The Westbourne Centre

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

The service worked with patients to understand and manage risks. Care met patients' needs in a way which was safe and supportive and enabled them to do the things that mattered to them.

When people communicated their needs, emotions or distress, staff could manage this in a positive way which protects their rights and dignity and maximised learning for the future about the causes of their distress.

We looked for evidence that patient were treated with kindness, empathy and compassion. We assessed the levels of patient’s privacy and dignity afforded to patients. We asked patients to tell us about their experiences, if they were respected, if they understood that they and their experience of how they were treated and supported mattered. We also looked for evidence that every effort was made to take patient’s wishes into account and respect their choices, to achieve the best possible outcomes for them.

At our last assessment we rated this key question good. At this assessment the rating has remained good.

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 patient with kindness, empathy, and compassion and in how they respected patient’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

Staff treated patients’ with compassion and kindness, respected their privacy and dignity, and took account of their individual needs.

Staff introduced themselves to patients’ and explained their roles. They were discreet and responsive when providing care and took time to interact with patients in a respectful and considerate way. Staff maintained confidentiality and avoided discussing personal information where conversations could be overheard.

Staff recognised and responded to patients' emotional needs. In the anaesthetic room, staff reassured patients who were anxious about their procedure and took steps to create a calm and supportive environment.

Comments received were overwhelmingly positive about the kindness and compassion shown by staff. People described staff as "friendly, caring and professional from consultation through to discharge" and praised the support they received throughout their treatment journey. One person said staff were "so incredibly patient and understanding", while another said staff made them feel "completely at ease".

Staff consistently went above and beyond to support people. Staff described supporting a patient with visual impairment who travelled independently by train to attend appointments. Following appointments, a member of staff accompanied the patient to the railway station and remained with them until they had safely boarded their train.

Patients were supported to make informed decisions about their care. Comments described consultants taking time to explain procedures, risks and treatment options and ensuring people felt fully informed before deciding whether to proceed with treatment.

The service treated patients as individuals and was exceptional in how they made sure patient’s care, support and treatment met patient’s needs and preferences. The service took account of patient’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Staff understood and respected the personal, cultural, social and religious needs of patients and how these related to their care needs. Patients consistently described being treated with dignity, compassion and respect. For example, one patient told us a staff member "kindly locked the door so I could remove my hijab. That was extremely thoughtful, and I really respect her for that." Patients also told us staff took time to understand their individual concerns and provide personalised support. One patient said staff "made me feel as though I was the most important patient of the day", while another commented that staff "actually goes out of their way to help you." Feedback also highlighted that staff were "friendly, caring and professional from consultation through to discharge", helping patients feel valued, listened to and supported throughout their care journey. Staff had completed Equality, Diversity and Human Rights Level 1 training, with a compliance rate of 100%, supporting their ability to provide inclusive, person-centred care.

Feedback was gathered through patient surveys and concerns were responded to. Patient feedback was actively shared with staff and used to support service improvements and enhance patient experience. Patients consistently reported feeling listened to, involved in decisions about their care and supported to make informed choices.

We reviewed 7 care plans and saw these were tailored to individual needs and circumstances. Care plans reflected patients' preferences, needs and support requirements and demonstrated a person-centred approach to care. This was supported by patient feedback, with patients describing staff as "professional and understanding people" who "took the time to listen to my concerns" and provided reassurance throughout their care.

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

Patients were supported to make informed decisions about their treatment through clear and accessible information provided throughout their care journey. Staff routinely checked patients' understanding at key stages, including during discussions about treatment options, the consent process, and the risks and benefits of surgery. Interpreter services were available when required, and information was provided in a range of formats, including verbal explanations and written leaflets, to meet individual needs and promote understanding.

Patients were given the information necessary to exercise choice and control over decisions relating to their care. During initial consultations, staff gathered relevant information, explained treatment options, and allowed patients sufficient time to consider their decisions and ask questions. Patients also benefitted from a two-week cooling-off period before proceeding with surgery, providing additional time to reflect on the information provided and ensure they were comfortable with their decision.

During the inspection, we observed a surgeon speaking with a patient prior to surgery. The surgeon provided a comprehensive explanation of the procedure, including the associated risks and expected outcomes, and checked the patient's understanding. The patient was encouraged to ask questions and raise concerns, which were addressed openly and professionally. This helped ensure the patient had the information and reassurance they needed to make an informed decision about their treatment.

The staff listened to and understood patient’s needs, views and wishes. Staff responded to patient’s needs in the moment and acted to minimise any discomfort, concern or distress.

People's immediate needs were responded to promptly throughout their care and treatment. Information reviewed during the inspection demonstrated staff were attentive to individual needs and provided timely support, reassurance and information. Staff recognised the anxiety people could experience before procedures and took steps to ensure they felt supported. One person described being “scared to death” before treatment and said the consultant “put me at ease and explained the job to be done”.

The service demonstrated a proactive approach to supporting people both during and after treatment. Information reviewed showed follow-up calls and emails were used to check on people's recovery and wellbeing, alongside clear aftercare guidance and access to support outside normal working hours. Staff also proactively sought feedback from people using the service and acted promptly when concerns were raised, demonstrating a commitment to continuously improving people's experiences. One person described the aftercare service as “brilliant”, commenting there was “always someone on hand to call” outside normal working hours.

Staff also responded promptly when concerns arose following treatment. One person who experienced difficulties with post-operative eye drops said they were able to contact staff “immediately” and that the issue was “swiftly fixed”, adding that “nothing was too much trouble.” This demonstrated staff were responsive to people's needs and ensured support was available when required. The proactive approach taken by staff contributed to the service receiving no formal complaints and very few verbal complaints during the period reviewed.

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

People working within the service were able to provide feedback, raise concerns and suggest improvements. They told us they felt able to speak up and were confident concerns would be listened to and acted upon. Staff told us they could raise issues with senior leaders and colleagues and felt supported to do so.

Teams worked collaboratively and had opportunities to learn together through multidisciplinary training, team meetings and shared learning activities. Senior leaders told us they regularly held team days and staff events to promote wellbeing, engagement and teamwork.

People working within the service had access to wellbeing support and personalised measures to meet their individual needs. Staff survey results showed 74% of respondents felt able to maintain a healthy work-life balance, 74% felt supported to adapt to change and 77% felt positive about themselves at work.

Staff felt valued and supported by leaders. One staff member told us they had been supported to move into a different role to facilitate flexible working arrangements and achieve a better work-life balance.

Engagement was positive. Survey results showed 79% of respondents would recommend the organisation as a great place to work and 77% said their work gave them a sense of personal accomplishment.