Kemple View

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

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 toGood.

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 demonstrated that they were discreet, respectful, and responsive. They provided patients with help, emotional support, and advice at the time they needed it. This was reflected in the patient survey, feedback from commissioners who had placed patients at the service, carers, and family members we spoke to.
• Staff mainly supported patients to understand and manage their care, treatment, or condition. Overall patients told us felt they were listened to regarding their medication. However, some patients were not involved in their medication reviews and did not have a copy of their care plan.
• Staff directed patients to other services when appropriate and, if required, supported them to access those services.
• Patients said staff treated them well and behaved appropriately towards them. Patients told us staff would always knock before entering their bedroom.
• Staff understood the individual needs of patients, including their personal, cultural, social, and religious needs. The service provided spiritual support.
• The service provided patients with food that met their cultural needs for example halal food.
• Staff said they could raise concerns about disrespectful, discriminatory, or abusive behaviour or attitudes towards patients without fear of consequences.
• Staff maintained the confidentiality of patients

We 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 ensured that patients could obtain information on treatments, local services, and patients’ rights, and assisted in accessing a dentist.
• The information provided was in a form accessible to the patient group.
• Staff made information leaflets available in languages spoken by patients.
• Managers ensured that staff and patients had easy access to interpreters, and staff also used picture cards and google translate to support patients where English was not their first language.
• 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.
• Both wards had enough bathrooms and shower rooms for patients to access. Bedrooms on the wards were partially ensuite in that each had its own toilet and sink. However, there were no showers within the ensuites.
• Patients had to use the stairs to gain access to upstairs bedrooms, with no lift available. The service advised should a patient have a disability they would offer the patient a room downstairs. At the time of our assessment, there was no adaptable room for people who had a disability.

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

• Staff held regular patient’s meetings where all patients were encouraged to discuss any concerns they had about the service.
• Patients participated in various meetings, for example the service held a patient safety meeting whereby patients and staff would look at safety issues and concerns across Kemple View and would identify ways of making improvements. The patients would relay information to their ward with the relevant updates.
• Patients were recognised for achievements such as attending OT groups, creative pursuits, completing psychology programmes, and general working hard to grow and learn. Patients would be nominated for patient of the week and be nominated for an award where a ceremony would take place once a month.

We did not always 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 used de-escalation techniques to reduce the need for physical interventions when patients’ behaviours became heightened. However, in December 2024 staff utilised mechanical restraint to manage a patient’s behaviour. Staff explained mechanical restraint had been used as a last resort but there was no documented risk assessment and no policy to support the use of handcuffs on the rehabilitation wards. This meant that staff had used mechanical restraint to restrain a patient without the appropriate safeguards being in place.
• Staff identified and responded to changing risks to, or posed by, patients.
• Both wards had a quiet room, for patients to relax and de-stress. The rooms are often used to de-escalate a situation.
• On the whole patients told us staff met their need and were available when they needed them.

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 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 through an occupational health service.
• The provider recognised staff success within the service for example, through staff awards.
• Staff appraisals included conversations about career development and how it could be supported.