Gladstones Clinic Cotswolds

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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 our last assessment we rated this key question good. At this assessment the rating has remained good. Staff treated clients with compassion and kindness. They respected clients’ privacy and dignity. They understood the individual needs of clients and supported clients to understand and manage their care, treatment or condition. Staff involved clients in care planning and risk assessment and actively sought their feedback on the quality of care provided. Staff informed and involved families and carers appropriately. However, we saw that there was a blanket restriction on the use of protein drinks.

This meant people were supported and treated with dignity and respect; and involved 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.

Staff attitudes and behaviours when interacting with clients showed that they were discreet, respectful and responsive, providing clients with help, emotional support and advice at the time they needed it.

Staff supported clients to understand and manage their care, treatment or condition.

Clients said staff treated them well and behaved appropriately towards them.

Staff understood the individual needs of clients, including their personal, cultural, social and religious needs.

Staff said they could raise concerns about disrespectful, discriminatory or abusive behaviour or attitudes towards patients without fear of the consequences.

Staff maintained the confidentiality of information about clients.

Staff ensured that clients could obtain information on treatments, local services, patients’ rights, and how to complain.

The information provided was in a form accessible to the particular client group

Staff made information leaflets available in the clients native language.

Patients had a choice of food to meet their dietary requirements. This included options for religious and ethnic groups. The service took account of allergies and intolerances.

There was an established set of house rules that helped clients understand what was expected of them and what they could expect of others and expectations, which clients were required to agree to before treatment. However, we noticed that some of these rules (no protein drinks) were overly restrictive.

Staff were aware of and dealt with any specific risk issues, such as falls and care planned for these accordingly.

Staff identified and responded to changing risks to keep clients safe.

Staff used de-escalation techniques to reduce the need for physical interventions when clients’ behaviours became heightened.

Staff felt respected, supported and valued.

Staff felt positive and proud about working for the provider and their team.

Sickness among staff was low.

Staff appraisals included conversations about career development and how it could be supported.