The Elms

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

We assessed 1 quality statement under the caring key question. Patients received care that waskind, compassionate and respectful. Staff protected patients’ privacy and were aware of the importance of confidentiality.

Find out what we look at when we assess this area in our information about our new Single assessment framework.

Staff promoted a culture of respect, dignity, compassion and confidentiality. This was reflected in the provider’s website and written materials, which clearly communicated these values to patients.

Patients were welcomed in a supportive and sensitive manner. On arrival, patients were greeted personally by the crisis worker, who explained how the service operated and outlined their role in supporting the patient throughout their visit. This staff member described to us how they helped build a trusting and open relationship with patients, and some of the practical ways they supported them through their visit to the service.

Staff gave us examples of where they hadprovided caring support topatients. For example, staff had arranged urgent mental health support for one patient and adapted their approach to enable another patient to spend less time at the service in line with their needs.

The service had been designed to maintain patients’ privacy and dignity. It was located discreetly within the grounds of the hospital, with a separate entrance and parking available directly outside for patients and carers.

Staff maintained patient confidentiality throughout their care. Examination couches could be screened using a portable privacy screen where required. Patients also had access to private bathroom facilities, including showers, to use following their examination. Patient records were stored securely in locked, fireproof cabinets. Robust processes were in place to ensure that intimate images taken during examinations were managed securely and in accordance with confidentiality requirements.

The environment had been designed to support patients’ emotional wellbeing. A dedicated paediatric room was available, which had been designed to feel less clinical, with a colourful mural and a range of age-appropriate toys, books and games to provide distraction for children.

Refreshments including hot and cold drinks and snacks were available for patients during their visit.

Patients were provided with appropriate care items to support their wellbeing following examination. Adult patients received a care bag containing toiletries, while children were given a ‘buddy bag’ with age-appropriate items.

At the end of each contact, patients were provided with a comprehensive care summary. This included details of their assessment and treatment, information on onward referrals, guidance on how to raise concerns or complaints, and a feedback form. Information about additional support services for both patients and their representatives was also included.

All patients who attended the SARC received a phone call following their visit so that staff could check on their welfare and offer additional support if needed.

Staff supported patients who chose not to immediately involve the police. For patients who self-referred, forensic samples could be securely stored for up to 2 years. This allowed patients sufficient time to consider whether they wished to pursue further action later.

The judgement for Treating people as individuals is based on the latest evidence we assessed for the Caring key question.

The judgement for Independence, choice and control is based on the latest evidence we assessed for the Caring key question.

The judgement for Responding to people’s immediate needs is based on the latest evidence we assessed for the Caring key question.

The judgement for Workforce wellbeing and enablement is based on the latest evidence we assessed for the Caring key question.