To help make sure that the Model of Care reflects what people need when they are connecting with the MHECS service, we invited people to share their experiences with us.

We were grateful to hear from a few people during this process and thank them for sharing their perspectives and experiences. Some of the things we heard include:

• People often feel very alone at the time they are connected with MHECS and this is often at a time of crisis and felt to be a 'last resort' for people who are struggling with their mental health.
• People liked receiving clear communication from MHECS staff about what to expect after seeing them in the Emergency Department.
• Some shared that MHECS staff were patient and non-threatening during a difficult time.
• Some people wanted MHECS staff to understand that during a time of crisis, it can be very hard to speak up and advocate for yourself.
• Receiving genuine care, compassion and feeling supported by staff were very important to people connecting with MHECS.
• People wanted to feel involved in decisions relating to whether they were admitted to hospital or returned home.
• Carers and families wanted to receive information about services that could support them as well as the person experiencing mental health crisis.
• Activities and distractions during a wait to see MHECS would be helpful to stop from feeling bored or becoming more distressed.
• People would like to receive electronic copies of paperwork like discharge plans.
• Some were not keen on the rating scales used during assessment to determine their level of distress and would prefer a different way of capturing this.
• People wanted MHECS to consider information that might be provided by other mental health professionals involved in their care (like psychiatry letters, etc.) when making decisions.
• It is important that MHECS staff work with people with patience, calmness and respect.

These are incredibly valuable insights which we will consider in writing the new MHECS Model of Care.

We are working on writing the Model of Care at the moment.

When we have a completed draft, we will post an update on this project page and welcome feedback and suggestions.

Your opinions and experiences help make sure the MHECS service is working in a way that meets your needs at a time of crisis.