Cygnet Hospital Clifton

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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. At the previous inspection, this key question was rated good. At this assessment, the rating has remained good.

Staff treated patients with kindness, compassion and dignity. Staff treated patients as individuals and enabled independence, choice and control. Staff responded to patients’ immediate needs and the leaders ensured workforce wellbeing.

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 evidence showed a good standard. The service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

During the assessment, we observed staff consistently treating patients with kindness, compassion, and respect. Interactions were warm, professional and person centred, and staff demonstrated a good understanding of patients' individual needs, personal circumstances and recovery goals. Patients appeared comfortable approaching staff for support and guidance, and staff responded in a caring and timely manner. 

Patients and carers provided positive feedback about the quality of relationships they had developed with staff. One patient told us

“If discussions or decisions around my care are changing then this is discussed with me first. I feel included and able to express my views and wishes.” 

Another patient said

“If staff are busy they always come back and speak to me later.” 

Carers were equally positive about their experiences of the service. One relative told us  

“Since being at Cygnet he (my relative) has turned into a new man.” 

Another described communication and support from staff as  

“Beyond exceptional.” 

Throughout our visit, we saw staff uphold patients' privacy, dignity and individuality. Staff understood the importance of therapeutic relationships and worked in a way that promoted trust, respect and recovery. Patients were treated as individuals and were encouraged to participate in decisions about their care and treatment. 

Feedback from advocacy services, carers and external professionals further supported our findings that care was delivered in a compassionate, respectful and recovery-focused manner.

The evidence showed a good standard. 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, aspirations, culture and unique backgrounds and protected characteristics.

Staff recognised and respected patients as individuals and demonstrated an understanding of the importance of identity, culture, personal preferences and lived experience when delivering care and treatment. Patients were encouraged to express what was important to them and staff adapted their approach to reflect individual needs and circumstances. 

The service promoted an inclusive culture where patients were supported to be themselves and express their identity safely. Staff demonstrated awareness of equality, diversity and inclusion principles and understood the importance of supporting patients from LGBTQ+ communities. During the assessment, staff described how preferred names and pronouns were identified and respected, and we saw evidence of these being reflected within care records and day-to-day interactions. Staff explained that creating an environment where people felt accepted and respected formed an important part of supporting recovery and wellbeing. 

Staff recognised the importance of meeting individual communication needs. Staff used adapted resources, easy-read materials, visual information and personalised approaches to support patients to understand information and communicate their views effectively. This helped ensure patients were able to participate fully in discussions regarding their care and treatment. 

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

The service promoted independence, choice and control through a rehabilitation-focused approach that encouraged patients to take increasing responsibility for their daily lives and recovery. Staff worked collaboratively with patients to identify goals and support progression through the rehabilitation pathway at a pace that suited individual needs and risks. 

Staff used a least restrictive approach and ensured patients had access to a range of opportunities designed to increase independence. Staff developed individualised risk assessments which supported patients to access community leave, personal possessions, smartphones, garden areas, activities of daily living kitchens, and meaningful rehabilitation activities. Staff encouraged patients to make choices about their daily routines, treatment and recovery goals wherever possible. 

Advocacy support was readily available and provided an independent voice to help patients understand their rights and ensure their views were represented. Independent advocates regularly attended the service and supported patients during ward rounds, CPA reviews, Hospital Managers' hearings and treatment discussions. During the reporting period reviewed as part of this assessment, advocacy services completed 297 contacts with patients in 12 months.

Staff focused on developing practical skills and confidence for life beyond hospital. OT programmes supported patients to increase independence, develop daily living skills, access education and vocational opportunities, and build confidence within the community. We reviewed examples of patients making significant progress towards greater independence and successful community reintegration, including a patient who staff had supported to develop digital literacy skills, use public transport independently and prepare for discharge into the community. 

The service also recognised the importance of maintaining relationships with family and carers. Staff supported patients to maintain contact with those important to them, and families were actively involved in care reviews, treatment planning and discharge discussions where appropriate. The service's commitment to carer involvement was reflected in its achievement of Triangle of Care Star 1 Accreditation during 2025. 

The evidence showed a good standard. 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 demonstrated a detailed understanding of individual patients and their presentation, enabling them to recognise patient changes quickly and respond appropriately. Staff reflected patients' preferences, early warning signs, coping strategies and support requirements within care records, which informed day-to-day care. 

Staff responded promptly when patients became distressed or required additional support. Through positive therapeutic relationships and a good understanding of individual triggers and warning signs, staff were able to intervene early and prevent situations from escalating. We observed staff using effective verbal de-escalation techniques, reassurance and therapeutic engagement to support patients experiencing difficulties. Staff remained calm, respectful and responsive, helping patients manage distress whilst maintaining their dignity and promoting recovery.

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

Leaders demonstrated a clear commitment to supporting staff wellbeing, development and retention. Staff consistently described leaders as visible, approachable and supportive, and told us they felt valued by the leadership team. The service benefited from a stable workforce, with no vacancies at the time of the assessment, which contributed to continuity of care and positive working relationships across teams. 

Staff had access to a range of health and wellbeing initiatives, including the organisation's employee assistance programme, occupational health services, reflective practice, Freedom to Speak Up (FTSU) support and regular supervision. Leaders promoted an open culture where staff felt comfortable seeking support, raising concerns, and discussing challenges affecting their wellbeing or practice. 

The service actively recognised and celebrated staff contributions across all professional groups. Staff told us about a range of appreciation and recognition events throughout the year, including Nurse Appreciation Day, Healthcare Support Worker Appreciation Day, Occupational Therapy Day and multidisciplinary team celebration events. These initiatives helped acknowledge staff achievements and reinforced a culture where people felt respected and valued for their contribution to patient care. 

Leaders were responsive to individual staff needs and supported flexible approaches where possible to help maintain a positive work-life balance. Staff spoke positively about teamwork within the hospital and described a culture where colleagues supported one another and shared responsibility for delivering high-quality, recovery-focused care. 

Staff felt supported, appreciated, and able to contribute positively to the service, which helped create an environment where patients received care from a motivated and engaged workforce.