Nuffield Health Brentwood 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

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 told us they took time to interact with children, young people and their families in a respectful and considerate way. We observed a pre-assessment with a young person and parent. They told us that staff were kind, friendly and showed compassion. The CYP staff took time to go through pre-assessment questions and to make everyone feel at ease.

Staff all wore identification badges and used “my name is “when introducing themselves to patients in an age-appropriate manner. We also saw respectful and professional conversations between nursing and medical staff.

We reviewed three months’ worth of feedback provided by people who used the service, and it was almost entirely positive, with most highlighting the professionalism of the children’s nurses for their caring values.

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.

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 told us they took time to interact with children, young people and their families in a respectful and considerate way. We observed a pre-assessment with a young person and parent. They told us that staff were kind, friendly and showed compassion. The CYP staff took time to go through pre-assessment questions and to make everyone feel at ease.

Staff all wore identification badges and used “my name is “when introducing themselves to patients in an age-appropriate manner. We also saw respectful and professional conversations between nursing and medical staff.

We reviewed three months’ worth of feedback provided by people who used the service, and it was almost entirely positive, with most highlighting the professionalism of the children’s nurses for their caring values.

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

Staff ensured patients could obtain information on treatments and how to complain these were available in different languages. Patients were provided with detailed discharge information. Staff had access to visual aids to work with those with additional needs. Videos and written information were also available on their website.

Staff told us they had access to interpreters and signers to help them communicate with patients and we saw details on how to access these.

Patients had a choice of food to meet the dietary requirements of religious and ethnic groups and to account for allergies and intolerances.

Staff had completed equality and diversity training to meet the needs of patients.

Parents were encouraged to be present, where suitable, in the anaesthetic room recovery area and were supported by a nurse throughout this time.

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 had embedded written prompts to enable parents and children and young people to document how they wanted their care to be delivered.

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.

Children and young people on the surgical pathway were always accompanied with a CYP nurse.

The children and young people’s lead nurse told us that any complex needs would be highlighted during the pre-assessment stage and if additional advice were needed this would be obtained with the assistance of the named consultant.

The discharge leaflet contained information care following surgery, pain relief and how to contact the hospital if required. The leaflet had space for hospital staff to write down when the child had last received their medication or pain relief.

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

Staff appraisals included conversations about career development and how it could be supported.

There was a culture of kindness and respect between colleagues. All conversations we observed were positive and warm, with staff checking on each other.

Staff could also access support for their own physical and emotional health needs through an occupational health service.