Beverley 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 rated this key question as Good. This meant staff managed beds well. A bed was available when a patient needed one. Patients did not have to stay in hospital when they were well enough to leave. The design, layout, and furnishings of the ward supported patients’ treatment, privacy and dignity. Staff supported patients with activities outside the service, such as work, education and family relationships. The service met the needs of all patients – including those with a protected characteristic. Staff helped patients with communication, advocacy and cultural and spiritual support. The service treated concerns and complaints seriously, investigated them and learned lessons from the result.

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.

People and their relatives told us that the care they received was excellent and it was delivered in a way that met their needs and choices. People said staff engaged them in conversations about what they wanted to do and that there was a wide range of activities for them to participate in. Relatives told us the Carer’s Events were very useful and involved discussion with them as well as knowing what the staff do to support people.

People had access to the courtyard too. One relative told us they visited the service for open days and there is always nice food presented, and the place feels comfortable.
 

Staff told us they supported people to meet their needs in a personalised way. Staff respected the needs of the people such as cultural, psychological, physical and social needs when planning and developing their care and treatment plans. Staff enjoyed working with the people to meet their needs and listened to what would help them meet their goals in life. Staff ensured care plans were person centred and kept up to date as well as identifying any risks to implement a risk management plan.

We observed care plans which covered areas of keeping safe, keeping well, keeping connected and keeping healthy. Staff ensured person-centred care through care planning, provider policies, processes and training.

We observed the involvement of psychology, occupational therapists, physical health, health care assistants, nurses and the doctor to ensure people received person centred care and treatment with reasonable adjustments where necessary.
 

Staff ensured peoples’ views including their needs were reflected in the care plans. Staff followed processes to ensure the person had input into writing their own statements into the care plans which included their goals and what was important to them. Staff followed these processes to ensure care plans were personalised, holistic and recovery orientated.

People told us staff supported them through their care provision and they had access to community services they required, such as going to the gym, shopping and meeting family. People said staff listened to their feedback in community meetings.

Staff and leaders told us they knew how to support people to meet their diverse health and care needs. Staff said they met peoples’ specific requirements, such as, food menu choices and their likes and dislikes. Staff told us they supported peoples’ needs to make them feel comfortable.

Staff followed processes when supporting people to ensure their care and treatment was delivered in a way that assessed their needs from admission, throughout treatment and during their transition and discharge. This was evidenced in care records MDT meetings we reviewed.

People told us staff provided them with information they needed about their care and treatment. People and relatives told us they received clear information, and they knew who to speak to if they were unsure about something.

Staff supported people to use communication methods which were accessible to them and to meet their individual needs. Staff assessed communication needs during the pre-admission process. Staff used flash cards to support people with non-verbal communication.

The service displayed posters and signs for people and staff. Staff recorded peoples’ communication needs in care records and recorded discussions they had with people about their care and treatment needs.

People and relatives told us there was good communication between them and the staff and they received updated information. People and relatives were involved in conversations from admission and were supported through carer’s events as well. Relatives told us they knew what to do to feedback any concerns or positive information.

Staff and senior leaders told us they encouraged feedback from people and their relatives to improve the quality of the service and meet individual needs. Staff listened to people and their choices when providing care and treatment. This was evidenced in therapeutic activities, food choices and psychological interventions.

We observed staff supporting 5 people with their choice of care and treatment. People were communicating positively to staff and could choose what they wanted to do.

The provider had processes in place for people and their relatives if they wanted to complain about the service. Staff took Peoples’ requests into account when planning activities and sharing ideas of what would help them and other people to improve their care and treatment.

People and relatives told us they received access to care and treatment in a timely way. People told us staff involved and informed them about their care and treatment and openly welcomed their relatives to ask any questions.

The provider had a clear admission process, and the service was accessible. Staff addressed communication needs addressed during admission.

People’ told us staff took into account their needs and feedback about their care and treatment, including how they liked to be supported.

Senior leaders and managers told us staff reviewed activities and groups taking place daily to ensure people were supported to access these. Staff took peoples’ views into account to support their experience and outcomes.

The provider had processes in place to improve people’s experience of the service and their choice of care and treatment. People could choose from a range of activities to support them with positive outcomes and there was equity of choice.

People told us that staff supported them to make choices about their care and plan for the future. They said staff helped them set individualised goals. People told us the service and staff helped them to improve, and they knew what to do when they were discharged.

Staff told us they worked with people to help them achieve their goals and supported them with their care and treatment. Staff said MDT discussions ensured staff knew what the current and future plans were for each person.

The provider had clear recorded processes to ensure staff supported people through discharge planning so that they could move on in their rehabilitation journey.
We observed in care records that staff involved people in longer term planning. Staff supported people to transition to less intensive care settings, including supported living and independent living. Staff referred people for more specialised care where necessary, such as an ED (Eating Disorder) unit.