Cygnet Hospital Stevenage

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

The service made sure people were at the centre of their care and treatment. They listened to the patient, and their views and wishes were included in care planning. They made it easy for patients to share feedback and tailored the care to meet the needs of the individual.

However, some carers told us it was difficult to communicate with the ward by phone and were unsure of the complaints process.

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.

The service made sure people were at the centre of their care and treatment choices and decided, in partnership with them, how to respond to any relevant changes in their needs.

We reviewed care records and saw evidence of the use of patients own words in care planning. Care plans had been written in a way that patients could understand.

Staff listened to patients when they expressed their views and responded appropriately.

Staff encouraged patients to work alongside them to develop their activity and therapy timetable so that activities and therapeutic interventions were relevant and met their needs.

The Occupational Therapy team supported patients on an individual needs’ basis including arranging/supporting visits with their faith custodians such as Imams or Pastors. The visits could be facilitated in person or over zoom/telephone.

The service understood the diverse health and care needs of people. Care was flexible and supported choice and continuity.

Families, including children, could visit the service and there were appropriate dedicated family rooms. There was clean, appropriate furniture which was in good condition with storage tubs with toys and a range of books for different ages. We saw a poster on young carers on the wall in Orchid ward.

Carers told us they were invited to regular multi-disciplinary meetings in person or online.

However, on Tiffany Ward and Chamberlain Ward we received feedback that there were sometimes difficulties contacting the ward by phone.

The service signposted patients to peer support groups in the community depending on the individual’s needs, such as cultural groups or faith related organisations.

The service told us they supported community integration. For example, Occupational Therapy put together a community resource pack with information on how to get in contact with different social/sports and community groups.

The Occupational Therapy department gave patients a leaflet to provide information on accessing local green spaces.

The service provided appropriate, accurate and up-to-date information in formats that were tailored to individual needs. The information provided was in a form accessible to the particular patient group. Staff made information leaflets available in languages spoken by patients.

Information was provided in pictorial and easy read formats for example, daily menus and positive behaviour support plans.

Staff ensured that patients could obtain information on treatments, local services, patients’ rights, and how to complain.

Staff made notifications to external bodies as needed, we saw the service recorded their safeguarding referrals and outcomes.

Information governance systems included confidentiality of patient records.

We saw a variety of information made available on the walls in the wards. For example, activities, named nurse, meet the team, compliments, “You said, we did” (Orchid ward).

The service made it easy for people to share feedback and ideas or raise complaints about their care, treatment and support. They involved them in decisions about their care and told them what’s changed as a result.

Patients knew how to complain or raise concerns. There were clear instructions around the ward for people to follow. When patients complained or raised concerns, they received feedback.

However, one carer told us they were unaware of the complaint’s procedure (Chamberlain ward). Following our visit the service has provided a carers handbook with information on how to make a complaint.

The service received many compliments between October 2024 and September 2025. Compliments referenced many staff who they felt were kind, calm, compassionate and supportive.

Between October 2024 and September 2025, the service had a total of 34 complaints. Four of these were upheld, 4 were partially upheld, 7 complaints were retracted, and the remaining were either not upheld, or a small number were still under investigation. Themes of complaints that were upheld involved lost/stolen property, a data protection breach and a lack of communication. Managers ensured each complaint was investigated and outcomes were shared with patients and relatives.

The service had a carer champion with the aim being to have better communication with carers of people using the service.

The service did not have any complaints that were referred to the Ombudsman in last 12 months.

The service made sure that everyone could access the care, support and treatment they needed when they needed it.
All bedrooms within the wards were disability friendly and wheelchair accessible. They also made adjustments for people with sensory needs. For example, loops ear plus were provided to patients with noise sensitivity and both Tiffany ward and Chamberlain ward had sensory rooms with appropriate equipment.

There was adequate medical cover day and night, a doctor could attend the ward quickly in an emergency and the hospital was within a reasonable travelling distance to the local acute hospital.

Staff planned for patients’ discharge, including good liaison with care coordinators. Staff ensured patients had access to post-discharge care, for example, S117 aftercare, community mental health services and crisis services.

In the last 12 months, the service had 2 delayed discharges. Barriers to facilitating a discharge included the home area disputing which community services should be involved in arranging follow up and discharge planning, and another was a funding dispute. The service monitored this and worked with commissioners and community teams to ensure discharge was facilitated as soon as possible. Patients’ length of stay varied between 33 days and 49 days.

The service actively sought out and listened to information about people who were most likely to experience inequality in experience or outcomes. They tailored the care, support and treatment in response to this.

The service promoted cultural differences. We observed music from different cultures and heritages being played within bedrooms and wards.

Whilst many patients had said the food offered was good quality feedback from a carer was that the halal meals needed improvement.

The service provided a multi faith room to ensure religious and spiritual practices could be met. They also ensured cultural and dietary needs were met by providing halal, kosher or vegetarian meals.

An Equity, Diversity and Inclusion Committee was held regularly and we reviewed the minutes. Updates were provided by the LGBTQ+ network, Multi-Cultural network, Men’s Health network, Women’s network, Disability network and the Staff Carers network. A Black History month event was being planned alongside support from the National Police Chiefs’ Council (NPCC).

Staff told us about a quality improvement project around racism that had been ongoing for 2 years which was led by Occupational Therapy.

The service supported people 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 created personalised care plans to account for the patient’s needs, wishes and feelings. Patients were encouraged to share their views and contribute to decisions made about their care and treatment from the point of admission.

However, some patients told us they were not given a copy of their care plans.

The Occupational Therapy team helped to prepare and support patients for their upcoming discharges. They did this by assessing their capabilities to enable them to support with equipment, modifications and therapy. They provided support with daily living skills required on discharge. For example, meal preparation and shopping. Reports were provided to demonstrate the patients’ needs to ensure continuity of care.

Support for community integration included a community resource pack the service had put together with information on how to get in contact with different social/sports and community groups.