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 found in the surgical service that patients were treated with kindness, empathy and compassion. We assessed whether staff respected patients’ privacy and dignity, and whether care was personalised to meet individual needs and preferences. We also considered whether patients felt their views and experiences were valued, and whether their choices were respected to achieve the best possible outcomes.

We found that staff worked with patients to understand and manage risks. Care and treatment were delivered in a way that was safe, supportive and enabled patients to do the things that mattered to them.

Staff responded positively when patients communicated their needs, emotions or distress. They did this in a way that protected patients’ rights and dignity, while supporting learning and understanding of the causes of distress.

Patients told us they were treated with kindness and respect. Staff took account of patients’ wishes and involved them in decisions about their care and treatment.

At our previous inspection, we rated this key question as 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 and kindness, respected their privacy and dignity, and took account of their individual needs.

We observed staff interacting with patients in a respectful, considerate and supportive manner throughout the patient pathway.

From arrival in the waiting area, patients did not wait long before staff took them to the ward. Staff introduced themselves clearly and explained their roles. Staff escorted patients to private rooms, where they explained the surgery and next steps, and took time to listen and respond to questions. Staff held conversations in private to maintain patients’ confidentiality and dignity.

Consultants and anaesthetists reviewed patients prior to their operation. They explained surgery clearly, discussed risks, addressed any anxieties and outlined the next steps in care. During the peri-operative phase, including in the anaesthetic room, staff maintained a calm and reassuring environment. Patients were supported in a professional manner, and any concerns were addressed before surgery. Where patients had additional needs, staff made reasonable adjustments, including allowing those close to them to be present where appropriate. Staff used tools such as learning disability care plans to support personalised care.

In theatre, patients were treated with dignity and respect at all times. Staff ensured patients were appropriately covered during surgery and transfers, whether patients were sedated or anaesthetised. Patients were encouraged to return to wearing their own clothes when appropriate. Staff treated each other with respect, contributing to a positive and caring environment.

Following surgery, patients told us they were happy with the care they received. They said staff listened to their concerns, explained processes clearly and treated them with kindness and compassion throughout. Staff described examples where they worked with other professionals to support patients with additional needs. The service had trained mental health first aiders available to provide additional emotional support where required.

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 provided emotional support to patients, taking account of their personal, cultural, social and religious needs.

Staff were able to describe how they supported patients with a range of personal, cultural, social and religious needs, and how these were considered when planning and delivering care.

At the time of inspection, the service recognised the needs of patients observing Ramadan. The hospital had organised an event to support staff and members of the local community during Iftar. This demonstrated awareness of cultural needs and engagement with the local community.

Staff adjusted patient care to meet individual patient needs. This included offering flexible appointment times, allowing patients to be supported by those close to them, and providing food that met religious and cultural requirements.

Feedback from patient surveys showed that patients felt their individual needs were recognised and met. We reviewed care records and found that care plans were in place where required. Alerts were recorded on the electronic system when patients had specific needs. These were identified at pre-operative assessment and reviewed throughout the patient pathway to ensure continuity of care.

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 patients to maintain their independence and actively involved them in their care and treatment.

As Buckshaw Hospital operated as a day-case service, staff encouraged patients to remain independent with their personal care and medicines where appropriate. Staff told us they supported patients based on their individual needs, including mobility and cognitive ability.

We observed staff taking time to support patients following their operation, particularly those recovering from sedation. Staff carried out risk assessments to ensure patients were safe to mobilise before encouraging them to get dressed in their own clothes. Patients were offered refreshments, including water and light food, once clinically appropriate.

Facilities were accessible and supported patients to maintain independence. Toilets and other amenities were easy to access.

Although there was no dedicated physiotherapy service post-operatively, staff told us physiotherapy from outpatients would support where required to assist with discharge planning. Where patients were not safe to return home, arrangements were made to transfer them to another hospital within the organisation for further care.

Transport arrangements were available to support patients returning home, including support from family members or hospital-arranged transport where needed.

The service had a policy in place to support patients to self-administer their medicines. This included an assessment process and secure storage facilities to ensure medicines were managed safely.

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 treated patients with dignity and respect and created an environment that supported comfort and independence.

All rooms within the ward area provided a private and appropriate environment for patient care. Rooms had windows and sliding doors, which supported privacy and observation. Each room was equipped with a call bell within reach of patients. We observed that call bells were responded to promptly and that staff were visible within the ward area.

Patients had access to tables to store personal items, and secure cupboards were available for valuables. Patients appeared, and told us they were comfortable, well cared for and appropriately supported.

Food and drink were provided following surgery, once patients were clinically able. Nil-by-mouth signage was clearly displayed in patient areas where required to ensure safe care.

Patients were able to have those close to them present during their care. Carers were encouraged to support patients where appropriate, and staff provided additional assistance when needed.

Staff were able to describe how they would recognise and respond to signs of patient discomfort or distress. They told us they would provide timely support and reassurance to ensure patients remained comfortable and their dignity was maintained.

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 felt supported, valued and respected. There was a positive culture focused on staff wellbeing, equality and continuous improvement.

Staff told us their wellbeing was a priority for managers. Staff working on the ward and in theatre said they felt supported by the senior leadership team. They told us that when they raised concerns, these were acted upon and feedback was provided.

Staff had access to a mobile application which provided support across a range of areas, including mental health and wellbeing, raising concerns, training and educational resources. Staff told us they were supported to maintain their wellbeing at work. They were able to take regular breaks during shifts and had access to appropriate staff facilities, including a staff room, kitchen area and storage for personal food. Staff were also provided with drinks and healthy food options.

Staff said they had sufficient time to complete mandatory training and could easily access training through the application. Leaders had improved systems for monitoring training compliance, including reminders and follow-up where training had lapsed. Staff described opportunities for development, including undertaking additional qualifications and becoming trainers within their teams. The training team supported staff with protected characteristics by providing flexible arrangements where required.