Nuffield Health - Farnham Also known as Nuffield Health Fitness & Wellbeing Centre Farnham

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 looked for evidence that the service involved people and treated them with compassion, kindness, dignity, and respect.

This is the first rated inspection for this service. At our last inspection in July 2018, we found the provider was caring in accordance with the relevant regulations. This key question has been rated as good.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

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.

Arrangements were in place to promote privacy during consultations. Feedback reflected people felt listened to and were treated with kindness.

The service treated people as individuals and made sure people’s care, and support met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

People’s communication needs were met to enable them to be fully involved in their care.

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

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

Staff we spoke with knew the process for referral to emergency support, including mental health crisis teams.

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

Staff told us they were valued by leaders. Leaders had taken steps to recognise and meet the wellbeing needs of staff. Staff felt the work life balance was good and there was sufficient flexibility in the system to enable them to respond to individual emergencies. Staff had been enabled and their skills valued.

Staff we spoke with told us about an employee voice engagement survey. This enabled staff to provide feedback, either through an email invitation or a QR code/weblink. All staff were encouraged to provide constructive feedback. The provider was engaging with staff by holding staff listening groups around the provider’s 5 ambitions and how these related to the staff member, their day-to-day work, and what support was needed to help embed them in practice.