Chandlers Ford Dialysis Unit

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

This means we looked for evidence that the service met people’s needs. At our last assessment we rated this key question as good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

We have not awarded this service a score for Responsive.

Find out about when we will not publish a key question score and what we look at when we assess Responsive.

The service provided person-centred care that reflected patients’ individual needs, preferences and circumstances. Patients demonstrated a good understanding of their condition, care and treatment. Staff supported this by providing education on renal failure and available dialysis options. Patients also had access to additional support from the NHS trust and a dialysis charity. This helped them make informed decisions about the type of dialysis that best suited their clinical and social needs.

The service operated a named nurse approach. Each patient was allocated a named nurse from the start of their treatment. Named nurses coordinated care and developed a detailed understanding of each patient. This supported continuity of care and helped build trusting, therapeutic relationships. Named nurses were responsible for assessing needs, planning care and reviewing progress. This ensured care was collaborative and reflected what mattered to the individual.

Care plans followed a clear and structured process. They were based on initial assessment and set out agreed goals and interventions. Plans included current and future needs, as well as health promotion and risk factors. Each care plan had a defined review frequency. This ensured care remained relevant and responsive to changes in the patient’s condition.

Managers supported staff to deliver person-centred care. They ensured named nurses had the time and support to plan, deliver and evaluate care effectively. Oversight from senior staff ensured the process was applied consistently in practice.

The service considered patients’ individual needs, including mobility requirements and specialist equipment such as bariatric chairs or hoists, to ensure the environment and resources were adequate for the patients attending.

The service was commissioned to provide haemodialysis treatment for NHS patients across the local area. Patients typically attended the centre 3 times a week, enabling staff to develop a detailed understanding of their individual needs, treatment requirements and personal preferences. Patients consistently told us staff knew them well and responded to changes in their condition or care needs.

The centre operated 6 days a week, providing dialysis treatment through staggered morning and afternoon sessions. Patients attended on either a Monday, Wednesday and Friday schedule or a Tuesday, Thursday and Saturday schedule. This structured approach supported continuity of care, allowing patients to be treated by familiar staff and alongside patients they regularly attended with. The service was normally closed on Sundays but could provide additional sessions when required to accommodate bank holiday arrangements, ensuring continuity of treatment.

Staff maintained positive and collaborative working relationships with NHS clinicians, including renal consultants and dietitians. Effective multidisciplinary working, coupled with clear escalation and communication processes, supported continuity of care between the centre and NHS services and helped ensure patients received coordinated and seamless treatment.

To further support integrated care, the centre hosted outpatient appointments with NHS renal consultants. This reduced the need for patients to travel to alternative hospital locations and improved access to specialist review and clinical advice. As a result, patients were able to receive elements of their dialysis treatment and wider renal care within a single setting, promoting a more joined-up and patient-centred experience.

Patients could access accurate and up-to-date information that was tailored to their communication needs and supported their understanding of treatment and services. A range of written information was available in the waiting area, including leaflets on renal conditions, dialysis and local support services. This included guidance on accessing dialysis while on holiday, helping patients to plan their care around their lifestyle. We also saw information displayed on how to care for a fistula.

The provider’s website offered additional information about renal failure and its treatment, including dialysis. This helped patients and their families understand what to expect when starting treatment and how it might impact their daily lives.

Staff supported patients to understand their care and treatment options. Multidisciplinary reviews involved centre staff, NHS consultants and patients, enabling open discussions about treatment effectiveness and any changes required. This approach ensured patients were kept informed and able to participate in decisions about their care.

Patients we spoke with demonstrated a good understanding of their condition and treatment. Many described themselves as confident in managing their health needs, reflecting the ongoing support and information provided by staff.

Information was available in a range of languages to meet the needs of the local population. Key documents, such as patient guides and fistula care booklets, could be translated on request. Interpreting services, including British Sign Language, were available for patients, families and carers when needed. This supported effective communication and inclusion.

The service had systems to ensure patients, relatives and carers could raise concerns and be involved in improving the service. Information about how to complain was clearly displayed in patient areas. Posters in waiting areas explained how to raise a concern. This supported patients to understand their options and feel confident speaking up.

Staff had access to a complaints policy. This provided clear guidance on how to manage complaints, including expected timescales for responses. This ensured concerns were handled consistently and in a timely way.

Patients also had opportunities to be involved in shaping the service. They could join a Patient Advisory Board. This enabled them to share their experiences and contribute to service improvements. This demonstrated a proactive approach to involving people in decision-making.

All patients we spoke with said they were happy with their care. They also confirmed they knew how to raise concerns if needed. The complaints process was clearly explained and included defined stages. This supported transparency and patient confidence.

Some patients raised concerns about delays with patient transport, which was provided by an external organisation. This included late arrivals for dialysis and long waits after treatment to return home. In some cases, delays meant patients received shorter dialysis sessions. Staff and managers were aware of these issues. They recorded incidents and escalated concerns as required. The manager told us they worked regularly with the transport provider to address these problems. However, they explained the service had limited control over the day-to-day operation of the external provider.

The service continued to escalate concerns internally and through meetings with the transport provider. This showed a commitment to listening to patient feedback and seeking improvements, even where issues were outside of the service’s direct control.

The service was commissioned to provide renal dialysis for patients in the local population who required this treatment. Staff worked collaboratively with the NHS renal service to accommodate patients from the surrounding area, supporting timely access to dialysis.

Staff had completed training on supporting people living with dementia. Although no patients with dementia were receiving care at the time of inspection, staff demonstrated a good understanding of how to provide personalised and responsive support to individuals living with dementia.

Similarly, staff had undertaken training on supporting people with a learning disability or autism. Additional specialist advice and guidance were available through the local NHS Learning Disability team, ensuring staff could access further support where needed.

Staff told us they regularly accepted patients who were visiting the area on holiday, provided they had been accepted by the trust and could safely continue their dialysis treatment at Chandler's Ford. This supported people to maintain their independence while ensuring equitable access to treatment away from home, enabling them to receive the care they needed safely and without interruption.

All staff had completed training in equality, diversity, inclusion and human rights. Staff demonstrated a clear understanding of meeting diverse needs. They described how they made reasonable adjustments to promote equitable patient experiences. Adjustments included flexible treatment times to accommodate work, extended appointments, pre-treatment visits to reduce anxiety, accessible facilities for people with mobility needs, consideration of cultural, religious and gender preferences, and enabling carers or support workers to be involved in appointments where appropriate. These approaches helped to promote equitable access, positive experiences and person-centred care.

The service supported patients to plan for their future care and treatment. Patients told us the information they received was clear, accurate and easy to understand. This helped them make informed choices about their care and consider future needs.

Care and treatment plans were personalised. They reflected patients’ individual needs, preferences and lifestyles. This included consideration of hobbies, work and social circumstances. This ensured care remained relevant to the person and supported longer-term planning.

Staff worked closely with a multidisciplinary team. This included input from NHS professionals such as dietitians and renal specialists. This ensured patients received consistent information and advice in line with national guidance. It also supported coordinated care and planning across services.

Patients were supported to understand the progression of their condition. They were informed about the benefits and risks of continuing or stopping dialysis. This enabled them to make informed decisions about their future care.