Spire Harpenden Hospital

We looked for evidence that people and communities were always at the centre of how care was planned and delivered. We checked that the health and care needs of people and communities were understood, and they were actively involved in planning care that met these needs. We also looked for evidence that people could access care in ways that met their personal circumstances and protected equality characteristics.

At our last assessment we rated this key question as outstanding overall. At this assessment the rating has changed to good.

Across medical care and surgical services, care was planned and delivered in a way that reflected people's individual needs and preferences. Staff worked with people to understand their circumstances and involved them in decisions about their care and treatment. Services were organised to support timely access to care and treatment and to respond to people's changing needs.

People could access care in ways that met their personal circumstances and protected equality characteristics. Information and support were available to help people understand their care and treatment, and staff made reasonable adjustments where required to support individual needs. Patients told us they were able to access services when needed and felt their needs were understood and considered.

Services monitored patient feedback and used this information to identify opportunities to improve the experience of people using the service. Staff worked collaboratively across teams to coordinate care and support smooth patient pathways.

Leaders demonstrated an understanding of the needs of the populations they served and were committed to ensuring care remained accessible, flexible and responsive. Governance and oversight processes supported the effective organisation and delivery of services.