St Andrew's Healthcare - Birmingham

People and their relatives told us they were not involved in their care plans.

Processes were in place to plan for people’s discharge from the hospital and there was an allocated team who liaised with the person and community services. However, people and their relatives told us there was a lack of communication about the discharge process and they did not feel involved.

People gave mixed feedback about how their concerns were listened to and most people said they felt they wasted their time in raising concerns particularly in community meetings.

However, care plans included how staff were to support the person to meet their needs including, and where relevant, how to support people with a protected characteristic to meet their needs and preferences. We saw on Lifford ward that equipment and adaptations were provided to meet people’s needs as they aged and were less mobile.

Information was provided in accessible formats and people had access to interpreters where needed. People had access to advocacy services to support them to understand their rights under the Mental Health Act.

People and their relatives knew how to make a complaint about the service and staff knew how to support people when needed to do this.