Euxton Hall Hospital

On this page

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

We looked for evidence that patients were treated with kindness, empathy and compassion. We assessed the levels of patient’s privacy and dignity afforded to patients. We asked patients to tell us about their experiences, if they were respected, if they understood that they and their experience of how they were treated and supported mattered. We also looked for evidence that every effort was made to take patient’s wishes into account and respect their choices, to achieve the best possible outcomes for them.

At our last assessment we rated this key question good. At this assessment, the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Staff treated patients with compassion and kindness, respected their privacy and dignity, and took account of their individual needs. Staff introduced themselves to patients and said what their role was. Staff were discreet and responsive when caring for patients. They took their time to interact with patients and those close to them in a respectful and considerate way.

Staff in the anaesthetic room responded to patient’s anxieties about their operation and took steps to reduce the stress within the environment. Patients who were particularly anxious, or who had cognitive impairment were able to have somebody familiar with them. We were provided with examples of where actions had been taken where patients had been identified with complex or additional needs.

We observed a patient pathway including in theatre. There was excellent communication observed between theatre staff and the patient. We observed that they were put at ease and were calm throughout.

Staff were respectful to patients privacy and dignity throughout their surgical pathway. Patients were nursed in individual rooms. Patients we spoke with told us they enjoyed the privacy of their own room and shower facilities.

Patients said that staff treated them well and with kindness.

Staff followed policy to keep patient care and treatment confidential.

The hospital collected feedback from patients. These included thank you cards. Patients we spoke with described all staff as amazing, wonderful and showed kindness and empathy.

The hospital monitored patient experience reports monthly, via the provider dashboard, which included feedback from compliments, thank you cards, a third-party organisation, NHS Friends and Family Test (FFT) as well as concerns and complaints. FFT is an anonymous feedback tool allowing patients to rate their NHS care.

Between March 2025 and February 2026, the hospital received 92 patient compliments by email, letter or thank you card. The hospital had identified that patients reported feeling safe, put at ease, respected, well cared for, supported, friendly, approachable and professional. We were given several examples that reflected this feedback.

In the PLACE assessment in 2025 the hospital scored 82% for privacy, dignity and wellbeing. Since this PLACE assessment, the hospital had undergone refurbishments. The hospitals privacy and dignity audit was 100% compliant in December 2025.

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 understood and respected the personal, cultural, social, and religious needs of patients and how they may relate to care needs. Care was personalised to the individual depending on individual need.

Feedback was gathered through patient surveys and concerns were responded to. We reviewed 5 care plans and saw these were tailored to individual needs and circumstances.

Patients we spoke with told us that they felt listened to and that staff communicated well.

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

Patients were told preoperatively what to expect after surgery and advice was provided both verbally and written about how to prepare to promote the best recovery for them.

We saw patients were encouraged to be as independent as soon as they were able following surgery. This included becoming mobile and able to move around the ward area, toilets and bathroom. Physiotherapists provided exercise routines when needed and supported patients to learn new ways of moving, so they could be up out of bed as soon as possible. Patients we observed and spoke with told us they were supported by physiotherapists.

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.

Patients could contact staff with a call bell, which was in reach, and we observed that staff responded promptly to support patients. Patients identified with additional needs were positioned in the most appropriate rooms that often meant close to the nurse’s station. Comfort rounds were completed when needed. Staff encouraged people to eat nutritious food and drink when recovery permitted. Patients were given a choice of food and drink to meet their cultural and religious preferences. The catering services adapted to the needs of the patients.

We observed that people who used mobility aids such as walking frames or crutches had them close by and were assisted to use them until they regained their usual level of mobility. We observed nurses and physiotherapists supporting patients post-surgery.

Staff gave patients and those close to them help, emotional support and advice when they needed it. They were empathetic and considerate of the stress of a theatre environment.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Managers encouraged and ensured staff took regular breaks and there were appropriate rest areas with nutritious food options available, including out of hours. Free fresh fruit and refreshments were available for all staff that included porridge, toast, tea, coffee and filtered water.

The resident doctor had private accommodation in the grounds of the hospital where they could rest in between duties.

Staff were able to provide feedback and ‘speak up for safety’ if necessary.

Staff were allocated to teams with a designated supervisor for any personalised feedback. Staff worked within ‘family trees’ of extended wider teams and supported each other.

Staff told us they felt valued by managers and their colleagues.

There was an employee assistance programme that offered services such as counselling or occupational health support.

The hospital supported the ‘my whole self’ campaign that focused on well-being. This included mental health and psychological safety. Mental health first aiders were contactable. There were regular tea and talk sessions and mindfulness sessions.

The hospital had a wellbeing calendar where themes were identified monthly such as resilience, time to talk and employee appreciation. Long service was celebrated and newsletters were produced to share with staff. There were also seasonal activities such as festive celebrations as well as ice cream in the summer and chocolate at Easter time. There were celebrations of Eid and parties at Christmas and summertime.

There were two therapy dogs that visited staff and Pilates sessions that staff could attend.