Cygnet Hospital Derby

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

Responsive- this means we looked for evidence that the service met people’s needs.

At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people’s needs were met through good organisation and delivery.

At our last assessment we rated responsive as good. At this assessment the rating has remained good. Staff managed beds well. A bed was available when a patient needed one. Patients were not moved between wards except for their benefit. Patients did not have to stay in hospital when they were well enough to leave. The design, layout, and furnishings of the ward supported patients’ treatment, privacy and dignity. Staff supported patients with activities outside the service, such as work, education and family relationships. The service met the needs of all patients – including those with a protected characteristic. Staff helped patients with communication, advocacy and cultural and spiritual support. The service treated concerns and complaints seriously, investigated them and learned lessons from the result.

We have not awarded this service a score for Responsive.

Find out about when we will not publish a key question score and what we look at when we assess Responsive.

Staff consistently placed patients at the centre of decisions about their care and treatment, ensuring plans reflected individual needs and ambitions. Care plans were holistic, tailored, and recovery-oriented. Patients and families actively contributed to shaping care plans and reviews, and staff ensured patients fully understood their condition, treatment options, and associated risks.

Staff encouraged patients to pursue broader life goals, supporting independence and community engagement. For example, one patient attended a family wedding in Scotland, with staff arranging an overnight stay so they could participate fully. Another patient, previously anxious about leaving the ward, received support to return to swimming, starting with supervised assessments and gradually building confidence. To promote person centred care, staff developed posters highlighting patients preferred name and pronouns, how they liked their nursing observations to be carried out, and times they wanted to be woken up.

Patients were supported to engage in vocational training, educational courses, and martial arts grading, building skills, confidence, and resilience. Staff enabled patients to make informed decisions about their care, balancing safety with independence and personal growth.

Staff demonstrated a consistently person-centred approach, ensuring patients were treated as individuals. They encouraged patients to explore interests, build confidence, and maintain family and community connections. Staff actively supported patients to make decisions wherever possible and provided information in accessible formats, including easy-read materials and advocacy support. Continuous auditing of patient involvement ensured care remained meaningful, personalised, and consistently of the highest standard.

Patients experienced coordinated care tailored to their individual recovery goals. Staff helped patients access educational and vocational opportunities, such as food safety and bricklaying courses, and supported skill development to enhance independence. For example, one patient successfully completed vocational training to prepare for employment on discharge, while another was assisted in planning a supported living placement: “Staff have supported me to find a supported living placement, I am so grateful to them for all they have done.”

Staff supported patients to practise their faith and maintain cultural or religious practices meaningful to them. They planned visits and leave flexibly, including arranging participation in important family events such as weddings, while ensuring that care remained safe and consistent.

Patients consistently received information in a timely and accessible manner. Staff adapted materials to meet individual communication needs, including providing leaflets in different languages and arranging signers or interpreters when necessary. Staff also offered practical guidance on health and wellbeing, such as sleep hygiene, self-care, and healthy eating, ensuring patients understood how to apply this information to daily life. One patient commented: “Different forms of communication are used so I can always understand what’s being said to me.”

Information was shared during community meetings, which were often chaired by patients, and displayed in communal areas for those unable to attend. Staff maintained ongoing communication with carers, families, and external agencies, ensuring patients’ care remained transparent, joined-up, and responsive to their needs.

Patients reported feeling supported to raise concerns and that staff responded in a caring and respectful manner. One patient explained: “Staff always take time to listen and help me understand the outcome of any concerns I raise.”

Staff actively safeguarded patients from any form of discrimination or negative treatment when concerns were raised. Feedback was provided following issues being raised, and patients were informed of any changes resulting from their input.

Community meetings and patient representatives provided regular forums for patients to express their views, suggest improvements, and influence ward practices. Carers reported that staff generally listened and valued their input, though a few noted that communication about follow-up could sometimes be clearer.

Staff consistently applied the complaints process effectively, shared investigation outcomes with the wider team, and ensured lessons learned were embedded in practice to continuously improve patient experience.

The ward managers and lead social worker completed regular feedback audit to identify ‘you said we did’ actions. These supported staff with taking actions on patients feedback.

Staff sought feedback from patients after they left the service. These were shared within the MDT and supported the service to use the feedback to ensure positive experiences for patients receiving care and treatment.

Patients were supported to access care, treatment, and support as needed. Staff made reasonable adjustments to accommodate individual needs and ensured patients received timely medical attention.

Medical cover was consistently available day and night. Doctors could attend quickly in emergencies, and the ward’s location allowed rapid transfer to the local acute hospital if necessary.

Staff facilitated access to post-discharge support, including community mental health services, Section 117 aftercare, and crisis teams. One patient on Wyvern ward commented: “Staff have supported me to find a placement, and all the teams worked together to support me to get it.”

In the past 12 months, there was one delayed discharge, related to difficulties in arranging a suitable supported living placement or resolving funding issues. Staff mitigated these delays by maintaining close coordination with external services to minimise impact on patient care.

Patients were supported to share their experiences and influence their care through community meetings and ward representative forums. Staff actively encouraged patients to participate in shaping service delivery.

Equality data was monitored across protected characteristics, helping staff identify and address any inequalities in care, treatment, or outcomes. This included attention to communication needs, cultural and spiritual preferences, and the diversity of patient backgrounds.

Staff undertook equality impact assessments on policies and procedures to ensure fair and equitable treatment for all. Training in equality, diversity, inclusion, and human rights was mandatory for all staff, enabling them to provide personalised care that respected individual identity and needs.

Where patients’ identities highlighted the need for specific guidance—for example, patients identifying with a different gender than assigned at birth—staff received targeted training. This ensured care was delivered respectfully and appropriately, demonstrating a strong focus on equity and continuous improvement in patient experiences and outcomes.

Staff helped patients plan and make decisions about key life events, including discharge and future living arrangements. They encouraged patients to define personal goals, anticipate changes in health or social circumstances, and make choices aligned with their preferences.

The MDT collaborated to create personalised care plans that reflected patients’ wishes and needs. Occupational therapists and other professionals provided guidance to prepare patients for transitions. Staff coordinated with healthcare providers and commissioners to ensure patients received consistent, supported care during moves into community or supported living placements.