The Priory Hospital Hayes Grove

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

This means we looked for evidence that the hospital involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question good. At this inspection, the rating has remained the same.

We have not awarded this service a score for Caring.

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

Staff demonstrated a strong knowledge of each individual’s needs, preferences, and personal history.

Staff attitudes and behaviours when interacting with patients showed that they were discreet, respectful and responsive, providing patients with help and emotional support.

Most patients were positive when talking about the staff and the care they had received from staff and the service. Patients told us they felt listened to and that staff were patient and supportive. Carers told us that they had supported their loved ones in treatment before, but they had not felt as positive about the future until they came to Hayes Grove. Carers told us they felt involved in discussions, felt supported and they felt listened to.

Staff directed patients to other services when appropriate and, if required, supported them to access those services.

Staff appeared to have developed good relationships with patients and understood the individual needs of patients, including their personal, cultural, social and religious needs.

Staff said they could raise concerns about disrespectful, discriminatory or abusive behaviour or attitudes towards patients without fear of the consequences.

Staff maintained the confidentiality of information about patients.

The service demonstrated a commitment to meeting the diverse needs of all patients, particularly those with protected characteristics under the Equality Act 2010. Staff provided dedicated support for communication, advocacy, and cultural and spiritual needs.

We reviewed individualised progression plans for patients. These were weekly timetables, which were personalised with staff and patient involvement to meet patients’ specific interests and therapeutic needs.

The service made adjustments for disabled patients. For example, by ensuring disabled people’s access to premises and by meeting patients’ specific communication needs.

The hospital ensured that patients could obtain information about a range of things, including the ward, treatments, local services and their rights. The hospital considered the accessibility of the information provided and adapted this if needed.

Staff ensured that patients had access to appropriate spiritual support.

Patients and carers said staff provided extensive and clear information about the service and their treatment plans. Family members told us there was a range of support available, and staff were always on hand to answer any queries they may have.

We observed information to show how people with protected characteristics under the Equality Act 2010, would be welcomed and supported at the hospital.

Staff made sure patients could access information on their rights and how to complain. Information about the Mental Health Act and making complaints was displayed on a notice board on the ward

Most patients we spoke with felt that staff knew them well enough to give them individualised support. Patients felt confident approaching staff with issues or concerns, knowing they would be listened to and supported.

Patients shared that they felt the food provided did not meet their needs and reported there was issues with requested meals and food options at times, patients shared that food would be provided that was not on their specific meal plan or food would not look appetising or would be cold.

Staff were aware of the specific risks related to the patient group. For example, significant changes in weight, re-feeding syndrome and the need for physical health monitoring. Staff had received extensive training in working with the patient group. Staff are required to complete 4-day face to face eating disorder course 77.6% of staff have completed this training

Staff were aware of and dealt with any specific risk issues, relating to patients. Staff knew and understood high risk dates and events and could confidently support patients through challenges.

Staff used de-escalation techniques to reduce the need for physical interventions when patients’ behaviour became heightened. Staff engaged patients and used their understanding of the individual and established relationships to manage behaviours before considering any physical intervention.

There had been 23 situations in the last 6 months where staff had used holds to restrain a patient, 18 of these physical restraints were linked to one patient and the need for them to be nasogastric fed. There were 3 instances of rapid tranquilisation being used on 2 patients within the last 6 months.

Staff we spoke with told us they felt respected, supported and valued. Staff said they felt positive and proud to work for the provider and their team. Most staff had worked with the provider for several years. Although many staff we spoke with shared that morale was currently low within the team due to staff redundancies, they spoke highly of the service being delivered at the hospital.

The service’s staff sickness, absence and turnover rates were low.

Staff had access to support for their own physical and emotional health needs through ongoing support from the provider.