Avesbury House

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

The average length of stay at the hospital was 861 days. The hospital held regular meetings to discuss referrals, transfers and discharges.

Staff said that they involved patients in care planning and risk assessment and actively sought their feedback on the quality of care provided.

The service could support and make some adjustments for disabled people and those with communication or other specific needs. Some of the bedrooms had ensuite toilet or bathroom facilities. The service provided a variety of food to meet the dietary and cultural needs of individual patients, for example halal and vegetarian options. Patients had access to spiritual and religious support and staff were clear about the need to be sensitive in respecting the needs of transgender patients.

Staff supported patients with activities outside the service, such as education, employment and family relationships. The wards offered weekly programmes of activities provided by occupational therapists and other staff. These included arts and crafts groups, exercise, and access to computers. Patients said they would like to have more activities available to them at weekends. Staff supported patients to stay in contact with family members, including visits to the service, and involvement in relevant meetings about their care.

Most patients and carers were aware of how to make a complaint about the service or how to find out about this. Information on how to complain was displayed in communal spaces and included in welcome packs. Staff received training in addressing complaints and concerns. Few complaints had been received over the last 12 months. Staff gave examples of learning from complaints including improving communication with patients and carers.

Staff said that they had received some training in working with autistic people and people who had a learning disability.

Staff sought feedback from patients on the ward through questionnaires and regular meetings and attended training in diversity and inclusion.

Discharge planning was clear for patients nearing transition. External professionals were involved where needed, helping maintain continuity of care.