Spire Fylde Coast 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

At our last assessment we rated this key question as good. At this assessment, the rating has remained 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. Staff treated colleagues from other organisations with kindness and respect.

Staff treated patients with kindness, compassion and dignity in the way care was planned and delivered and took account of their individual needs.

Staff introduced themselves to patients and said what their role was. Staff were discreet and responsive when caring for patients. They took their time to interact with patients and those close to them in a respectful and considerate way. Staff avoided holding private conversations over patients.

Staff in the anaesthetic room responded to patients anxieties about their operation and took steps to reduce the stress within the environment. Patients who were very young or who had cognitive impairment were able to have somebody familiar with them.

In theatres patients were covered as far as possible and not unduly exposed. Staff were respectful to the anaesthetised patients. On wards and when moving around the hospital, patients were encouraged and supported to be dressed or always covered.

Patients said staff treated them well and with Kindness.

We spoke with 3 patients and reviewed a number of online comments, all of which were positive about staff attitudes and care. During the inspection, we observed staff communicating clearly and kindly with patients, showing respect and understanding at all times. This approach helped build trust and ensured patients felt comfortable and well cared for.

The evidence showed an exceptional standard. The service treated patient as individuals and made sure patient’s care, support and treatment met patient’s needs and preferences. Staff took account of patient’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People’s individual needs and preferences were at the heart of the service, which delivered a fully tailored, holistic care experience. Patients care and treatment was individualised to meet their needs. Care and treatment was planned with the patients and they were aware of their care, treatment and hospital stay. Staff recognised and respected the totality of patient’s needs. They always took patient’s personal, cultural, social, and religious needs into account, and find innovative ways to meet them.

Staff used a range of supportive resources, including faith boxes, dementia boxes and neurodiversity boxes, to meet each patient’s personal, emotional and spiritual needs. These resources helped staff provide care that was tailored to individual preferences, supporting comfort, orientation and sensory needs. For patients living with dementia or cognitive impairment, staff encouraged families to provide personal items such as photographs to help with familiarity and reassurance, which supported patients’ sense of identity and wellbeing.

Staff spoke positively about these approaches and described how they helped patients feel calmer, understood and respected. They explained how sensory items could reduce anxiety for patients who may find the clinical environment overwhelming. During the inspection, we observed staff delivering care in a personalised and respectful way.

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

We saw patients were encouraged to be as independent as soon as they were able following surgery. This included becoming mobile and able to move around the ward area, toilets and bathroom. Physiotherapists provided exercise routines when needed and supported patients who wanted to take control of their medicines were enabled to do so. We saw there was secure arrangements for them to access their own medicines by the bedside.

The staff listened to and understood patient’s needs, views and wishes. Staff responded to patient’s needs in the moment and acted to minimise any discomfort, concern or distress. 

Patients could summon staff with a call bell and staff frequently went to their rooms to assess their needs. Staff observed patients and intervened where they saw people were uncomfortable, uncovered or distressed. People appeared well cared for, clean and with the items they needed such as glasses or walking aids close by. Staff encouraged people, where able, to eat and drink sufficient to maintain health. 

There were emergency call bells sited close to each bed and in recovery and theatre to ensure staff could call for additional and expert help could be summoned quickly.  

People who used mobility aids such as walking frames or crutches had them close by and were assisted to use them until they regained their usual level of mobility.  

Staff gave patients and those close to them help, emotional support and advice when they needed it. They were empathetic and considerate of the stress of a theatre environment.  

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

Staff had access to resources and facilities for safe working. This included being able to take breaks, designated rest areas for duty doctors, drink and food out of hours and drinking water. The resident medical officer had access to private sleeping, changing, showering and toilet facilities.  

Staff also had access to same-sex changing facilities.

Staff were able to provide feedback, raise concerns and suggest ways to improve the service or staff experiences and could expect a response.  

Staff spoke positively about leadership and described line managers as supportive and approachable. Teams reported good morale and a strong sense of teamwork, with a collaborative and respectful working environment. There were clear opportunities for staff development, with active engagement in training and learning. Departments showed pride in their work and in maintaining high standards of quality.

This positive culture supported workforce wellbeing and enablement, as staff felt valued, supported and motivated in their roles. In turn, this helped them provide high-quality care and continue to develop their skills, contributing to a strong and effective service.

Staff felt supported in their roles, which contributed to the positive culture of care. They told us they enjoyed working at the service and felt valued. Occupational Health support was available, and staff could refer themselves for support, including psychological wellbeing. This supportive environment enabled staff to provide compassionate, patient-focused care.

Additional support was provided for overseas staff to help them adapt to local practice. The service also promoted equality, diversity and inclusion, with staff networks in place, including those for mental health and lesbian, gay, bisexual, transgender and queer plus (LGBTQ+) staff, with designated lead roles to support inclusive practice. Overall, staffing arrangements supported safe, effective and inclusive care delivery.