Spirit House

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

We looked for evidence that the service met people’s needs, and that staff treated people equally and without discrimination. This was the first inspection for this service since its registration with CQC. This key question has been rated as good.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service made sure people were at the centre of their care and treatment choices. They worked in partnership with individuals to determine the most appropriate response to any changes in their needs. A consultation was completed before individuals joined their programme to determine their needs. Wellbeing questionnaires were completed that were reviewed by the clinical team to allow personalised guidance and tailored recommendations. The service used patient feedback to identify areas of improvement to ensure patient satisfaction was optimum. Patients that left feedback through our ‘Give Feedback on Care’ process told us they really appreciated the personalised approach. Staff feedback told us that the organisation does not only treat the condition but helped people understand it to improve their quality of life in ways that mattered to the person.

The service understood the diverse needs of the local community and how treatment needed to be individualised and delivered in a way that met a person’s assessed needs. Information about peoples care and treatment needs was available to share between services as required. They tailored their services to meet the diverse needs of people and promoted health education and preventative care initiatives.

The service provided appropriate, accurate and up-to-date information in formats that were tailored to individual needs. All venues had access to Wi-Fi so they could access the appropriate software that provided the information needed. Information provided by the service met the Accessible Information Standard. Educational materials were available in different languages. The service regularly reviewed their communications methods to ensure the right message was effectively communicated. Patients gave feedback through our ‘Give Feedback on Care’ process and told us they felt informed and were given clear instructions about their treatment and choices in a way they understood. Patients were informed about how to access their care records. The service shared the patient summary discharge notes with their registered GP. The practice had a complaints policy and information about how to make a complaint was accessible to people.

People were routinely invited to provide feedback about their care and treatment. Feedback allowed the service to remain responsive to the needs and preferences of people. All people completing the pulmonary rehabilitation programme were asked to complete a satisfaction questionnaire. People received a digital link which was shared through multiple communication methods to capture a comprehensive view of experiences. This approach enabled timely, convenient, and inclusive feedback collection, allowing people to respond at a time that suited them. During face-to-face interactions, hard copy feedback forms were available to ensure patients who prefer offline methods can still share their thoughts. People on the weight management programme received a questionnaire every 3 months. People’s feedback was regularly reviewed and analysed to identify key themes, trends, and areas for improvement. An example of the service listening to feedback is that some people expressed the educational sessions were too long in one sitting, so they adapted the course and delivered the session in two parts. Alongside adapting course content, the service also improved communication to improve people’s experience. Positive feedback was also used to reinforce good practice and support staff development.

The service made sure that people could access the care, support and treatment they needed when they needed it. The service design was equity focused and created to be accessible to all. The pulmonary rehabilitation programme went through a transition to improve service capacity and accessibility. With all resources available online, this combated the barriers for those who were unable to attend face-to-face sessions. However, face to face sessions were still available for those who did not have access to the internet or if this was their preference. The online platform allowed people to contact clinicians for support and guidance at any time. The remote, flexible care meant this service could be delivered to any person regardless of the location.

People were very positive about their experience using the service and the outcomes of their treatment. Staff understood the importance of providing an inclusive approach to care and made adjustments to support equity in people’s experience and outcomes. Staff treated people equally, without discrimination. Leaders proactively sought ways to address any barriers and evolve their service provision in line with patient needs to improve people’s experiences. For example, leadership introduced new, targeted education programmes; new patient information leaflets to better support people through their weight loss journey and new and additional questionnaires for people during pulmonary rehabilitation to help promote engagement and compliance.

People were supported to plan their care and treatment and the provider ensured people had enough time to make informed decisions about their future. The provider kept consultation notes for each person they treated, and treatment plans were discussed with service users and modified as needed.