St Andrew's Healthcare - Birmingham

People told us their views were not always listened to or respected by managers.

People told us that permanent staff treated them with kindness and compassion but when bank or agency staff did not know them well, they did not engage with them. People said some staff did not respect their individual preferences. This made them feel that staff did not care about them.

People said there were not enough activities due to staffing which meant they were bored.

People gave mixed feedback about how staff responded to their immediate needs, one person said staff did not always respond whilst others said staff always responded immediately.

Staff did not feel their wellbeing was valued by the provider and this affected their morale.

However, people’s relatives told us staff treated them with compassion and kindness. People were supported to keep in contact with their relatives and friends. People chaired the ward community meetings.

We observed staff responding to people’s immediate needs and staff used de-escalation to diffuse situations of conflict and support people.