The need for mental healthcare and services in our community and across our province continues to increase. The number of individuals presenting to Urgent Care with a primary mental illness has more than doubled since 2022.

In response to this growing need, Victoria Hospital Foundation invested in the Manitoba Blue Cross Mental Health Assessment Unit, which opened its doors in June 2022 thanks to the generosity of our supporters. This dedicated space in Victoria Hospital’s Urgent Care department is uniquely designed to provide specialized mental health assessments and care in a private and supportive setting, with Urgent Care and mental health teams working in collaboration to meet an individual’s needs. The Manitoba Blue Cross Mental Health Assessment Unit is the first integrated space of its kind in Manitoba.

“The environment provides access to personal rooms, common areas for socialization, accessibility to staff members, allows for increased privacy and personal freedom, as well as encourages dignity,” said Kurt Pay, Director of Health Services, Mental Health. “Patients can meet with family and community supports in a natural home-like environment, encouraging a more natural flow in conversations.”

Maria Nikkel, a nurse in the Manitoba Blue Cross Mental Health Assessment Unit, has seen these benefits first-hand in the new space.

“It’s just such a huge step up, resource wise,” said Nikkel. “To give mental health patients dignity and the space to walk around and relax. I think it’s a huge win in the way it uses resources and keeps people a lot safer.”

In addition to the many benefits for individuals in need of assessment, this unique area also helps the inter-professional team to provide the best care possible.

“Staff have the opportunity to connect with patients in a non-threatening environment where focus and attention can be given to the patient,” said Pay. “Staff know that patients are close by and that there is a reduced risk of potential harm and increased environmental safety.”

The Manitoba Blue Cross Mental Health Assessment Unit features six bright and spacious treatment rooms; the Canada Life Reception Centre to enable individuals to benefit from frequent assessment, monitoring, and intervention as needed; the Kinsmen Club of Winnipeg Patient Lounge to promote socialization; the Wawanesa Insurance Consult Alcove; and The Johnston Group Nourishment Centre.

For Nikkel, the ability to provide care in in a space specifically designed for those experiencing urgent mental health concerns has been invaluable.

“It’s so much easier to help them stay calm when they have a room with a door and a bed that is comfortable and no distractions and noises,” said Nikkel. “I think it’s better for the staff as well to feel like we have the resources needed and are providing good care. And hopefully it sets [patients] up for being more settled when they get to the next place they’re going.”

Individuals who arrive at Victoria Hospital’s Urgent Care department are first assessed for any medical concerns, after which point the Urgent Care staff consult with the mental health team in advance of a psychiatric assessment and observation. The interprofessional team engages and empowers individuals in decision-making related to their care for a patient-centered approach.

This unique model of care helps to improve access to mental health care for those in urgent need of support, with a psychiatric liaison nurse now supporting Urgent Care around the clock.

“There is quick access to mental health practitioners in the Manitoba Blue Cross Mental Health Assessment Unit like the psychiatric liaison nurse to assist with discharge planning, behavioural care plans, and the de-escalation of potentially volatile situations,” said Pay. “There is also access to psychiatry assessment most hours of the day, in person or virtually.”

Additional training has been provided to all Urgent Care nursing staff and the Mental Health Crisis Response team that assists in-patient units to further build capacity and improve access to care.

With the new unit, individuals no longer require a staff member directly outside their door – a change which has not only decreased Urgent Care costs for constant care attendants but more importantly has reduced safety risks and enhanced the patient experience.

“The constant ‘eyes on’ approach has a tendency to intensify delusions and paranoia as a staff member is ‘watching’,” explains Pay. “This can erode trust in the therapeutic relationship. The Manitoba Blue Cross Mental Health Assessment Unit allows patients who are here involuntarily to have more freedom and the ability to walk out of their room and relax in the common area.”

The design features of the space also play an important role in the individual’s experience.

“Lighting that can dim and brighten with the circadian rhythm, reduced call bells, alarms, and visual and auditory stimulation has decreased the risk for delirium and disorientation, thus encouraging a quicker recovery,” said Pay, who also cites meeting spaces for families and visitors, private spaces for psychiatry assessments, and an accessible bathroom as having made a positive contribution to care.

While Nikkel acknowledges there are both good days and challenging days, she says having an appropriate setting has made providing care a calmer process for both individuals and staff.

 “You definitely have really good days,” said Nikkel. “I did have a day where three different people were all colouring together. It was magical.”

The positive impact of the Manitoba Blue Cross Mental Health Assessment Unit has had a ripple effect across the healthcare system and the city.

“The Manitoba Blue Cross Mental Health Assessment Unit has received transfers from the Crisis Response Centre when that program has been over capacity and has allowed our Winnipeg Police Service partners to transfer care of patients sooner to the Urgent Care team and return to their duties protecting Winnipeg streets.”

Nikkel sees the increased mental health supports at Victoria Hospital as a step in the right direction given the ongoing need for mental healthcare resources.

“It’s nice in that one crisis moment to feel like we’re helping,” said Nikkel. “I’d say it’s successful, and there’s even more places to go. The more resources we have, the more we can focus on the things that really matter.”

The Manitoba Blue Cross Mental Health Assessment Unit is part of a $1.78 million investment by Victoria Hospital Foundation in mental healthcare at Victoria Hospital which includes the recently-opened Will & Mavis Tishinski Tranquility Trail. Take a look inside the Manitoba Blue Cross Mental Health Assessment Unit here.