The Hampshire Clinic

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 people were always treated with kindness, empathy and compassion. We checked that people’s privacy and dignity was respected, that 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 people’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 as 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 evidence showed a good standard. 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.

The service always treated people with kindness, empathy and compassion and respected their privacy and dignity.

Patients told us staff were kind, considerate and caring. Staff took their time and went out of their way to help patients feel at ease and there was plenty of time to ask questions. Information about their room and what to expect was provided during the admission process. A Patient Information Guide was appreciated by patients and relatives. We observed an admission process that was welcoming, informative and caring.

Patients were encouraged to use their call bells and response times were quick. We observed compassionate, kind and respectful interactions between nursing staff and patients throughout our visit. Relatives told us nursing team were approachable, willing to listen to anxieties, and encouraged their attendance as much as possible. Families told us this made them feel less apprehensive.

Staff were sensitive to privacy and dignity, and patients shared practical examples of how their dignity had been protected. This meant patients felt welcomed, reassured, and at ease. They experienced a quality of service characterised by kindness, compassion and dignity.

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.

The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences.

Treatment options and what they meant were explained. Tailored information helped patients feel informed and relaxed about their treatment choice. Patients were involved in their care, and a relative reported being treated as an individual with their own needs.

Preferences were heard and managed efficiently. Nurses were praised by patients for taking their time, asking if there was more they could do and responding promptly when support was needed. Staff and patients noted good teamwork to support the approach to care. We observed nursing conversations at the bedside and during handover that respected each patient. This demonstrated people had their individual needs met.

Patients with longer recovery periods appreciated the care and attention given to their families. Those moving on for further care and treatment were grateful of the stepped approach to their recovery. This meant patients’ individual needs were understood and the service they received was tailored to their needs.

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.

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

Patients told us they were involved in decisions about their treatment and wellbeing. They felt informed about treatment options and were supported to make a decision that was right for them. One patient was encouraged to take her their when preparing for treatment and was reassured they could change their mind at any point. Friends and Family Test (FFT) results show almost all in-patients felt ‘involved in decisions about their care and treatment’ (98.8% - 100%), and 95% of patients reported their overall satisfaction as ‘good’ or ‘very good’.

The service promoted independence by following NHS Accessible Information Standards (AIS), using an interpreter service, and producing written information including the Patient Information Guide. They had developed a My Hospital Passport for autistic people and people with a learning disability.

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.

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.

All patients we spoke with described how well their needs were met. This included information and pain relief, food, drink, comfort and privacy. One patient described the nurses as ‘always on the lookout for what they could do’. Another said the team had ‘anticipated’ her needs by partially completing some important documents.

We heard from one patient who had an agreed treatment option, but this was not available when they were admitted. He raised the concern with a nurse who apologised, met with colleagues and returned to confirm the patient’s preferred option. The issue was resolved and the patient praised the nurse’s response, which demonstrated a commitment to listening to people and responding to their concerns.

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.

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

Nursing and support staff told us about positive teamwork, the consistency of colleagues, good morale and the availability of support. We observed respectful and supportive teamwork during our visit.

Senior staff ensured the RMO was well rested every morning and the hospital requested additional cover on occasions where they had worked during the night. We observed good working relationships during the assessment and saw all staff members treating each other with dignity and respect.

Staff survey results showed most staff enjoyed their work, felt connected to the organisation and had opportunities to grow professionally. This was not true of all staff grades with some team members and team leaders feeling less connected and motivated. A workforce action plan including 8 forms of organisational support had been prepared and was in the process of being implemented.

We saw examples of reasonable adjustments made by the service to enable employment, and policies to support the wellbeing and safety of staff. This meant the service cared for its staff and responded to their needs.

Turnover rates were low with many staff having worked at the hospital for over 20 years. All staff we spoke with said they were happy and proud to work for the organisation.