Baldock Manor

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

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

At our last assessment we rated this key question good. At this assessment, the rating has remained. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 treated people with kindness, empathy and compassion and respected their privacy and dignity.

We observed interactions between staff and patients and completed a short observational framework for inspection (SOFI) which showed positive interactions between staff and patients. Staff were observed to be initiating interactions with patients and were providing patients with help and emotional support when they needed it.

Patients said staff were kind and listened to them, except for 1 patient who said staff could be abrupt at times. We observed a community meeting on Mulberry ward which was led well by staff who engaged patients and sought their views.

Staff supported patients to understand and manage their care, treatment or condition. Patients said they were involved in formulating their care plans. Patients spoke positively about their experience of the multi-disciplinary team meetings where the team reviewed their care and treatment.

Staff understood the individual needs of patients, including their personal, cultural, social and religious needs. Staff generally had positive relationships with patients where interactions were observed to be caring and compassionate.

Staff said they could raise concerns about disrespectful, discriminatory or abusive behaviour or attitudes towards patients without fear of consequences.

Staff maintained patients’ confidentiality.

Staff treated people as individuals and made sure their care, support and treatment meets their needs and preferences, taking account of their strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

The service made adjustments for disabled patients by ensuring adapted access to the building/ward, and by meeting patients’ specific communication needs. Staff supported patients with communication needs by using visual aids.

Staff ensured that patients could obtain information on treatments, local services, their rights and how to complain.

The information provided was in an accessible format to meet patients varying needs. For example, in easy-read language and pictures.

Information leaflets were provided in the languages spoken by patients and staff ensured that patients had easy access to interpreters and/or signers when required.

A variety of food options were provided to meet the dietary requirements of different religious and ethnic groups, as well as to accommodate allergies and intolerances. We observed culturally appropriate meals, including kosher and halal options. Provisions were also made for patients with specific dietary needs such as gluten-free and vegan choices. Allergies were clearly recorded in both kitchen records and individual care plans to ensure safe meal provision. Staff ensured that patients had access to appropriate spiritual support. This included access to religious leaders such as imams or chaplains. There was a multi-faith room available to all patients.

We promote people’s independence, so they know their rights and have choice and control over their own care, treatment. and wellbeing.

Staff made sure patients could access information on their rights and how to complain. Up to date information about the Mental Health Act, advocacy, the Care Quality Commission and making complaints was displayed on well-organised notice boards on all the wards. Patients were given information about their rights and were able to feedback their views and wishes to staff during 1-1 meetings with their key nurse, in therapy sessions, during ward rounds, discharge planning meetings and community meetings.

Patients could make phone calls in private. Staff did not restrict patients’ access to their mobile telephones unless there was a clinical reason to do so. When patients did not have access to their own telephone, staff arranged access to telephones that could be used in a private space.

Most patients could make their own drinks and snacks without relying on staff. Patients always had access to cold drinks and fresh fruit. Patients on Mulberry and Burberry wards could access the kitchen anytime which remained open.

The service offered good quality meals with daily menu choices, which patients told us they enjoyed.

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

Staff recognised and responded to specific risks. We reviewed care plans and risk assessments that outlined measures to manage a range of needs, including diabetes, falls prevention, pressure area care, nutrition, hydration, and risks related to self-harm, such as head banging or ingestion.

Staff identified and responded to changing risks posed by or to, patients. For example, staff adapted the environment to ensure the safety of patients at risk of self-harming by removing harmful objects.

Staff used de-escalation techniques to reduce the need for physical interventions when patients’ behaviours became heightened.

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

Staff felt respected, supported and valued. Staff felt positive and proud about working for the provider and their team. Service leads were present and visible.

Staff had access to support for their own physical and emotional health needs through an occupational health service.

The provider recognised staff success within the service, for example, through staff awards.

Staff appraisals included conversations about career development and how this could be supported.