The Priory Hospital Hemel Hempstead

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

The service made sure people were at the centre of their care and treatment. They listened to the patient and their views and wishes were included in care planning. They kept families and carers informed of patients’ progress. They made it easy for people to share feedback and tailored the care to meet the needs of the individual.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service made sure people were at the centre of their care and treatment choices and decided, in partnership with them, how to respond to any relevant changes in their needs.

For example, staff used communication cards with 1 patient who was non-verbal. Another patient had an interpreter, who came in weekly and supported the patient at ward rounds and prayer sessions. One carer told us how their family member had expressed an individual preference for how they wished their personal care to be conducted and staff had accommodated this request.

We reviewed 6 care records and saw evidence of the use of patients own words in care planning. Care plans had been written in a way that patients could understand.

Staff listened to patients when they expressed their views and responded appropriately.

The service understood the diverse health and care needs of people. Care was flexible and supported choice and continuity.

Staff ensured that patients who were able, could access activities in the community. For example, cinema, day trips, visits to museums and sporting events.

Staff supported patients to maintain contact with their families and carers. Carers told us they were in regular contact with their loved ones and could visit regularly.

The service encouraged cultural differences through food festivals, observing differing religious cultural practices, and diversity focus groups. They celebrated PRIDE month. Men’s day, Women’s day and Black History month.

Staff said they had good working relationships with care co-ordinators.

The service provided appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The information provided was in a form accessible to the particular patient group. Staff made information leaflets available in languages spoken by patients.

Information was provided in pictorial and easy read formats.

Staff ensured that patients could obtain information on treatments, local services, patients’ rights, and how to complain.

Staff made notifications to external bodies as needed, we saw the service recorded their safeguarding referrals and outcomes.

Information governance systems included confidentiality of patient records.

Staff ensured carers and families and were regularly updated about the patient’s progress.

The service had a quarterly newsletter to keep carers and families informed.

The service made it easy for people to share feedback and ideas or raise complaints about their care, treatment and support. They involved them in decisions about their care and told them what’s changed as a result.

Patients and carers knew how to complain or raise concerns, if they needed to. Staff we spoke with knew how to handle complaints appropriately. However, the service had received no complaints in the 6 months prior to our assessment.

Staff enabled patients to give feedback on the service they received. We reviewed examples of patient community meeting minutes and saw staff asked for feedback on the service at every meeting. We saw from minutes, that patient feedback from community meetings were shared and discussed at clinical governance meetings.

The service had also undertaken a patient survey. We saw the results of the most recent survey and that actions had been identified because of feedback.

The service made sure that everyone could access the care, support and treatment they needed when they needed it.

Staff ensured the needs of patients with mobility issues were met, for example, wheelchair users were placed in bedrooms at ground level.

Staff made reasonable adjustments for patients, for example, people with mobility issues were provided with wheelchairs and hoists.

There was adequate medical cover day and night. A doctor could attend the ward quickly in an emergency and the hospital was within a reasonable travelling distance to the local acute hospital.

In the 6 months prior to our assessment, there was 1 delayed discharge which was not due to clinical reasons.

The service actively sought out and listened to information about people who were most likely to experience inequality in experience or outcomes. They tailored the care, support and treatment in response to this.

Staff promoted a culture in which the people using the service felt empowered to give their views.

The provider had undertaken equality impact assessments of their policies and procedures to ensure they did not place vulnerable people or people with protected characteristics at a disadvantage.

Staff were trained in equality, diversity, inclusion and human rights. At the time of assessment this was at 98%.

The service supported people to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

Staff supported patients to make decisions about their care and treatment and their future, for example, advanced decisions. Care for people who were nearing the end of their life was managed and communicated in a sensitive and dignified way.

Staff created personalised care plans to account for the patient’s needs, wishes and feelings. Staff supported patients with advanced decision making. Physical healthcare nurses had end of life care training. However, this was not mandatory training which meant that not all staff that supported people on end of life care were trained.

Staff ensured all relevant healthcare professionals and other relevant bodies were involved in planning the care and treatment of people with complex needs. Staff supported patients to move into the community when they were ready to do so.