What it is like to stay at Synapse

As a brand we strive to maintain the same standard of care across all sites. We however appreciate that some centres might provide some expert services not available at some other centres. For example RTMS is only available at two sites and inpatient Child and Adolescent Psychiatry is only available at one site (Ikeja). Each unit is also able to take local initiatives in service redesign and delivery but must be within the overarching Synapse services development framework.

Basically most of our patients are either Outpatients, inpatients or attend a day Hospital. We also provide respite care.

We are keen to provide the best comfort your money can buy whilst under the care of professionals. Our trained professionals know that it is a difficult decision to seek help from a mental health facility and are trained to be empathic.

What treatment and care will you have?

You will always need to have an initial assessment which is usually multidisciplinary i.e. a Doctor and a psychologist will carry out the initial assessment. Sometimes, patients are quite clear that they only want to see a doctor or a psychologist for an initial assessment. The initial assessment will be at annoys our Synapse sites. You can also request an initial assessment to be carried out over Skype. We have had to introduce Skype assessments as a way of facilitating.

You will have a programme of special treatment focused on your needs. We use a recovery strategy.

While you are a patient at Synapse there are lots of opportunities to learn new skills, gain confidence and take part in valuable experiences. These include:

How can I get involved?

We rely heavily on patient and family feedback. In line with St Andrews strategy, we have subsequently introduced opportunities for patients and families to get involved in what we do. These include:

You will have a programme of special treatment focused on your needs. We use a recovery strategy.

While you are a patient at Synapse there are lots of opportunities to learn new skills, gain confidence and take part in valuable experiences. These include:

Complaints

We see complaints as a valuable source of feedback and we try to learn from problems to improve services for everyone. Whatever you think about our services or staff we want to hear from you.

Wherever possible we encourage local resolution of complaints. Often complaints are able to be resolved effectively by talking to those involved in the delivery of care, for example a nurse, ward manager or doctor. Local resolution is overseen by the Admin Manager and classed as Stage 1 of the Complaints process.

If individuals do not feel that their complaint has been resolved satisfactorily they may wish to use Stage 2 of the Complaint process and seek a review with the Clinical Director responsible for that service. In most cases it is possible to agree a resolution at Stage 1 or 2; however in the event that an individual is not satisfied they may wish to use the 3rd Stage of referring their complaint to the Chief Executive Officer/Medical Director.

A further detail of our Complaints Procedure is readily available at each of our services.

Compliments

Feedback is essential for our growth and service redesigns .To share positive feedback with us please contact the hospital direct either in writing or by phone. Feedback can also be provided online by using the Contact Us page, please be sure to mention which hospital you want to feedback on and if you will like a call back.