Ciconia Recovery London (Harley Street)

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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

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 changed to outstanding

Staff truly respected and valued as individuals; and empowered as partners in their care in an exceptional service.

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.

The service was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

Patients reported that staff were friendly, respectful and helpful. They told us that staff were ‘excellent’ and ‘brilliant’, very kind’ and ‘understanding’. Patients particularly spoke highly of the service manager and medical director stating that the doctor ‘changed their life’ and provided reassurance whilst going through treatment.

A patient said that staff provided good information, advice and emotional support at the time they needed it. Another patient fed back that staff provided them with help and advice after they had been discharged.

Staff were discreet and respectful when caring for patients. We observed staff describing patients in a thoughtful and respectful manner. Staff consistently spoke about patients in a respectful, caring and compassionate way during meetings. Staff demonstrated and encouraged optimism in their recovery journey. Staff knew their patients well and discussed their preferences when making decisions and information sharing.

Staff supported patients to understand and manage their care, treatment or condition. The patient satisfaction survey results showed that most patients felt staff explained to them their problem or condition.

Staff directed patients to other services when appropriate and, if required, supported them to access those services. Patients told us that staff shared information with their GP about their treatment plan. Two patients described staff referring them onto therapy and counselling services.

Patients believed that staff would respond to their needs quickly and efficiently, especially if they were in pain, discomfort, or distress. Two patients said they felt staff safe and supported even when they needed help and support in the evenings.

The patient satisfaction survey results showed that most patients felt that the amount of time that staff spent with them was great or good.

People’s privacy and dignity was respected and always upheld. Staff maintained the confidentiality of information about patients. Staff balanced the need for patient privacy and only involved other agencies when a patient’s safety was at risk.

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. Staff felt confident raising concerns to the manager.

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

Staff adjusted support patients where needed. Staff ensured disabled people’s access to the premises and offered appointments away from the premises to ensure that all patients could access the service.

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

Staff made information leaflets available in languages spoken by patients. Mental health questionnaires were translated into various different languages including Arabic. The service manager ensured that staff and patients had easy access to interpreters and/or signers. The staff team spoke several different languages between them including Somalian, Arabic, Albanian and Italian.

Staff ensured that patients had access to appropriate spiritual support.

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

People were supported to maintain relationships and networks that were important to them. Staff informed and involved families and carers appropriately. Care plans showed where staff had engaged with patient’s families to provide them with support. Records showed staff involving families in their loved one’s care and treatment. For example, patients having the support of a close friend or relative during their ADHD assessment as required.

People have access to activities and the local community to promote and support their independence, health and wellbeing.

There was a range of appropriate equipment to support and maximise people’s independence and outcomes from care and treatment.

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

Patients’ needs, views, wishes and comfort were a priority and staff quickly anticipated these to avoid any preventable discomfort, concern or distress. One patient said that staff referred them onto another service for support with their dyslexia. This resulted in them getting extra support within their education setting.

Another patient described how staff helped them apply for a work assessment and assistance. They also provided supporting letters to employers.

Staff were alerted to people’s needs and took time to observe, communicate and engage people in discussions about their immediate needs. Staff responded in an appropriate way to respect their wishes. Staff issued patients with a welcome pack explaining the service and treatment plans during the initial assessment.

Staff quickly recognised when people needed urgent help or support and used appropriate tools and technology to assist. Patients told us about when staff had contacted them later in the evening to help them.

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

Staff felt respected, supported and valued. Staff felt positive and proud about working for their team. The provider had recruited medical students on a rotational basis to support a diverse workforce and enhance career development and satisfaction.

Staff had access to support for their own physical and emotional health needs through an occupational health service.

The provider recognised staff success within the service.

Staff appraisals included conversations about career development and how it could be supported. The manager had organised for a member of staff to attend a coaching course to strengthen self-awareness and communication and to enhance career progression.