Priory Horizon House

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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 service involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated caring as outstanding. At this assessment the rating has changed to good. Staff treated patients with compassion and kindness. They respected patients’ privacy and dignity. They understood the individual needs of patients and supported patients to understand and manage their care, treatment or condition.

Some patients told us they felt left out of activities and there had been occasions when staff were noisy at night, which made it difficult for them to sleep. They described night staff as noisy, inconsiderate and less caring, which negatively affected their sleep and overall, well‑being.

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.

The evidence showed some shortfalls. The service did not always treat people with kindness, empathy and compassion, or respect their privacy and dignity.

We spoke with 4 patients and 4 carers who told us that most staff treated them with kindness, dignity and respect. They said that most staff behaved appropriately towards them and consistently treated them well. Day staff were particularly praised for being respectful, visible and supportive. Patients also told us they benefited from regular sessions with a named nurse and found the weekly community meetings helpful.

However, some patients told us there had been occasions when staff were noisy at night, which made it difficult for them to sleep. They described night staff as noisy, inconsiderate and less caring, which negatively affected their sleep and overall, well‑being.

We observed staff interacting with patients in ways that demonstrated kindness and respect. Staff were discreet, compassionate and responsive, offering patients help, emotional support and advice whenever they needed it. Staff maintained professional boundaries and consistently upheld patients’ dignity in their day‑to‑day interactions.

Staff supported patients to understand and manage their care, treatment or condition. They directed patients to other services when appropriate and supported them to access these when required. Staff demonstrated an understanding of each patient’s individual needs, including their personal, cultural, social and religious preferences.

Staff told us they felt able to raise concerns about any disrespectful, discriminatory or abusive behaviour without fear of consequences. We also saw that staff maintained the confidentiality of patient information.

The evidence showed a good standard. The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Staff ensured that patients had access to information about treatments, local services, their rights, and how to make a complaint. Information was provided in formats appropriate to the patient group, such as easy‑read materials for people with a learning disability.

Staff made information leaflets available in languages spoken by patients, and managers ensured that both staff and patients could easily access interpreters or signers when required. Patients were offered a choice of food that met the dietary needs and preferences of religious and ethnic groups, as well as requirements related to allergies and intolerances. Staff also supported patients in accessing appropriate spiritual care. The service held a variety of themed activities celebrating diversity, for example, they supported patients to take part in “World Humanitarian Day”

The evidence showed a good standard. The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

We observed patients accessing leave and engaging in activities that supported their treatment and promoted independence. Most patients told us they were able to access their section 17 leave.

The occupational therapy team offered a full program of activities tailored to patients’ interests and recovery goals. For example, 1 patient took part in the Poetry Festival at a local arts venue in Nottingham. After requesting to participate, the patient confidently performed their poetry in front of an audience of around 60 people and returned to the unit feeling ecstatic, describing it as a significant boost to their self‑confidence and personal recovery journey.

Patients and carers told us they appreciated the range of activities available, such as gardening and organised trips, and felt these opportunities had a positive impact on patients’ well‑being.

We observed ward rounds and a discharge meeting and saw that patients were actively involved in discussions and were asked for their views, opinions and experiences. Our review of care plans showed that patients were involved in creating their care plans, which were holistic and included personalised goals.

The evidence showed a good standard. The service listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Staff demonstrated a caring and responsive approach to meeting people’s immediate needs. Patients told us they were able to access doctors in a timely way, and staff supported them well with managing their physical health conditions, including long‑term conditions such as diabetes.

Staff used effective de‑escalation techniques to reduce the need for physical interventions. Patients reported that staff responded quickly when behaviours escalated and acted promptly to ensure they felt safe and supported.

Staff told us they knew their patients well and felt confident in recognising changes in their needs and responding without delay. Daily meetings were held to review any changes in risk or presentation, ensuring that care remained coordinated, proactive and focused on individual needs.

During a heatwave at the time of inspection, staff took additional steps to ensure patients remained comfortable. They provided access to cold drinks, fruit and ice cream, demonstrating a caring and thoughtful response to environmental challenges.

The evidence showed a good standard. The service cared about and promoted the wellbeing of their staff, and supported and enabled staff to always deliver person-centred care.

Staff told us they felt well supported in their roles and described a positive and collaborative team culture. Most staff told us they “enjoyed working here” and felt “very supported” by both colleagues and managers. Staff reported that they were able to raise concerns with management when required and felt confident these would be listened to and addressed.

Staff also spoke positively about teamwork across professional groups. Medical and nursing staff were described as working effectively together, with one member of staff stating that the “consultant is amazing”. This collaborative work contributed to a supportive environment where staff felt valued and able to provide compassionate care.

The provider recognised and celebrated staff achievements through annual staff awards. Several members of staff from the service had been acknowledged for their performance and nominated for the annual awards. Staff successes and positive practice were also highlighted in the monthly governance newsletter, promoting a culture of appreciation and shared recognition.

Staff wellbeing was further supported through access to occupational health services, which offered advice and assistance for physical and emotional health needs. Staff told us they knew how to access this support when required.

Staff appraisals included meaningful discussions about career development and how staff could be supported to progress. Staff reported that these conversations helped them feel valued and confident about future opportunities within the service.