Practice Plus Group Hospital - Barlborough

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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

We looked for evidence that patients were treated as individuals and with kindness, compassion and dignity. We checked that patients had independence and staff responded to their immediate needs. We checked that staff wellbeing was a priority.

At our last inspection we rated this key question as outstanding. At this inspection the rating has remained outstanding. Staff wellbeing was a priority. This meant that patients were with kindness, compassion and dignity and also treated as individuals. Staff responded to patients immediate needs and patients had independence.

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.

We scored the service as 4. The evidence showed an exceptional standard. The service was exceptional at treating patients with kindness, empathy and compassion and in how they respected patients’ privacy and dignity.

Staff treated patients with compassion and kindness, respected their privacy and dignity and took account of their individual needs. All patients we spoke to told us staff treated them well, and spoke highly of the care they received.

Staff introduced themselves to patients and explained their role. They took time to interact with patients and those close to them in a respectful and considerate way. This was evident in all the consultations we observed. Staff were attentive to people who were anxious or needed reassurance during the pre-surgery assessment process.

Staff were treated and assessed in private areas ensuring privacy and dignity, all pre-surgery assessments and tests were undertaken behind closed doors.

Confidentiality was maintained. Staff followed policy to keep patient care and treatment information confidential. Paper patient records were stored securely in a locked trolley.

We scored the service as 4. The evidence showed an exceptional standard. The service treated patients as individuals and was exceptional in how they made sure people’s care, support and treatment met people’s needs and preferences. The service took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

The service made adjustments for patients, people could access the premises and met patients’ specific communication needs. During surgical consultations staff discussed patients preferences, hobbies and day-to-day activities in detail, and considered the short- and long-term impact surgery would have on their lives.

Relatives and carers were encouraged to join patients in appointments to provide support. A mental health awareness and dementia resource folder was available to help staff better understand individual needs.

Staff ensured that patients could obtain information on their procedures and how to complain. Staff had access to information leaflets available in languages spoken by patients. Patients had access to interpreters.

Care pathways reflected patients’ procedures and individual needs. We reviewed patient records and saw that patients were allocated to the correct pathway for their surgery, supporting safe and personalised care planning.

The service sought and responded to feedback. We reviewed 28 hospital-wide complaints submitted in the last 12 months and saw evidence that the service took action in response. Learning was used to improve patient experience and address individual concerns.

We scored the service as 3. The evidence showed a good standard. The service promoted patients’ independence, so patients knew their rights and had choice and control over their own care, treatment and wellbeing.

Please refer to the surgery section in the report for this location for the main details about this quality statement.

Staff promoted choice and supported patients. During consultations staff asked patients about their choices and preferences regarding the surgery, and assessed patients wishes in order to suggest the best plan going forwards.

We scored the service as 3. The evidence showed a good standard. The service listened to and understood patients’ needs, views and wishes. Staff responded to patients’ needs in the moment and acted to minimise any discomfort, concern or distress.

Staff responded promptly to to patients’ immediate needs and ensured patients were comfortable whilst in the outpatients’ department. Patients told us they could approach staff with any queries, questions or concerns. The waiting area was observed by staff and they could respond if patients were in discomfort or distress.

During the preoperative consultation process staff listened to and understood people’s needs, views and wishes. Staff were empathetic and considerate of the stress associated with undergoing surgery.

We scored the service as 4. The evidence showed an exceptional standard. 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.

Please refer to the surgery section in the report for this location for the main details about this quality statement as many of the staff including consultants worked across both assessment service groups

Staff within the outpatients department had access to the resources and facilities they needed to work safely and maintain their wellbeing. The outpatients manager told us they had an open-door policy for staff and staff wellbeing was a priority. Staff we spoke to told us the service cared about them and promoted their wellbeing.