Fulwood 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

The service worked with patients to understand and manage risks. Care met patients' needs in a way which was safe and supportive and enabled them to do the things that mattered to them.

When people communicated their needs, emotions or distress, staff could manage this in a positive way which protects their rights and dignity and maximised learning for the future about the causes of their distress.

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.

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

The service welcomed feedback from patients and those close to them regarding their care and treatment. The provider sought patient feedback through different types of patient satisfaction surveys such as, the NHS Friends and Family Test (FFT) and the Private Healthcare Patient Network (PHIN) patient experience survey. The overall experience of service results from between January to October 2025 for the FTT was 98%.

In the 12 months prior to inspection, there were approximately 2994 compliments received specifically relating to care and treatment received while accessing surgical services.

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. They took their time to interact with patients and those close to them in a respectful and considerate way.

There was a private room for staff to discuss patient information to ensure confidentiality and to maintain patients’ privacy and dignity.

Patients we spoke with said staff treated them well and with kindness. The compliments to the service from patients between January 2025 to November 2025 indicated that patients had experienced compassionate care and staff had respected their privacy and dignity.

The service treated patients as individuals and made sure patient’s care, support and treatment met patient’s needs and preferences. Staff took account of patient’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 such as the multi-faith room that was available for all denominations..

Feedback was gathered through patient surveys and concerns were responded to. We reviewed 10 care plans and saw these were tailored to individual needs and circumstances.

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

Patients were supported through the surgical pathway to promote wellbeing and support recovery. Consent processes involved explaining risks as well as benefits and options for their care. Lengths of stay were short unless complications occurred or there were any social care concerns.

On discharge patients were provided with verbal and written advice, including safety netting, in order to promote recovery at home.

The staff listened to and understood patient’s needs, views and wishes. Staff responded to patient’s needs in the moment and acted to minimise any discomfort, concern or distress.

Staff were aware of and dealt with any specific risk issues, such as falls or pressure ulcers and care planned for these accordingly. Patients deemed at greater risk, where a patient had a diagnosis of dementia, were positioned closer to the nurses’ station so could be observed closer.

Relatives were welcome to support dementia patients and stay with them.

Staff identified and responded to changing risks to patients. Additional staff could be requested to support on a one-to-one basis if needed.

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

The provider for the service had well-being services in place for staff that included 24/7 support, counselling as well as access to other services such as legal, financial, and workplace advice. There was a specific process to support any mental health concerns for staff and there were named mental health first aiders who staff could approach directly for support. These staff were also supported in carrying out this role.

The service implemented safe working practices to support staff wellbeing such as, a lone working policy, promoting safe working environments, ensuring breaks taken and by providing sexual harassment training.

Staff were supported and were provided with access to clinical supervision by dedicated Professional Nurse Advocates to support nurses with wellbeing and professional growth.

The service introduced a number of initiatives to support staff that included men’s health week, a calendar of activities aimed at rewarding staff, and staff recognition awards.