Cygnet Sherwood House and Cygnet Hospital Sherwood

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 patients and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question outstanding. At this assessment the rating has changed to good. This meant patients were supported and treated with dignity and respect; and involved as partners in their care.

We have not awarded this service a score for Caring.

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

Staff did not always treat patients with kindness, empathy and compassion, or respect their privacy and dignity. Staff did not always treat colleagues from other organisations with kindness and respect.

We spoke with 9 patients during our inspection. They told us that most staff treated them with kindness, dignity, and respect. However, staff attitudes and behaviours did not always demonstrate discretion, respect, or responsiveness when providing help, emotional support, and advice at the time patients needed it.

During our observations, staff interacted with patients and showed an understanding of their needs. However, some interactions were overly familiar. For example, we saw a staff member place their hands on a patient’s shoulders from behind, without informing them, which caused the patient to jump.

Staff supported patients to understand and manage their care, treatment, or condition. They provided information and discussed treatment during ward rounds, where patients had opportunities to ask questions. We observed nurses administering medications to patients with kindness and care.

Patients told us staff treated them well and behaved appropriately, describing staff as “alright.” We observed staff stopping their tasks to listen to patients and give them time for conversations when needed.

Staff told us they could raise concerns about disrespectful, discriminatory, or abusive behaviour without fear of consequences

The service treated patients as individuals and made sure patients ‘care, support and treatment met patients’ needs and preferences. They took account of patients’ strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Patients had a choice of food that met dietary requirements for religious and ethnic groups and accounted for allergies and intolerances. Staff also ensured patients had access to appropriate spiritual support. The service had a dedicated multi-faith room with a variety of religious materials. However, the room was being used as a storeroom during our visit. We raised this with managers who quickly rectified this and made it available for patients.

Staff understood most patients’ individual needs, including personal, cultural, social, and religious preferences. However, one patient told us staff had not supported them with hair care related to their cultural beliefs.

The service promoted patients independence, so patients knew their rights and had choice and control over their own care, treatment and wellbeing.

Patients told us they were able to access their section 17 leave. The service was located about a 15-minute walk from the nearest amenities, and one patient explained that staff supported them to orientate themselves and learn what was available before going out alone.

We observed patients accessing leave and engaging in activities that supported their treatment. The service provided a dedicated recreational space with gaming stations, which patients enjoyed. Patients had co-produced the design of this room, ensuring it reflected their preferences.

Following patients feedback, the service adopted a café-style approach to food and drink, giving patients more choice and control over what they requested. Patients told us the food “was lovely” and shared that they recently enjoyed a steak night.

During medication rounds, we saw patients ask questions about their medication and discuss how they were feeling with nursing staff. Patients were also supported to self-medicate in line with rehabilitation guidelines and discharge planning, promoting independence and confidence in managing their care.

However, some patients told us they felt “bored.” Although the unit offered a range of activities, some patients reported they were not offered activities that matched their interests, even when they had expressed preferences.

The service listened to and understood patients ’s needs, views and wishes. Staff responded to patients ’s needs in the moment and acted to minimise any discomfort, concern, or distress.

Staff demonstrated a caring and responsive approach to patient needs. When patients were affected by synthetic cannabinoids, staff acted promptly to safeguard them by contacting emergency services and working with local police to manage the situation. This issue occurred on more than one occasion and resulted in a nurse becoming unwell during a shift. In response, the service adopted a multi-disciplinary approach to address the problem. Although staff reported that managers did not provide immediate support initially, managers subsequently introduced additional security measures for patients returning from leave and implemented regular drug dog searches across the site.

Staff consistently used effective de-escalation techniques to reduce the need for physical interventions when patients’ behaviours escalated. Inspectors observed staff intervening calmly when a patient became distressed, which helped to reduce their anxiety. Patients told us staff responded quickly to their needs, and we saw staff address issues immediately, such as when a patient became upset after running out of personal hygiene products.

Staff reported that they knew their patients well and felt confident in responding to their needs in a timely manner. The service held daily meetings to discuss any changes in patient risk or need, ensuring care was proactive and coordinated.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Most staff told us they felt respected, supported, and valued by their colleagues and managers. Staff spoke positively about working at the service and described feeling proud of their roles and their teams.

Most staff members were motivated and committed to delivering high-quality care.

Staff had access to a range of wellbeing support, including free meals during shifts and a 24/7 GP helpline. They told us these benefits contributed positively to their physical and emotional health.

Appraisals included meaningful conversations about career development, and staff felt encouraged and supported to progress in their roles.

However, some staff reported feeling let down by management during recent incidents involving illicit drugs. Managers had since taken steps to address concerns, and staff were able to raise issues through the Freedom to Speak Up Champion.