18 January and 9 March 2011
During a routine inspection
Overall the patient satisfaction survey told us that respondents were satisfied with the support to:
Understand their rights
Communicate their needs and wishes
Be involved in their reviews and planning meetings
Help become more independent.
The results of the survey also told us that overall patients felt that:
The environment they lived in was secure.
They had choice about the staff who support them and that they had control over how they spent their money
The environment they lived in was clean.
Staff are helpful and welcoming.
They were involved in all reviews and planning meetings that take place.
However the survey also told us that only 61% knew how to make a complaint / compliment about the service they received. This issue was addressed with an action plan to improve publicity of the complaints process.
A patient and relatives meeting is held on a regular basis and example meeting minutes were submitted as evidence. The relatives and service user meeting example (October 2010) demonstrated that a number of patients and their family expressed satisfaction with the service at Hillcote.
More recently REACH reviews are undertaken for all service users. A REACH review includes speaking to and observing patients to obtain their views and involve them in their individual service plans or health action plans.
The Health Action Plan (HAP) is an individual plan of care that is developed with involvement and feedback by the patient themselves and their carers or families. An example of an individualised support plan was submitted as evidence. This demonstrated the person centred plan of care for the patient. The patient stated in one part of the plan that they were involved in the assessment process.