Boston West 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

The service cared for patients with compassion, kindness, dignity and respect. Staff treated patients as individuals and tailored their care to their specific needs. Patients had choice over their treatment and staff were quick to respond to their changing needs. Leaders were approachable and cared about colleagues’ wellbeing. Staff were encouraged to develop in their careers and felt supported by line managers and the group senior leadership.

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 was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

We saw that outpatient staff were polite, friendly and helpful with patients, from their initial arrival to the end of their outpatient appointment. Patients told us that staff introduced themselves, explained the next steps and were happy to answer any questions they had.

Staff advised patients if there were any delays to appointments. They apologised and gave regular updates about when they would be seen. Patients told us staff offered refreshments if they were waiting for a long periodand arranged transport home if this was required.

Staff discussed treatment options with patients and their families. Staff members said they took care to consider patient’s individual privacy needs and checked with them about personal touching and moving of clothes when providing treatment. Patients waiting for their outpatient appointments told us that they were frequently asked about their comfort and wellbeing. One patient said: “It was so nice to be looked after like that. The staff were amazing”

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.

Please refer to the surgery report for more details about this quality statement.

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.

Please refer to the surgery report for more details about this quality statement.

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 told us they were always considerate of patient's preferences and would ask permission before touching them or conducting investigations. Physiotherapists told us they would reschedule an appointment if that was preferable for patients. They would also ask people if they required a chaperone or any other accommodation to make them feel more comfortable. Staff would try to resolve complaints and concerns as soon as they were raised by patients as they believed this was the most effective way to resolve issues.

Drinks were available to outpatients and their families whilst waiting for appointments. Hot drinks were available in the reception area and if patients were waiting for a longer period, staff would offer sandwiches.

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

Please refer to the surgery report for more details about this quality statement.