title: Engaging consumers in the Australian emergency mental health context: a qualitative perspective from clinicians working in the community.
abstract: Successfully engaging with consumers is seen as an essential component of mental healthcare, yet doing so can be challenging and little is understood about the unique engagement skills and attributes employed by mental health clinicians working in the emergency community context. Consequently, this qualitative study explored the engagement experiences of clinicians to identify the attributes used when engaging with consumers in this unique setting. We conducted two semi-structured focus groups in July and August 2011 with 16 clinicians employed at one metropolitan mental health organisation in South Australia. Using thematic analysis, we identified two key themes pertaining to the skills and attributes used for successful consumer engagement: (i) building trust, through communication style, an honest approach, facilitating choice and locating trust networks; and (ii) portraying genuine care, through showing respect, offering practical assistance and taking the least restrictive pathway. These findings highlight the unique nature of engagement in the emergency community mental health setting, as well as the flexibility and resourcefulness required to facilitate it.
authors.affiliation: School of Nursing and Midwifery, University of South Australia, Adelaide, South Australia, Australia.
authors.forename: Nicholas
authors.initials: N
authors.lastname: Procter
authors.affiliation: Outer Southern Community Mental Health, SA Health, Adelaide, South Australia, Australia.
authors.forename: Julia
authors.initials: J
authors.lastname: Backhouse
authors.affiliation: Eastern Community Mental Health Centre, SA Health, Adelaide, South Australia, Australia.
authors.forename: Ingrid
authors.initials: I
authors.lastname: Cother
authors.affiliation: School of Nursing and Midwifery, University of South Australia, Adelaide, South Australia, Australia.
authors.forename: Monika
authors.initials: M
authors.lastname: Ferguson
authors.affiliation: School of Nursing and Midwifery, University of South Australia, Adelaide, South Australia, Australia.
authors.forename: Andrea
authors.initials: A
authors.lastname: Fielder
authors.affiliation: Eastern Community Mental Health Centre, SA Health, Adelaide, South Australia, Australia.
authors.forename: Adrian
authors.initials: A
authors.lastname: Jackson
authors.affiliation: Country Health SA Local Health Network, Port Pirie Regional Health Service, Port Pirie, South Australia, Australia.
authors.forename: Julie
authors.initials: J
authors.lastname: Murison
authors.affiliation: Mental Health Directorate, Central Adelaide Local Health Network, SA Health, Adelaide, South Australia, Australia.
authors.forename: Julie-Anne
authors.initials: JA
authors.lastname: Reilly
mesh_terms: D000328:Adult; D001315:Australia; D003156:Community Mental Health Services; D003256:Community Participation; D005260:Female; D017144:Focus Groups; D006801:Humans; D008297:Male; D008875:Middle Aged; D010348:Patient Care Team; D036301:Qualitative Research; D035502:Trust; D055815:Young Adult
keywords: clinician attributes; genuine care; mental healthcare; trust