Buckshaw Hospital

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

We found the endoscopy service planned and delivered care in a way that met patients' needs. Patients were able to access care in a timely manner, and the service offered flexibility to support individual circumstances. Staff considered patients' preferences and made reasonable adjustments for those with additional needs or protected characteristics.

At this inspection, we rated Responsive as Good. This reflected that the service was organised effectively and delivered care in a way that met the needs of its patients.

We have not awarded this service a score for Responsive.

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

We scored the service as 3. The evidence showed a good standard. The service made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

The endoscopy service was inclusive and responsive to patients' individual needs. Staff identified and supported patients with additional needs, including those living with dementia, learning disabilities, mental health conditions, or sensory impairments. Specialist advice and support were available when required, and mental health first aiders provided additional support for patients experiencing anxiety or distress.

The service identified communication needs in advance and arranged interpreting services where required to ensure patients could fully participate in decisions about their care.

Patients were offered refreshments, including water, hot drinks and light snacks, following their procedure when clinically appropriate. Staff considered patients' cultural, religious and dietary requirements as part of their care.

Patients were informed that the endoscopy service operated as a day-case unit, including what to expect following their procedure and arrangements for further care if required. Information about treatment costs and payment arrangements was provided to private and self-pay patients before treatment.

For additional findings please refer to the surgery report.

We scored the service as 3. The evidence showed a good standard. The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

For our main findings please refer to the surgery report.

We scored the service as 3. The evidence showed a good standard. The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The endoscopy service provided patients with clear and accessible information to support their understanding of procedures, preparation requirements, aftercare and recovery. Information was available before appointments, during consultations and through the provider's website, and was regularly reviewed to ensure it remained up to date.

Staff adopted a patient-centred approach and adapted communication to meet individual needs. This included providing additional explanations, allowing extra time for discussions and involving relatives or carers where appropriate to support understanding and decision-making.

The service could provide information in alternative formats and languages when required. Interpreting services and accessible information were available to ensure patients could understand their care and treatment.

Patients were given clear information about who to contact if they had any questions or concerns before or after their endoscopy procedure, supporting continuity of care and timely access to advice.

For additional findings please refer to the surgery report.

We scored the service as 3. The evidence showed a good standard. The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result.

For our main findings please refer to the surgery report.

We scored the service as 2. The evidence showed some shortfalls. The service did not always make sure that people could access the care, support and treatment they needed when they needed it.

Buckshaw Hospital did not provide sufficient data for Referral-to-Treatment (RTT). However, the service identified opportunities to improve efficiency, patient flow and access.

The endoscopy service monitored activity and patient flow to support timely access to care and identify opportunities for improvement. Leaders reviewed service performance, capacity and utilisation to ensure patients could access endoscopy procedures efficiently.

The service had processes in place to manage referrals, appointments, cancellations and non-attendance. Patients were offered appointments in a timely manner, and staff worked flexibly to maximise available capacity and minimise delays to treatment.

Leaders recognised opportunities to further improve efficiency and patient flow within the endoscopy service. Improvement plans included optimising session utilisation, reducing downtime between procedures, improving scheduling processes and making better use of available capacity. These actions were intended to enhance patient access, improve productivity and support a more responsive service.

For additional findings please refer to the surgery report.

We scored the service as 3. The evidence showed a good standard. Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

The endoscopy service was inclusive and took account of patients' individual needs and preferences. Staff made reasonable adjustments to support access to care and ensure patients received personalised care throughout their endoscopy pathway.

Additional needs were identified during pre-assessment and recorded on the electronic patient record system to ensure staff were aware of and could respond to individual requirements. This included patients with learning disabilities, sensory impairments, mental health needs, or other protected characteristics.

The service monitored patient feedback and outcomes to understand patient experience and support service improvement. Staff considered patients' cultural, religious and dietary requirements and ensured appropriate support was arranged before attendance where necessary.

Interpreting services were available for patients whose first language was not English, and staff could access alternative communication methods to support effective understanding and involvement in care decisions.

Discharge planning was tailored to individual needs. Staff involved carers and other services where appropriate to support a safe discharge and ensure patients understood their aftercare and follow-up arrangements.

For additional findings please refer to the surgery report.

We scored the service as 3. The evidence showed a good standard. People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future.

Patients told us they were supported to make informed choices about their care and treatment. Staff explained endoscopy procedures, preparation requirements and aftercare arrangements, and involved patients in decisions throughout their care.

The service provided patients with verbal and written information to support their ongoing care, including procedure outcomes, recovery advice and information for their GP where appropriate. Follow-up appointments were arranged when required and patients received clear discharge information before leaving the service.

Unlike the hospital's surgical services, the endoscopy service did not routinely undertake a 48-hour post-discharge follow-up call. However, patients were provided with details of a dedicated advice and triage line and were encouraged to contact the service if they had any questions, concerns or complications following their procedure. This ensured patients had timely access to clinical advice and support after discharge.

Staff also provided health promotion advice where appropriate, including information about lifestyle changes, symptom management and ongoing care to support patients' long-term health and wellbeing.

For additional findings please refer to the surgery report.