About the Session

Individuals with mental health problems are too often shunned and discriminated against. Yet, being treated with kindness and respect by caregivers can make all the difference to someone’s well-being and esteem and hasten recovery. This session will review a case study of Eastern State Hospital. In 2017, it received 152 patient complaints regarding respect and dignity of patients that were specifically related to treatment by staff. After implementing a system to improve interactions with behavioral health patients, the organization achieved improved employee engagement and decreased nursing turnover, among other successes. In addition to the ESH case study, the presenters will share other case studies and data outlining novel approaches being used across the country today, including behavioral health acute and chronic care management programs at a large teaching hospital and a rural community hospital. You will leave this session with ideas for implementing a similar program at your organization.

Learning Objectives:

  • Learn how to establish a system to improve your organization’s approach to behavioral health patients, including how to communicate in a way that promotes dignity and respect.
  • Describe the best communication and engagement approaches to use with typical behavioral health patients in different settings.