Cygnet Fountains

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• 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.

We always treat patients with kindness, empathy and compassion and we respect their privacy and dignity. We treat colleagues from other organisations with kindness and respect.

Staff attitudes and behaviours when interacting with patients showed that they were discreet, respectful and responsive, providing patients with help, emotional support and advice at the time they needed it. We observed staff to be empathic and professional towards patients. Staff demonstrated that they had time for patients and maintained a calm and friendly approach throughout their interactions. Patients commented that staff were kind to them and were available when needed. Staff upheld calm and highly skilled approaches to patients. This was displayed in all direct interactions with patients and when discussing patient care.

Staff supported patients to understand and manage their care, treatment or condition. Staff knew the patients well and had established a good rapport. Staff were able to explain to patients’ complex issues regarding their care in a way they understood.

Staff directed patients to other services when appropriate and, if required, supported them to access those services. Patients regularly attended GP, optician and dentist appointments with staff or on their own depending on the level of risk.

Patients said staff treated them well and behaved appropriately towards them. Patients were complementary towards staff and confirmed they had a trusting relationship.

Staff understood the individual needs of patients, including their personal, cultural, social and religious needs.

Staff said they could raise concerns about disrespectful, discriminatory or abusive behaviour or attitudes towards patients without fear of the consequences. All staff confirmed that would not hesitate to raise concerns regarding any patient safety or safeguarding concern.

Staff maintained the confidentiality of information about patients.

We treat patients 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.

The service made adjustments for disabled patients. There was ramp access at the entrance to the building. There was a bathroom with disabled access and a lift to support patients with mobility needs. Leaflet, posters and other documents were available in other languages if required. At the time of inspection, all patients were English speaking. Care plans were written in a format that was understandable to the patient group. There had been some learning for staff around having clear verbal communication with patients with autism who required more direction for some tasks.

Staff ensured that patients could obtain information on treatments, local services, patients’ rights, how to complain and so on. There were posters on display on various notice boards in communal areas where patients could easily see them.

Managers ensured that staff and patients had easy access to interpreters and/or signers. There was an external interpreter service the service could refer to if required.

Patients had a choice of food to meet the dietary requirements of religious and ethnic groups and to account for allergies and intolerances. Members of the catering team attended the morning meeting. Any new dietary requests were identified and shared via this meeting.

Staff ensured that patients had access to appropriate spiritual support. There were 2 multifaith rooms that were always accessible. Patients could be supported to attend church, mosques or other services in the community.

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

Patients were encouraged to maintain relationships with friends and family. Some patients regularly went on community visits with their family members independently.

Patients understood their rights in terms of the right to complain and to have access to advocacy services. Patients were encouraged to use the correct channels to communicate their views.

Patients were encouraged to attend their individual ward round meetings where their views were requested and considered. Patients were able to describe medicines or treatments they were receiving and what they were for. Patients said they were involved in these decisions.

There were weekly ward community meetings where patients could express any concerns or feedback about the service. We reviewed the minutes of the weekly community meetings and noted them to be well attended. There was a set agenda and evidence of actions taken and feedback.

There was a patients council held every 6 weeks where patients again could give feedback. Actions from these meetings were shared with the registered manager and acted upon where possible. Actions taken forward included changes to meals, activities, and communication about staffing changes. Other comments included the noisiness of the emergency alarms, which managers were addressing.

There were patient and carer surveys. A recent patient discharge survey in January 2025 had a low response rate of one. The patient said they mostly felt safe and that the treatment helped them with obtaining discharge.

There were three carer leads to facilitate carer interactions and support.

We listen to and understand patient’s needs, views and wishes. We respond to these in that moment and will act to minimise any discomfort, concern or distress.

Staff were aware of and dealt with any specific risk issues and knew how to manage their care.

Staff identified and responded to changing risks to, or posed by, patients. Any new risks were discussed in the daily morning meeting and staff updated care plans and risk assessments in a timely manner. Managers ensured any actions were allocated to a specific staff member to complete.

Staff used de-escalation techniques to reduce the need for physical interventions when patients’ behaviours became heightened. Staff were trained in physical interventions. The physical interventions training directed staff to utilise distraction techniques and other methods to reduce patient distress.

We care about and promote the wellbeing of our staff, and we support and enable them to always deliver person centred care.

Staff felt respected, supported and valued. They felt positive and proud about working for the provider and their team

Staff had access to de-briefs following incidents, regular supervision and reflective practice sessions.

Staff had access to support for their own physical and emotional health needs through an occupational health service. There was a freedom to speak up guardian for staff to discuss concerns with.

The service’s staff sickness and absence were low.

The provider recognised staff success within the service. Individual staff were named and thanked during team meetings for being particularly hard working. This included domestic and catering staff as well as clinical staff. Staff awards and employee of the month were ideas that were being developed. There was an internal national awards scheme. A support worker had recently been recognised for their work as a multicultural ambassador, promoting inclusion.

Staff appraisals included conversations about career development and how it could be supported. One staff member had completed their training to be a registered nurse. Other staff had completed specialist training and progressed to safeguarding lead and freedom to speak up lead roles.