Independent Health Group Limited

We have not previously inspected this service. We rated it as outstanding because:

• The service had enough staff to provide innovative, holistic care for patients that kept them safe and promoted wellbeing beyond their clinical need. Staff had extensive training in key skills, understood how to protect patients from abuse, and managed safety well. The service controlled infection risk well. Staff assessed risks to patients, acted on them and kept good care records. They managed medicines well. The service managed safety incidents well and learned lessons from them.
• Staff provided care and treatment that went above and beyond expectations and that was holistic by nature.
• Managers monitored the effectiveness of the service through a programme of continual, ambitious auditing and benchmarking. They made sure staff were competent by providing an extensive programme of continual professional development.
• Staff worked well together for the benefit of patients and used a wide range of multidisciplinary opportunities to explore opportunities for improved care. Staff advised patients on how to lead healthier lives, supported them to make decisions about their care, and had access to good information. Key services were available seven days a week and staff sought an expansion of some services where this would improve patient outcomes.
• Staff treated patients with compassion and kindness, respected their privacy and dignity, took account of their individual needs, and helped them understand their conditions. This approach was fully embedded in all aspects of care. Staff provided individualised emotional support to patients, families and carers and adapted care delivery based on individual needs.
• The service planned care to meet the needs of people, took account of patients’ individual needs, and made it easy for people to give feedback. The service aimed to reduce waiting times for NHS patients and prioritised those who had already exceeded national maximum waiting times.
• Leaders ran services well using reliable information systems and supported staff to develop their skills through a programme of engagement. Staff understood the service’s vision and values, applied them in their work, and used provider standards to challenge the status quo. Staff felt respected, supported and valued. They were focused on the needs of patients receiving care and creating a working environment that promoted innovation and development. Staff were clear about their roles and accountabilities. The service engaged meaningfully with patients and the community to plan and manage services and all staff were committed to improving services through research and exploration of new evidence-based practice.