HCA Healthcare UK The Harborne Hospital

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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

This means we looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect.

This is the first assessment for the outpatient service. This key question has been rated as good.

This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity.

People who used the service told us they were treated with kindness and respect. Patients described staff as friendly, caring and spoke positively about how their dignity was maintained throughout their care.

The service provided changing rooms, lockers and clean dressing gowns for patients who needed to change before imaging procedures. Dressing gowns helped ensure patients remained appropriately covered and comfortable when moving between changing areas and scanning rooms.

Staff we spoke with demonstrated a compassionate approach and their priorities were to provide safe care and treatment. They explained how they maintained patients’ privacy and dignity during imaging examinations.

During the assessment we observed staff acting in a discreet and considerate manner. For example, during an ultrasound examination the patient was kept appropriately covered and staff remained mindful of maintaining dignity throughout the procedure. Staff also interacted with patients and those accompanying them in a respectful and supportive way.

The service also adjusted support for patients with additional needs. For example, MRI-friendly fidget spinners were available for autistic patients to help them remain calm during scans.

Patients told us they received clear aftercare instructions following their appointments, which contributed to a positive overall experience of the service.

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

People who used the service told us they were treated as individuals and that staff took their needs and preferences into account during imaging procedures. Patients said staff explained the scans clearly and in a way they could understand.

Staff told us that individual needs and preferences were considered before imaging took place and that they aimed to respect patients’ wishes wherever possible. For example, staff described supporting a patient with obsessive compulsive disorder by extending their appointment time so the patient could attend earlier and familiarise themselves with the scanning environment. The patient was given the opportunity to look at the equipment and provided with wipes to clean surfaces if they wished. Staff proceeded with the scan only when the patient felt comfortable and ready.

During the assessment we observed positive interactions between staff and patients. Staff took time to explain procedures and demonstrated an understanding of people’s individual needs and preferences.

Staff in the diagnostic imaging department had completed training in equality, diversity and human rights, as well as autism awareness, as part of the mandatory training programme. This supported staff to provide person-centred and inclusive care. Training records showed 100% compliance with equality and diversity training at the time of the assessment.

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

Patients told us they were given sufficient time to settle before imaging procedures began and that staff supported them while preparing for their scans. One patient said they appreciated being able to have their scan on the same day as their consultation, as it would have been difficult for them to return at another time.

During the assessment we observed radiology staff and a doctor carrying out an invasive procedure. Staff took time to explain the process and ensure the patient was comfortable throughout. The patient told us they were satisfied with the information provided and the aftercare they received.

The service 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.

Staff monitored patients closely during scans to ensure they remained comfortable. They told us scans would be paused if a patient requested this or if a patient experienced pain, anxiety or discomfort. Staff also carried out regular checks during procedures to ensure individual needs continued to be met.

We observed a breast MRI scan where the patient was offered the option to listen to music during the procedure and could choose their preferred type. During the scan the patient activated the emergency buzzer and the procedure was paused. Before entering the room, the radiographer drew the blinds to maintain privacy. As the examination required the patient’s breasts to be exposed, a female radiographer attended to check on the patient and address their concern.

Staff gave examples of how they responded to patients’ individual needs. For instance, they described supporting a patient who mentioned they had not eaten for some time and felt hungry when attending their appointment. The radiographer contacted the catering team to arrange a light lunch for the patient following their scan.

Patients were also supported with their emotional needs. During the assessment we observed staff providing calm and reassuring explanations and answering questions patients had about their scan. Patients spoke positively about how staff listened to them and offered reassurance when they felt anxious about undergoing imaging procedures.

The service always cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care.

Senior leaders demonstrated a commitment to promoting staff wellbeing and supporting staff to deliver person-centred care. During meetings we attended, leaders regularly discussed ways to support staff and ensure the department was able to continue delivering high-quality care.

Staff gave examples of the support they had received from leaders and line managers. For instance, one member of staff who had sustained a back injury described how managers had been supportive when they needed time away from work due to pain and had allowed flexibility to attend medical appointments when required.

Leaders recognised that the service had grown and acknowledged that existing staffing levels would need to increase to support demand. At the time of the assessment, recruitment for additional staff was underway. Staff told us they felt respected and valued by both the organisation and the senior leadership team and said they felt proud to work at the hospital.

Staff had access to a range of initiatives to support their health and wellbeing. Following completion of their probation period, staff were enrolled in the organisation’s private medical insurance scheme. Staff could also access urgent care services if required. In addition, the organisation operated an internal recognition scheme where staff could send messages of appreciation to colleagues through an online platform. These were linked to a points system which could be redeemed for rewards.

Leaders told us they were also reviewing staffing arrangements and working hours as part of their action plan to help support staff wellbeing and maintain a healthy work–life balance.

Results from the most recent staff survey showed an engagement score of 83%, with 91% of staff indicating they planned to remain with the organisation for more than a year. Staff we spoke with were positive about working at the hospital and felt supported by their colleagues and managers. Leaders also encouraged professional development, and radiology staff told us they were supported to progress their careers within the organisation. Staff also described how they actively considered ways the service could develop and improve and felt motivated to contribute to the hospital’s ongoing growth and success.