North Ormesby Dialysis Unit

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

This is the first assessment for this Quality statement for this unit. This key question has been rated good.

Good: This meant service users’ needs were met through good organisation and delivery.

We assessed 7 quality statements from this key question. Service users were always at the centre of how care was planned and delivered. Health and care needs of service users were understood, and they were actively involved in planning care that met these needs. Service users could access care in ways that met their personal circumstances and protected equality characteristics.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We scored the service as 3. The evidence showed a good standard. The service made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people's needs.

Service users were referred to the unit from the local NHS Trust with an established treatment plan in place. Service users' treatment plans were reviewed regularly by medical staff. Service users could be seen outside of regular appointments by medical staff if needed.

Staff told us and showed us the electronic health and treatment records which are in use. The records were all completed at assessment and updated at each visit. They were individualised to each person undergoing treatment and centred around their needs and care.

Leaders told us service users had a personal emergency evacuation plan, and these were recorded with service users' individual needs in mind. Copies were provided in different languages and large print.

Leaders told us the unit contact service users who miss their appointment to ensure they are well and to find the reasoning for no attendance. Staff can check the local hospital system to see if service users have been admitted unwell.

Staff told us service users are referred to the unit with dementia and learning disability and this is something they can cater for, ensuring an individualised care plan is in place for them. 100% of clinical staff had undergone Dementia awareness training and 94% of staff had undergone the Oliver McGowan Training on Learning Disability and Autism.

Leaders told us the care of service users was the most important part of the service, and the equipment used to support the staff with this was secondary, but the equipment was very effective in supporting staff to provide person-centred care.

We observed 7 service users having their treatment and all received person centred care which was individualised to their needs.

Each station had its own personal television, and service users were offered a hot or cold drink and snack if they wished. We observed most service users had brought their own entertainment and drinks and snacks with them.

We scored the service as 3. The evidence showed a good standard. The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

Staff planned and delivered services in a way that met the needs of service users who use the service. The unit operated 6 days per week. On three of those days the unit offered an evening clinic. Dialysis treatment appointments were scheduled in advance, enabling staff to plan and deliver service users’ care and treatment.

There were links with the local NHS trust and a clear pathway for patients to be transferred to the trust for treatment if they became unwell. Service users were reviewed in multidisciplinary meetings, which were attended by staff from the local hospital, which included discussions about ongoing care and treatment. Medical staff from the local hospital reviewed service users in the unit monthly.

Leaders told us there was a good working relationship with the staff working in the local hospital, and they were able to pick up the telephone or send an email when needed to ask for advice.

Delays to treatment were reported as safety incident events and investigated to ensure lessons were learnt and actions put in place to prevent a re-occurrence.

We scored the service as 3. The evidence showed a good standard. The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Patient information leaflets were available in the waiting area, including kidney life, kidney matters and kidney care UK. The unit had their own bespoke leaflets available. The reception area included posters with contact telephone numbers for support groups. There was information available in reception on how to complain, and how to provide feedback and what to do in emergencies. We saw an information board displaying advice on holiday plans and health and safety.

Service users' health records were all stored electronically and only available at the bedside station where service users sat. Service users were informed of their blood results. This had been an issue in the past and was one of the improvements the unit was making to ensure service users received timely results.

Staff told us the information provided from the hospital to the unit was good. Staff told us they could access letters, blood results and other vital information from the NHS electronic system within their unit.

Leaders told us the local hospital was not able to access their electronic information systems. If a patient needed to be seen at the local hospital, the policy was to print information for service users to take with them.

The unit follows the accessible information standards (AIS) and ensured it worked for service users to be able to provide the information they needed in a suitable format. 100% of the clinical staff had received training in AIS.

We scored the service as 3. The evidence showed a good standard. The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment, and support. They involved people in decisions about their care and told them what had changed as a result.

Service users were given information on how to complain or raise concerns, including how to escalate their concerns within the organisation or externally. There was a suggestion box available in reception with paper and pens supplied.

The most recent patient satisfaction survey results were visible on an information board in reception with the action plan visible for service users to see what improvements were taking place.

The unit had received 5 complaints in the past 12 months. 2 were upheld, 2 were not upheld and 1 was still in progress. There were no common themes or trends. There had been no complaints referred to the Ombudsman. Feedback was provided to service users who complained.

Leaders told us staff were provided with feedback and any actions from complaints via staff meetings and handovers. We were provided with evidence this had taken place.

96% of staff had undergone complaints handling training and 100% of staff had undergone duty of candour training.

We scored the service as 3. The evidence showed a good standard. The service made sure that people could access the care, support, and treatment they needed when they needed it.

Most service users used patient transport services to attend the unit. Service users said these were excellent and responsive, dropping service users off in time for their appointment and picking them up shortly after treatments had been completed.

Service users told us they saw their doctor and dietician routinely to ensure they received the best possible care and treatment. Staff told us they could access the clinical staff at the hospital easily when they needed advice and there was flexibility for service users to be seen by the clinical staff quickly if needed.

The admission and discharge policy advised it accepted patients regardless of any disability. The unit accepted service users for treatment who are holidaying in the area.

The unit was based on the ground floor with double doors for easy access.

Service users who required wheelchairs could weigh themselves using wheelchair accessible scales.

We scored the service as 3. The evidence showed a good standard. Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

Service users were supported with translators when English was not their first language.

Staff within the service and the wider organisation promoted a culture in which the service users using the service felt empowered to give their views. 82% of service users responded to the 2024 Patients satisfaction survey, with a 68% satisfaction score.

88% of staff had undergone equality, diversity, and human rights training. This was just below the 90% compliance target set by the unit.

The unit had an equality and diversity policy which covered both service users and staff equality and diversity. The unit had an equal opportunities procedure and diversity and inclusion policy. There was no reference to equality impact assessments or their policies and procedures.

We scored the service as 3. The evidence showed a good standard. Service users were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

Staff and leaders both described the support provided to service users who wished to stop their treatment. They discussed with service users the implications this would have for their future. Support was also provided at this point by the clinical team.

Service users’ treatment was provided at the unit using a multi-disciplinary approach with staff from the local NHS including Doctors and dieticians.

The unit’s philosophy of care says that the unit aims to support service users to live the best life possible and keep them informed about their treatment and all changes.