Claremont 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

People told us they were treated with kindness, empathy and compassion, we observed staff and saw they were treating patients with respect. We observed staff ensuring that people’s privacy and dignity was protected. The environment supported privacy and dignity. We sought feedback from patients that they were treated with kindness and respect.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff treated patients with compassion and kindness, respected their privacy and dignity, and took account of their individual needs.

We observed that patients, and their families, were treated with respect and promptly in the waiting area. There were good interactions between staff and patients in all areas. Patients reported to the main reception area and were directed to the reception desk prior to the appropriate waiting area. Consultants greeted patients and escorted them into consulting rooms.

Patients we spoke with were positive about the care and treatment received in the department from all staff including clinical and administrative staff.

The service treated patients with kindness and respect, staff introduced themselves and patients told us told us how kind staff were. The clinic rooms allowed for privacy and could not be entered without an access card. All patients were offered chaperones and there were notices in place that outlined the chaperone service. If a patient preferred someone close to them, this could be accommodated.

Chaperones had received training and were signed off as competent. Clinic rooms were clearly marked that they were busy so there was no intrusion on the patient's privacy.

We saw staff interacting with people with kindness and respect. Patients told us staff were kind and professional and this was reflected in patient survey results.

Staff told us how the hospital worked as a team, and they enjoyed working there.

The service treated people as individuals, the pre-operative nurse told us how they assessed patients’ needs and were able to make adjustments for people with complex needs.

There were posters in waiting areas that signposted help available if information was required in large text, sign language, easy read text or braille. Staff had access to communication aids, translation services and hearing loops were available.

We observed positive interactions between staff and patients. Staff spoke with people in a way they could understand and had a good understanding of their individual needs and preferences.

All eligible staff had completed equality, diversity and human rights training. Staff also completed dementia awareness and autism awareness training as part of their mandatory training.

In the patient experience group, we heard how they accommodated a person with autism by enabling them to choose which room they would be in during their stay, this help alleviate their anxiety and enabled a positive experience.

Patients were provided with information on what to expect before treatment and how to prepare for their treatment. We saw medical and nursing staff discussing patient’s treatment options with them.

The physiotherapy team worked with patients to support them to meet their goals quickly and reduce their length of stay in hospital after their procedure.

For our detailed findings on how the service used feedback to understand how well-informed patients felt and improve services see the independence, choice and control section in the surgery report.

The service listened to people’s needs; patients we spoke to told us they were happy with the service. They said there was good communication regarding their appointments and staff were friendly and approachable.

The preoperative assessment team made arrangements if anything was indicated at the preoperative screening.

The service cared about the wellbeing of staff; staff had access to a wellbeing platform. There was wellbeing initiatives for staff scheduled each month and the management team ensured that these were accessible to all staff.

Outpatient staff told us they were encouraged to attend training and share their ideas to improve the service. There was access to apprenticeships and staff had moved from clinical roles to administration roles and vice versa. Staff told us that it was a great place to work, and there were opportunities for further study they felt supported by line managers.

For our detailed findings on hospital wide staff wellbeing initiatives and engagement see the section in the surgery report.