Chandlers Ford Dialysis Unit

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

This means we looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect. At our last assessment we rated this key question as good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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.

Staff consistently treated patients with kindness, compassion and respect. Their behaviour was caring and responsive. They provided reassurance, support and clear information when patients needed it.

Staff maintained patients’ privacy and dignity during care. Curtains were not used between patient stations. However, staff explained many patients preferred the open layout. Patients attended regularly and were often seated near familiar people. This helped them build relationships and feel more at ease. Privacy screens were available on request. This allowed staff to maintain dignity and confidentiality when needed.

Patients gave positive feedback about their experiences. They told us staff were friendly, kind and approachable. Many patients said they had attended the service for several years and knew the team well. They also said they were often cared for by the same named nurse. This continuity helped them feel safe, reassured and well supported.

Feedback from patients and relatives was consistently positive. Comments included praise for staff professionalism, kindness and the supportive environment. One patient said they “could not fault anyone” and would miss the team. Another thanked staff for their care and support. A relative described the service as improving their family member’s quality of life. Patient survey results also reflected this, with 81% of respondents reporting they would recommend the service.

Staff told us they felt able to raise concerns about poor behaviour, including disrespectful or discriminatory practice. They said they would report any concerns about patient care or staff conduct to their manager. This supported a culture of respect and accountability.

Staff treated people as individuals and planned care around their specific needs and preferences. An admission document was completed for all patients. This included communication needs such as language, speech and hearing ability. This ensured staff could adapt how they communicated and deliver personalised care.

Staff also recorded detailed social histories. This included information about family relationships, work and lifestyle. This helped staff understand what mattered to patients and tailor care accordingly.

The environment supported individual needs. The building was fully accessible to patients with reduced mobility, including wheelchair users. Staff had access to moving and handling equipment. They were trained to use this safely to support patient independence and comfort.

Each dialysis station was designed to support patient comfort. Dialysis chairs were fully adjustable. Patients also had access to a television with headphones and Wi‑Fi. Patients told us they had no concerns about comfort or facilities. This supported a positive experience during treatment.

Staff recognised and supported patients with additional needs. This included patients living with mental health needs or dementia. Staff could refer patients to specialist mental health services through the local NHS trust. They also signposted patients to support from kidney care charities. All staff had completed dementia training, which was refreshed every 2 years. This supported staff to provide informed care to patients.

The service supported patients to maintain independence, choice and control over their care and treatment. Staff promoted flexible access to dialysis. For example, twilight sessions had been introduced. This increased capacity and allowed patients to attend in the evening. This supported those in employment to continue working and reduced the need to take time off.

Staff supported patients to make informed choices about their care. They provided clear information about treatment and associated risks. For example, patients were advised of the risks of ending a dialysis session early. Records showed that where patients chose to stop treatment early, they had been fully informed and had acknowledged the risks. This ensured patients could make decisions based on a clear understanding of the impact.

Staff encouraged patients to take an active role in their care. Patients independently recorded their weight before and after dialysis. This information was automatically uploaded to their electronic records. This supported patient involvement and ownership of their treatment.

Staff supported patients to maintain choice in other areas of their lives. This included providing advice about travelling while receiving dialysis. Staff helped patients plan holidays and identify suitable dialysis centres at their destination. This enabled patients to continue their usual activities where possible.

Patients also had access to digital tools to support independence. For example, they could use an app to view their own blood results. This helped patients stay informed about their health and engage with their care.

Staff were attentive to patients’ needs and took time to observe, communicate and engage with them on arrival for dialysis to assess any immediate concerns. Staff were able to recognise quickly when patients required urgent support and used tools and technology to respond.

The layout of the treatment area enabled staff to maintain clear visibility of all patients, supporting prompt identification of any signs of deterioration. Staff explained that dialysis access points, such as fistula sites, were always visible, allowing them to quickly identify any issues with line connections or treatment delivery.

Staff used the National Early Warning Score (NEWS2) at the start of and during dialysis sessions to monitor patients’ condition. This supported early identification of any changes requiring immediate action.

Call bells were available at each patient station, enabling patients to request assistance when needed. This system supported timely staff response and ensured patients could access help promptly, including in urgent situations.

Staff survey results were mixed. Overall staff engagement was 44%, indicating that fewer than half of staff reported positive levels of engagement. Survey findings suggested some staff were uncertain about remaining in their roles, with several reporting they had considered seeking employment elsewhere. Responses also indicated not all staff felt inspired by the organisation or would recommend it as a place to work. These findings highlighted some areas for improvement in staff experience, including motivation, retention and organisational culture. They also indicated a need for greater leadership visibility and ongoing engagement with staff to understand and address concerns.

Staff told us they felt respected, supported and valued in their roles. They spoke positively about their work and said they enjoyed caring for patients. During the inspection, we observed a culture of kindness and respect between colleagues. Interactions were friendly and supportive, with staff checking in on each other throughout the working day. This helped create a positive team environment.

Staff had access to support for their physical and emotional wellbeing. This included an occupational health service, which staff could access when needed. This ensured staff had support to maintain their health and wellbeing at work.

The service recognised and celebrated staff contributions. Staff and patients could nominate individuals for awards to recognise those who went above and beyond in their role. This helped to promote staff morale and acknowledge good practice.

Overall, staff described a supportive and respectful working environment at a local level. However, survey results showed engagement was variable across the wider organisation. This meant there were opportunities for leaders to strengthen staff experience and improve overall wellbeing.