Cygnet Sedgley House and Cygnet Sedgley Lodge

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 good. At this assessment the rating has remained.

Good: This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

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 were polite, courteous and acted with kindness to patients. We observed that staff were approachable and greeted patients whenever they saw them, asking how they were.

Patients said staff listened to them and treated them with respect and were responsive to their needs. Patients privacy and dignity was respected and upheld at all times.

Carers we spoke with were complimentary about the way staff spoke with and looked after their relatives.

Two patients said this was the best hospital they had been in and overall patients reported a positive experience. One parent told us this was the best hospital they had experienced and their son liked it there and was doing well.

Although we observed one instance when staff were dismissive of one patient who continually said the same sentence and the staff member did not provide much interaction to check they were ok.

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.

Patients said staff knew them and their individual needs and rehabilitation plans well. We observed staff speaking with patients in a way that showed they understood them as individuals.

Staff said they had access to interpreters when required. One staff member was in the process of learning British Sign Language.

Staff understood people's recovery goals. Staff spoke about patients individual needs and knew what their strengths were.

The multidisciplinary team discussed recovery and progress with patients and families in a way everyone could understand.

Care plans were person-centred and individualised. They had been developed with patients by different members of the multidisciplinary team.

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

Patients said they had independence and staff helped to support them to make decisions. Staff ensured patients individual needs were adhered to.

Patients said they could see their loved ones as often as they wished. There was no restriction, apart from children were not allowed on the ward. Staff made alternative arrangements when required.

Patients had choice about how they expressed themselves. Any cultural differences were embraced and provided for.

Activities were available and patients had individualised rehabilitation and activity plans which had been co-produced with members of the multi-disciplinary team. However, patients said there was not always much to do on the ward and they could get bored.

We observed patients spending time in the garden area smoking or watching TV. We did not observe any specific ward activities taking place on the ward, although a group of patients went for a day trip to a Christmas market on one of the days of our assessment.

A wide range of activities was available throughout the week to aid patients rehabilitation programme. Patients understood their choices and staff helped to support them to make them.

Unless there was a specific risk, patients had free access to their mobile phones. One patient had a care plan in place due to his phone being restricted. We observed him requesting to use his phone and staff were prompt to retrieve it and monitored his use appropriately.

We 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.

Patients told us staff were available when they needed them and for support. We observed staff responding quickly to patient requests. Patients told us staff were available when they needed them and for support.

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Staff used de-escalation techniques to reduce the need for physical interventions when patients behaviours became heightened.

Patient care records demonstrated that staff knew patients' needs well and could respond promptly and appropriately to them. The multidisciplinary team recognised and discussed patients changing needs daily and adapted their care plans accordingly.

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We care about and promote the wellbeing of our staff, although not all staff feel sufficiently supported. We enable them to always deliver person centred care.

We spoke with 24 staff. Eleven of those staff did not always feel respected, supported and valued. Some staff did not feel that their supervision supported their individual needs.

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However, most staff felt positive about working for the provider and felt the team worked well together. Staff received an annual appraisal and they had opportunity to discuss career development. Some staff had recently been promoted into leadership positions.

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