring for people with mental health illnesses or distress. They provide therapeutic care and monitor service users’ mental health conditions. They help develop treatment plans and administer medication.

Matrons are highly trained senior nurses whose role is to oversee how wards are run and make sure that patients get the best care possible.

Ward managers have responsibility for the operational and clinical running of the ward.

Psychiatrists are doctors who specialise in mental health conditions. They can assess your symptoms and might prescribe medication if necessary.

Psychologists use their specialist knowledge and skills to help reduce distress through various kinds of talking therapy.

Healthcare assistants monitor and observe the ward helping to ensure the safety and well-being of everyone.

Pharmacists help people by making sure their medicines are safe and work well. They can also discuss any side effects and queries with you.

Occupational therapists work with individuals to help them function better in their daily lives, supporting regulation through sensory activities and enhancing their environments. They help you to learn or relearn the skills you need to manage day to day. These are known as ‘activities of daily living’. For example, washing and dressing, cooking, shopping and budgeting. It could also include support with leaving hospital.

Activity workers provide a variety of activities for service users to engage in to encourage and promote motivation, wellbeing, and independence.

There may be other staff that you meet during your care such as:

• health instructors
• ward admin staff
• physiotherapists
• social workers
• dietitians
• housekeepers
• domestic staff
• speech and language therapists

Please note there may sometimes be contractors working on the ward or other non-clinical staff doing assessments.

We offer placements for students across all healthcare professionals. If there are points in your care where you would prefer students not to be present, please talk to a member of staff.

We are an inclusive, multi-faith, multi-cultural team of spiritual care practitioners. We have multifaith rooms in most inpatient units. Multifaith rooms are an accessible, safe and a welcoming place where anyone can pray, meditate or reflect.

Email bsmhft.spiritualcare@nhs.net or ask a staff member for more information.

Families and carers play a vital role in supporting our service users with mental health problems. We know that this role can sometimes be difficult, demanding, and lonely. Our Trust actively seeks to engage families and carers in the services that we provide. However, we understand that some service users may not consent to family and carer involvement.

We have relationships with the carer’s organisations across Birmingham and Solihull, including:

Birmingham Carers Hub is a partnership which delivers support and services for unpaid Carers in Birmingham. Their partners reflect the diverse communities across Birmingham, so they can reach every Carer who needs them with the support they need.

Tel: 0333 0069 711. Website: birminghamcarershub.org.uk

Carers Trust Solihull provides free and meaningful support to carers, supporting their emotional and physical wellbeing, preventing crisis and keeping families together. They believe carers should be able to access the quality support and services they need.

Tel: 0121 788 1143. Website: solihullcarers.org

As a carer you have a right to a statutory assessment under the Care Act 2014. A carer’s assessment is a discussion with you that will help to understand the physical, emotional, and practical impact that caring has on your life and to ensure you can access appropriate support services.

To request a carers assessment for Birmingham, please contact Birmingham Carers Hub:
Tel: 0333 006 971. Email: info@birminghamcarershub.org.uk

To request a carers assessment for Solihull, please contact:
Tel: 0121 704 8007. Email: ccadults@solihull.gov.uk

Please note there are posters and leaflets on the ward on the following topics:

• Customer Relations (compliments, complaints, patient advice and liaison)
• Access to your care records
• Asking to change consultant
• Sexual safety poster
• Expert by Experience information
• Family and carer leaflet
• Recovery College for All
• Searches
• Safe wards
• Reducing restrictive interventions
• Restricted/Contraband items
• A guide to ECGs on our inpatient wards (a simple heart test)
• The Waiting Room – the one-stop directory for health and wellbeing services across Birmingham and Solihull
• Medication leaflets – Choice and Medication