Medserena Upright MRI Centre

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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

Our rating of caring stayed the same. We rated caring as good.

Staff treated people with compassion, empathy and kindness, respected their privacy and dignity and took account of their individual needs and choices. Staff listened to people and treated them as individuals. The service had systems in place to support staff with their wellbeing, safe working and emotional support.

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.

People who used the service told us staff treated them well and with kindness. They told us staff were friendly and caring and gave us positive feedback about ways in which staff showed them respect and ensured that their dignity was maintained.

All the staff we spoke with were caring and compassionate and were committed to providing safe care and treatment. Staff told us they treated people with respect and were able to explain how they maintained people’s privacy and dignity during scan procedures.

People undergoing scans were fully clothed and staff were able to provide single-use gowns if people felt uncomfortable or their clothing was not appropriate for the scan.

Staff also provided people with ear protection to reduce the impact of machine noise during the scanning process.

We observed staff being discreet and responsive when caring for people who used the service. Staff took time to interact with people and those close to them in a respectful and considerate way.

We saw people were treated with dignity, compassion and empathy. Staff spoke with people discreetly to maintain their confidentiality.

Stakeholders and service partners told us they had a good relationship with the staff and managers at the service. They told us staff treated them and the people who used the service with kindness, dignity, and respect.

People who use the service told us staff treated them as individuals and took their needs and preferences into account when undertaking scan procedures. They told us staff clearly explained the scan procedures to them in a way they understood.

Staff told us people’s needs and preferences were assessed prior to undertaking scan procedures and they respected people’s wishes where possible.

Relatives of people who used the service told us they were well supported by staff and were regularly offered refreshments while they waited for people’s scans to be completed.

Staff gave an example where they supported a person to keep their pet with them in the waiting area as this helped them to relax. Staff told us they had then deep-cleaned the area following their visit.

We observed positive interactions between staff and people who used the service. Staff took time to explain what they were doing and demonstrated a good understanding of people’s individual needs and preferences.

People who use the service told us staff respected their wishes and enabled flexibility around appointment times and choices around the way scans were undertaken in a way they were comfortable with. Staff told us they listened to people and promoted independence as much as possible.

People told us staff allowed them sufficient time to settle in before commencing scan procedures. Staff provided assistance to people whilst getting seated on the upright scanner, if they needed it.

People told us they felt comfortable asking for help when they needed it and could pause the scan if they felt uncomfortable or needed to rest during a longer scan.

The service had a chaperone process to support people if they needed it.

Staff told us they closely monitored people during their scan to check they were comfortable. They told us they would immediately pause the scan if a person requested this or if a person experienced any pain, anxiety or discomfort. Staff told us they carried out regular checks and included rest breaks during longer scans.

People told us they were supported with their emotional needs. They told us staff were calm and reassuring and answered any questions they had about their scan. People spoke positively about the way staff listened to them and provided them with support and reassurance when they felt nervous or anxious about undertaking their scan procedure.

We observed staff speaking with people in a calm and reassuring manner and saw staff supported a person to help them relax before commencing their scan.

All the staff we spoke with told us they received good support from their line managers. Staff told us their workload was manageable, and they had regular breaks during their shift. Managers told us they routinely engaged with staff and supported them with training and development opportunities to develop a positive team culture.

Staff could access employee support programmes for counselling, health insurance and wellbeing support. The service had initiatives to support staff workloads, including flexible shift adjustments and allocation of staff duties to balance workloads.

Staff spoke positively about the wider support they received, including access to external occupational health and human resources support.