Buckshaw Hospital

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

We looked for evidence that patients were treated with kindness, empathy and compassion. We assessed the levels of patient’s privacy and dignity afforded to patients. We asked patients to tell us about their experiences, if they were respected, if they understood that they and their experience of how they were treated and supported mattered. We also looked for evidence that every effort was made to take patient’s wishes into account and respect their choices, to achieve the best possible outcomes for them.

We found that patients were treated with kindness, compassion and respect. Staff worked with patients to understand and manage risks, and care was delivered in a way that was safe, supportive and met individual needs.

Staff responded positively to patients’ needs, emotions and any distress, ensuring patients’ rights, privacy and dignity were maintained. Care was personalised, and staff adapted their approach to support patients who were anxious or had additional needs.

Patients told us they felt listened to and well supported during their appointments. They said staff explained procedures clearly, took time to answer questions and involved them in decisions about their care.

At our previous inspection, this area was rated good. At this inspection, the rating has remained good. This meant patients were consistently treated with compassion and their needs were respected.

We have not awarded this service a score for Caring.

Find out about when we will not publish a key question score and what we look at when we assess Caring.

We scored the service as 3. The evidence showed a good standard. The service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Staff treated patients with compassion, kindness and respect. All patients we spoke with were complimentary about the service and described staff as caring, supportive and reassuring. Patients told us staff took time to explain procedures clearly, answer questions and help them feel at ease.

Staff were attentive to patients’ individual needs and took steps to reduce anxiety during procedures. For example, staff offered flexible appointment times, including weekends, used positioning adjustments where possible, and supported anxious patients by allowing additional time and reassurance. Patients with additional needs, including those with dementia or mental health conditions, were supported by designated champions. Interpreters were arranged where required to ensure clear communication.

The service maintained patients’ privacy and dignity. Patients were able to complete safety questionnaires in private rooms, and privacy measures such as blinds, curtained areas and a dedicated recovery space ensured examinations were carried out discreetly. Chaperones were available where required, and information about this was provided within the department.

Hospital-wide patient feedback demonstrated consistently positive experiences. In February 2026, 118 patients completed the Friends and Family Test, with 95% rating their experience as very good, 3% as good and 2% poor. At service level, Radiology was rated 100% for patient experience. Feedback from other sources, including external review platforms, also reflected positive patient experience.

The service used feedback to improve care. Patient survey results were reviewed weekly, and any negative feedback or suggestions were added to a patient experience action plan. Actions were reviewed through governance processes, and “You said… We did” information was displayed within the department to demonstrate improvements made.

The service also used benchmarking tools to monitor patient experience across sites and ensure performance was maintained.

We scored the service as 3. The evidence showed a good standard. The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Staff understood and respected patients’ personal, cultural, social and individual needs. Staff treated people as individuals and took time to understand their preferences and circumstances. Patients told us they felt valued, respected and supported by staff.

The service made reasonable adjustments to meet individual needs. Staff described supporting patients with anxiety or additional needs by adapting appointments, providing reassurance and making environmental adjustments where required.

Patients with communication needs were supported appropriately. Interpreters were arranged where required, and staff ensured patients had time and space to discuss their care and ask questions.

We scored the service as 3. The evidence showed a good standard. The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff supported people to make informed choices about their care and treatment. Patients told us they felt involved in decisions and that staff respected their preferences during appointments.

Staff ensured patients were provided with clear information before imaging and were given opportunities to ask questions and make decisions about their care. Adjustments were offered where possible, such as flexible appointments and positioning options, to support individual preferences and comfort.

People with communication needs were supported to participate in decisions, with interpreters arranged where required. Staff took steps to provide reassurance and support patients during procedures to help reduce anxiety.

Staff gave examples of how patients were supported to feel more comfortable during imaging. For example, a patient was allowed to have a relative remain with them during the procedure to provide reassurance and support, demonstrating how choice and control were maintained during care.

We scored the service as 3. The evidence showed a good standard. The service listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Staff responded promptly to patients’ immediate needs and ensured they felt supported throughout their visit. Patients told us staff were attentive and responsive, and that they felt able to ask for help at any time.

Staff recognised when patients required additional reassurance and provided emotional support to reduce anxiety during procedures. They were considerate of the stress associated with imaging and ensured care was delivered in a calm and supportive manner.

Patients with communication needs were supported appropriately, with staff ensuring concerns were addressed without delay. Staff were available to provide help, reassurance and guidance to patients and those accompanying them when required.

We scored the service as 3. The evidence showed a good standard. The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff had access to the support and resources required to deliver safe and compassionate care. Staff told us they felt valued and supported in their roles and were able to provide care in a way that met patients’ needs.

Staff described a positive working environment and told us they were able to raise concerns, provide feedback and suggest improvements. Communication systems, including daily safety huddles, supported staff to share information, raise issues and contribute to service delivery.

Leaders had taken steps to support the team and strengthen the working environment. Staff described improvements in team stability and support, with additional leadership capacity in place to assist with day-to-day management and oversight.

Staff had access to wellbeing support and additional roles such as mental health first aiders and dementia champions. These arrangements helped staff feel confident in supporting patients, including those with additional needs.