Kemple View

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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 this key question outstanding. At this assessment the rating has changed to good.

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.

We always treat people with kindness, empathy and compassion and we respect their privacy and dignity. We treat colleagues from other organisations with kindness and respect.

• Staff attitudes and behaviours when interacting with patients showed that they were discreet, respectful and responsive, providing patients with help, emotional support and advice at the time they needed it. We observed warm and respectful interactions between patients and staff and this was reflected in the patient survey and in feedback from commissioners who had placed patients at the service.
• Staff mainly supported patients to understand and manage their care, treatment or condition. However, several patients raised concerns about the Multi- Disciplinary Team. They told us they did not always feel listened to and that concerns were not always dealt with in a timely way.
• Staff directed patients to other services when appropriate and, if required, supported them to access those services.
• Patients mostly said staff treated them well and behaved appropriately towards them. Most patients said they felt safe on the ward and that staff were great and treated them well. Some patients raised concerns about individual staff members. There were appropriate processes in place to address concerns about staff behaviour and we saw that managers had used these to address concerns with individual staff members where needed.
• Staff said they could raise concerns about disrespectful, discriminatory or abusive behaviour or attitudes towards patients without fear of the consequences.
• Staff maintained the confidentiality of information about patients

We do not always treat people as individuals and make sure their care, support and treatment meets their needs and preferences, taking account of their strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

• Staff understood the individual needs of patients, including their personal, cultural, social and religious needs.
• The service made some adjustments for disabled patients, including ensuring some areas of the premises were accessible for disabled people. However, other areas were only accessible with support, for example there were outdoor spaces that people using a wheelchair could not access without support due to steps and there was a ramp that did not have railings to support a person using a wheelchair to mobilise safely. Adjustments had been made on Arkwright ward for people who required additional equipment to support their needs such as shower chairs, hospital beds and a specialised bath.
• Staff ensured that patients could obtain information on treatments, local services, patients’ rights and how to complain.
• The information provided was in a form accessible to the particular patient group, for example there were easy read leaflets available on the wards. Staff made information leaflets available in languages spoken by patients.
• Managers ensured that staff and patients had easy access to interpreters and/or signers.
• Patients had a choice of food to meet the dietary requirements of religious and ethnic groups and to account for allergies and intolerances.
• Staff ensured that patients had access to appropriate spiritual support, there was a multi faith room which contained texts for different faiths. However, one patient told us they had not been able to access an Imam. The provider informed us this was due to the Imam retiring.

We promote people’s independence, so they know their rights and have choice and control over their own care, treatment and wellbeing.

• Patients had a strong level of involvement in the service. Staff held regular patient’s meetings on each ward where all patients were encouraged to discuss any concerns they had about the service. During this meeting patients and staff nominated a patient of the week. Staff encouraged patients to become involved in co-production activities, for example each ward had 2 patient representatives who sat on the patient council and joined various meetings such as the patient safety forum. This was a collaboration between patients and staff to look at safety issues and concerns and identify ways of improving these. The feedback from these meetings were discussed at governance meetings.
• Patients were also supported to be involved in 7-minute briefings, staff recruitment and help with induction training. For example, patients had facilitated induction sessions on how staff could improve communication with patients which included explaining to staff how it felt to be a patient in the hospital and how different ways of communicating could affect patients.

We listen to and understand people’s needs, views and wishes. We respond to these in that moment and will act to minimise any discomfort, concern or distress.

• Staff were aware of and dealt with any specific risk issues, such as falls or choking risks and care planned for these accordingly.
• Staff identified and responded to changing risks to, or posed by, patients. For example, staff monitored patients if they refused diet, fluids or medication and discussed this in regular meetings. Concerns were escalated if patients regularly refused these and staff carried out capacity assessments in relation to these concerns.
• Staff used de-escalation techniques to reduce the need for physical interventions when patients’ behaviours became heightened. Physical intervention levels including restraint, rapid tranquilisation and seclusion were low.

We care about and promote the wellbeing of our staff, and we support and enable them to always deliver person centred care.

• Staff felt respected, supported and valued. Staff told us that senior managers valued them and felt that the service offered development opportunities.
• Staff felt positive and proud about working for the provider and their team.
• Staff had access to support for their own physical and emotional health needs, for example staff told us managers offered reasonable adjustments due to physical health needs and childcare requirements.
• The provider recognised staff success within the service, for example the provider held staff awards, an employee recognition day and provided staff with initiatives such as using the onsite gym.
• Staff appraisals included conversations about career development and how it could be supported.