Communicating with Patients

We encourage patients to contact their whānau directly to keep them informed of their progress and wellbeing. The best way for whānau to contact a patient is directly, rather than through our reception. There may be times during treatment where patients do not feel comfortable communicating this information and other times when they relish the chance to reach out, to catch up with whānau. The relationships they have with whānau may be complex and might be linked to some of the difficulties they are dealing with. For these reasons, whānau should not be put off by an unanswered message. The patient may be comforted by whānau reaching out to them, but may need time to be ready and able to respond. The Democratic Therapeutic Community programme has patients actively involved for much of the day, as well as evenings and weekends. If whānau wish to contact a patient directly, the best times to reach them are after hours. Most patients bring their own devices with them, but Ashburn does have computers available for patients to use to keep in touch.

Communicating with Ashburn

The Democratic Therapeutic Community at Ashburn places the patient at the centre of their treatment. Each patient’s trust in this community and in the programme is vital to their sense of security and so to their recovery. For this reason, along with the protocols of privacy, patients are kept informed of any enquiries made of them. Any responses to such enquiries are only given with the patient’s expressed permission. The programme does ensure that whānau are kept informed of treatment and progress when appropriate.

• There are a range of resources to provide further information for whānau, including the Whānau & Friends brochure, Whānau Information Sessions (online seminars offered quarterly), Mum is at Ashburn (children’s book)
• At key stages during their time at Ashburn, people nominated by the patient may be invited to take part in a family meeting.
• Whānau are encouraged to reach out and to communicate with patients
• For any other queries, please contact the Ashburn reception by phoning 03 476 2092 or by email.
• For any significant concerns, or complaints, please contact the Ashburn Clinic Medical Director.

Whānau Involvement

The patient is at the centre of their treatment within Ashburn’s Democratic Therapeutic Community programme. This also recognises the importance of whānau to patient wellbeing and recovery. A patient’s relationship with their whānau may be complex, possibly containing a mixture of strong emotions such as love, anger, comfort and rejection. As a patient works towards their recovery, they may have questions that need to be answered, things that need to be said, olive branches to extend and/or to receive. In turn, whānau may feel the need to reassure the patient of their love, support and/or understanding. At appropriate stages during their time at Ashburn, a patient may initiate a family meeting. The family meeting will be a time for the patient, along with staff, to involve nominated whānau in their treatment.

The Family Meeting

At key stages of their treatment, a patient, usually in discussion with their clinical team, may invite whānau and/or other support people to join them in a family meeting. This meeting is facilitated by Ashburn psychiatric and nursing staff but is led by the patient themselves. Although a family meeting can be challenging, it can prove a powerful step towards a patient’s recovery. It can also be immensely reassuring for whānau to see the progress their loved one is making. Although the family meeting can take place over a Zoom or Teams call, Ashburn makes every effort to ensure the family meeting can occur in person. For more information and/or assistance in visiting Ashburn to attend a family meeting, please call reception on 03 476 2092.

Visiting Ashburn

As part of therapy, patients may initiate a visit from key family and friends, whānau, to visit them at Ashburn. Sometimes, a family meeting will be arranged around the visit. Ashburn has meeting spaces available for this purpose. Whānau are welcome to stay and share an evening meal when they are visiting with patients. On occasion, visits onsite may be constrained by infection control measures or other treatment constraints.