- Independent mental health service
The Priory Hospital Hayes Grove
Assessment report published 17 August 2026
Contents
Ratings - Acute wards for adults of working age and psychiatric intensive care units
Our view of the service
This was an unannounced comprehensive inspection of the mental health inpatient service at The Priory Hospital Hayes Grove. During the inspection, we spoke with senior leaders, ward managers, nurses, healthcare assistants and members of the multidisciplinary team. We observed care and interactions on the ward, reviewed patient care records and medicines charts, and examined governance documentation, policies, audit data and meeting minutes relevant to the running of the service.
At the last inspection, the service was rated Good. At this inspection, the overall rating remained Good, with ratings for Safe, Effective, Caring, Responsive and Well‑led all unchanged.
We found that patients received safe, effective and person‑centred care delivered by a skilled and experienced multidisciplinary team.
Risks were appropriately assessed and managed, staffing levels were responsive to patient acuity, and medicines were managed safely. Patients were treated with kindness, compassion and respect, and were involved in decisions about their care.
Leaders had the skills, knowledge and experience to manage the service effectively.
Governance arrangements provided oversight of quality, safety and performance, supported by a structured audit programme and clear risk management processes. Staff described a positive team culture, felt supported by local leadership, and were confident in raising concerns.
Overall, the service demonstrated consistent delivery of good‑quality mental health care, with systems in place to identify learning, address improvement opportunities and sustain safe practice.
We spoke with 15 members of staff, 6 patients and 3 carers. We also reviewed the care and treatment records of 4 patients.
People's experience of this service
We spoke with 6 patients and 3 carers during the inspection.
Feedback from patients was positive. They described staff as kind, respectful and supportive. Patients said they felt involved in decisions about their care.
They reported regular contact with their doctor, multidisciplinary team and access to meaningful therapeutic activities such as arts and crafts.
Patients identified therapy provision as a particular strength of the service. Most patients told us they felt safe on the ward.
Carers and family members spoke positively about the service. They described staff as approachable and supportive.
We observed positive interactions between staff and patients. Leaders promoted a compassionate and supportive team culture, which was reflected in day-to-day care.
Patients and family members raised concerns about the quality and suitability of food, including unmet dietary needs.
Patients told us that issues raised were not always acted upon. Some patients felt that their views were not always acted upon, particularly where concerns were raised in community meetings without clear follow-up.
Mental Health Act
The service delivered care within a clear legal framework with appropriate application of the Mental Capacity Act and robust consent processes supporting safe and effective care for informal clients.
Staff completed capacity assessments on admission and demonstrated an understanding of the Mental Capacity Act 2005, and its five statutory principles.
Clients were provided with clear explanations about their care and treatment and given sufficient time to consider information before consenting.
Staff applied the principles of the Mental Capacity Act 2005 in practice. Most staff followed service policy in assessing and recording capacity, and documentation reflecting that clients were supported to make informed decisions about their care and treatment. The service delivered care within an appropriate legal framework for informal clients.
Training in both the Mental Capacity Act and Mental Health Act was mandatory. Compliance with Mental Capacity Act training was 87.5% at the time of inspection, while Mental Health Act training compliance was 62.5%. The service also informed us that training had been planned to support ongoing improvements and development of staff practice. Improvements were required to ensure full compliance with mandatory training, particularly in relation to the Mental Health Act to ensure consistent and up to date capacity documentation.