Life Through The Lens - Stoke Centre

This means we looked for evidence that the service met people’s needs.

At our last assessment we rated this key question Good. At this assessment, the rating has changed to Requires improvement.

We looked for evidence that people and communities were always at the centre of how care was planned and delivered. We checked that the health and care needs of people and communities were understood, and they were actively involved in planning care that met these needs. We also looked for evidence that people could access care in ways that met their personal circumstances and protected equality characteristics.

This key question has been rated Requires improvement: This meant people’s needs were not always met.

Staff did not make leaflets available to service users in other languages. They did not ensure staff had access to interpreters and information was not available in accessible formats.

Staff told us and we heard from service users that if the scan was unclear for any reason or if the service user were unhappy with the outcome of any scan, they would be rescanned at no extra cost. Service users were happy with the time they had to wait for an appointment. There were no waiting lists for the service and people we spoke to were seen quickly. There was lots of availability on the booking website.

Staff within the service promoted a culture in which the people using the service felt empowered to give their views. Staff made service users feel comfortable and at ease during their scans. Service users were involved in any decision making around their care.