The Sussex Beacon

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 people were always treated with kindness, empathy and compassion. We checked that people’s privacy and dignity was respected, that 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 people’s wishes into account and respect their choices, to achieve the best possible outcomes for them.

At our last assessment we rated this key question outstanding. People continued to be supported and treated with dignity and respect, and were involved as partners in their care. However, the evidence we reviewed did not demonstrate that the service provided outstanding care. While practice was consistent and person‑centred, we did not find exceptional quality.

We assessed all quality statements in this key question.

The service always treated people with kindness, empathy and compassion and respected their privacy and dignity.

Staff took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

This service scored 80 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

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.

Throughout the assessment, we observed staff and volunteers consistently providing excellent care and support to both patients and their families. Staff we spoke with cared deeply about their patients and were committed to providing the best care possible.

All patients had access to both private and communal areas, with an emphasis on allowing them to choose whether to spend time with others or alone. At meal times staff asked patients whether they would like to eat privately in their rooms or in the communal restaurant.

As part of the inpatient unit patient satisfaction questionnaire, patients were asked whether they felt they were treated with dignity and respect during their stay. Of the 41 responses, 99% answered yes, with one respondent selecting ‘prefer not to say’.

People were assured that their information was treated confidentially and understood that staff respected their privacy. Staff kept conversations with patients private and ensured that sensitive information was never shared with those not authorised to hear it.

As part of the inpatient unit patient satisfaction questionnaire, patients were asked whether they felt their personal information would be treated in a confidential manner. Of the 41 responses, 97% answered yes.

Patients shared comments such as: “It’s been an absolute lifeline”, “I don’t know what I would do without them”, “I have made friends here who I can meet every week”, “All the staff are absolutely amazing”, “We have found lectures and information sessions invaluable.

The evidence showed an outstanding standard. The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. Staff took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

The service took account of patient’s individual needs. Staff encouraged people to be involved in their care and treatment planning. Staff tailored the assessments and reviews to their communication needs and personal preferences.

We heard specific examples where patients with complex needs and requirements had ongoing community support combined with planned admissions to ensure their needs were supported and met.

Staff treated people as individuals, considering any relevant protected equality characteristics. They respected each patient’s unique needs and showed understanding and a non-judgmental attitude when caring for or discussing patients with complex needs.

Staff understood the emotional and social impact that a person’s care, treatment or condition had on their wellbeing and on those close to them. Staff understood that for some a HIV diagnosis carried stigma, and the service actively provided education, support and peer mentoring to help those who felt isolated.

Patient’s comments included: “The staff here understand our needs so incredibly well.” and “Everybody can be themselves.”

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.

The service offered patients and families support and advice to help manage their care while promoting independence. Staff worked closely within the service and with partners in the wider community to provide a wide range of practical and emotional support.

Patients, and where appropriate their relatives, were supported to be actively involved in decisions about their care. The service promoted independence and encouraged people to have choice and control over their care and treatment. Patients had access to both communal and quiet, private spaces and could choose whether to participate in communal activities, based on their own needs and preferences.

The service provided patients with access to physiotherapy and occupational therapy team from the neighbouring NHS community trust who visited the service as needed. These teams supported patients to maintain their independence and helped manage symptoms of pain.

The service welcomed visits from friends and families, except when patients were completing detoxification. This approach ensured patients could prioritise their treatment without distraction.

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.

The service understood the importance of early intervention for patients who may be reaching crisis point. It had introduced self-referral to enable patients to seek support when they needed it, removing the barrier of having to approach GPs or other healthcare professionals first.

The service operated multiple community services including but not limited to a day service, community hubs and women and families groups. Whilst these services did not sit within the regulated activity, the pathways that linked patients from the regulated activity within the inpatient unit to the community services demonstrated seamless and integrated pathways with the patient's whole journey and needs in mind.

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 told us they had good clinical support including a senior nurse or doctor on call 24 hours a day, and access to individual or group debriefs after difficult or distressing incidents. However, appraisals had not been completed and regular supervision had only recently re-started before our assessment. Staff reported uncertainty about the future of the service, noting 2 occasions when staff had not been paid on time.

Leaders acknowledged the turbulent period for staff and told us they worked hard to ensure that line management meetings and one to one’s were routinely available. They explained that staff could be signposted to external wellbeing resources, such as occupational health and mental health support services, and were encouraged to maintain a healthy work–life balance through flexible working practices where possible.