London NHS trust launches mental health Emergency Department pack initiative for the Armed Forces community

In observance of Mental Health Awareness week, we give a ‘Salute’ to an NHS trust in London for launching a Mental Health Emergency Department (ED) pack initiative for the Armed Forces community. This effort provides tailored resources and enhances awareness among healthcare professionals to ensure veterans and service personnel receive the right support during mental health crises. By bridging gaps in emergency care, the trust is making a meaningful impact on those who have served.

Epsom and St Helier University Hospitals NHS Trust have launched an innovative care pack initiative to better support veterans and members of the Armed Forces community during their visits to the Emergency Department (ED). This project, developed in collaboration with a veteran patient, highlights the trust’s dedication to providing compassionate and tailored care for those who have served in the military.

Gemma Wright, Head of Nursing – Acute and Emergency Medicine (middle), with Stephen Acton, ED/SDEC Clinical Matron (left), and Hannah Bishop (right), Senior Sister, Same Day Emergency Care (SDEC) of Epsom and St Helier University Hospitals NHS Foundation Trust, proudly supporting veterans with “We Care About Veterans” bags.

Enhancing awareness and support

To improve understanding and support, the trust introduced a specialised training programme for staff, focussing on recognising and assisting members of the Armed Forces community. A key aspect of this training is the importance of identifying patients with an Armed Forces background and applying an alert to their patient record. Additionally, staff receive training on communication styles to better understand and interpret language within its appropriate context — for example, recognising in situations like the one mentioned that certain expressions are not necessarily signs of distress or heightened emotion.

Building on this commitment, the trust collaborated with the veteran to create the ‘Veterans Emergency Department Care Pack’ – a resource designed to offer comfort and assist in stressful environments. Each pack contains carefully selected items such as grinding stones, earplugs, ice packs, mints, stress balls, eye masks, and informational leaflets on support organisations for the Armed Forces community. More than 30 of these care packs have been distributed across both emergency departments, ensuring that veterans have access to practical tools which may promote calm and reassurance.

Commitment to continuous improvement

Emergency Departments can be fast-paced, noisy, and overwhelming, sometimes evoking high-pressure environments which may be familiar to veterans. By implementing the ‘Veterans ED Care Pack’ and increasing staff awareness, the trust is fostering a healthcare setting which is both inclusive and responsive to the needs of this unique community.

This initiative exemplifies the trust’s commitment to listening, learning, and continuously enhancing patient care. By recognising the unique experiences of the Armed Forces community, and through the NHS Veteran Aware accreditation, the trust is ensuring that every member of the Armed Forces community receive the respect, understanding, and support they deserve when seeking medical assistance.

The Veterans ED Care Pack includes a tote bag, an ice pack, grinding stones, stress ball, earplugs, a notepad, pen, sticker, fidget bracelet, and a Veteran Aware info sheet.

Chris Mullings, Patient Experience Officer and Armed Forces Lead, Epsom and St Helier University Hospitals NHS Trust, said:

“These bags are a vital part of the support we offer to veterans during attendance to our emergency department. The bags provide items that have been carefully selected from working with veterans and supporting organisations and include grinding stones, a stress ball, ice pack, ear plugs and a notebook as well as some leaflets detailing supportive organisations. These items can help veterans navigate through the emergency department, recognising that this environment can be incredibly challenging for patients struggling with mental health conditions such as PTSD.”

Wendy Doyle, Group Head, Patient Experience and Engagement, Epsom and St Helier University Hospitals NHS Trust, said:

“As a Veteran Aware organisation, it is important for us to holistically support members of the armed forces community as they move throughout our large, busy, and noisy sites. These bags are a fantastic initiative, and I am proud to work with talented and caring staff who have worked hard to co-design thoughtful, considered, and supportive resources to help calm veterans, and to improve their patient experience.”

Anna-Marie Tipping, Regional Lead for London, VCHA, said:

"Epsom and St Helier University Hospitals NHS Trust identified an innovative way to support members in the Armed Forces community in a powerful way. Emergency Departments can be quite stressful, but introducing this care pack alongside the training will assist this community to feel supported in receiving the care they need.”

To access information on support available to the Armed Forces community, click here.

If you have a story to share or any story suggestions, we’d love to hear from you – submit yours and be part of this growing collection of voices celebrating the Armed Forces community. Email us at rnoh.vcha@nhs.net.