Roller Mill

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

This was the first assessment for this service. This key question was rated Good.

Clinicians deliver individual care by identifying patients' personal goals and using national guidance to support treatment. The remote model provided highly flexible access for individuals, especially those who were busy or had mobility issues. However, the service did not provide clear information on its inclusion and exclusion criteria to people at the point of referral. This meant that some people with high risks may experience a short delay before they are assessed and referred to other suitable care.

We have not awarded this service a score for Responsive.

Find out about when we will not publish a key question score and what we look at when we assess Responsive.

The service made sure people were at the centre of their care and treatment choices and they decided in partnership with people, how to respond to any relevant changes in people’s needs.

Clinicians focused on building trust with patients to understand their circumstances and perspectives.

At the start of treatment, staff identified individual recovery goals and clarified them during consultations. Clinicians discussed support options with patients and routinely shared accessible national guidance and online educational materials. This helped people understand their medical conditions and treatment choices.

The service understood the care needs of people so care was joined-up, flexible and supported choice and continuity.

The remote nature of the service meant that ongoing care options after Roller Mill varied depending on the healthcare resources available in the patient’s local area. To support safe transitions, administrative staff assisted clinicians in sending comprehensive care updates to patients' GPs or other services when treatment ended, subject to patient consent. Clinicians remained available to discuss care pathways with external health professionals if more information was requested.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The service gave information to people immediately upon receiving their referral. Information governance systems were robust and patient records were kept confidential. Patients could securely access all post-appointment summary letters and clinical documentation at any time through their personal online portal.

The service made it easy for people to share feedback and ideas or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result.

Patients receive information explaining how to raise concerns or lodge complaints. The service received 2 formal complaints in the last 12 months, one of which resulted in a fee refund.

However, whilst the provider requested feedback from people, response rates were low. This limited the service's ability to identify and address any recurring themes.

The service made sure that people could access the care, support and treatment they needed when they needed it.

The remote model provided unrestricted access to clinicians for individuals with who are busy did not want to travel or who have mobility issues. Staff made reasonable adjustments by focusing on communication needs and helping patients navigate the portal technology.

However, the introductory information sent to patients did not clearly explain the service's inclusion and exclusion criteria. Referrals from insurance providers often contained limited clinical detail and this meant patient expectations may not always align with the services able to be offered. Whilst the staff at Roller Mill were aware of the criteria, patients were not and this may cause delays for those with high-risk needs, who needed to access more appropriate urgent care.

Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

All staff completed mandatory training in equality, diversity, inclusion and human rights. Clinicians actively tailored their therapeutic approach to accommodate individual needs and supported patients in achieving their specific recovery goals.

The provider supported people to plan, ensuring they had sufficient time to make informed decisions about their future care.

Staff collaborated with patients to develop personalised care plans that reflected their future needs, choices and feelings. At the conclusion of the short-term treatment and with the patient's consent, staff ensured that relevant healthcare professionals received a summary of the care delivered by the service, alongside explicit recommendations for ongoing support. If a patient's risk levels escalated significantly during care, staff contacted external health services immediately to ensure patient safety.