Gladstones Clinic Cotswolds

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 means we looked for evidence that the service met people’s needs.

At our last assessment we rated this key question good. At this assessment the rating has remained good. The design, layout, and furnishings of the service supported clients’ treatment, privacy and dignity. The service met the needs of all clients – including those with a protected characteristic. The service treated concerns and complaints seriously, investigated them and learned lessons from the result.

This meant people’s needs were met through responsive organisation and delivery.

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.

We reviewed 8 care records and saw that staff had based their treatment around the clients individual needs and had involved them in the care planning process.

Staff supported clients to maintain contact with their families and carers.

Staff supported clients to access their chosen place of worship within the community.

We saw that in 1 case staff had not notified safeguarding or the CQC to an incident that should have been referred.

Information governance systems included confidentiality of patient records.

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

Staff made information leaflets available in languages spoken by clients.

Staff ensured carers, families and commissioners were regularly updated about the patient’s progress.

There had been 9 complaints in the 12 months before this inspection. No complaints were upheld and none were referred to the ombudsman. Many of these complaints were about seeking refunds, which the service does not offer.

Clients knew how to complain and raise concerns.

When patients complained or raised concerns, they received feedback.

Staff protected patients who raised concerns or complaints from discrimination and harassment.

Staff knew how to handle complaints appropriately.

Staff received feedback on the outcome of investigation of complaints and acted on the findings.

Staff ensured clients had access to post-discharge care through their ongoing support sessions for previous clients.

Staff planned for clients’ discharge with clients and this was documented in their recovery workbook.

Discharge was never delayed for other than clinical reasons.

Staff within the service and the wider organisation promoted a culture in which the people using the service felt empowered to give their views.

Staff were trained in equality, diversity, inclusion and human rights.

Staff supported clients to make decisions about their care and treatment and their future.

Staff created personalised care plans to account for the clients’ needs, wishes and feelings.

Staff ensured all healthcare professionals and other relevant bodies were involved in planning the care and treatment of people with complex needs.