Cygnet Sherwood Lodge

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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

Caring - This means we looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect. At this assessment, we rated this key question Good. This demonstrated that people were treated with dignity and respect, actively involved as partners in their care, and recognised as individuals.

We have not awarded this service a score for Caring.

Find out about when we will not publish a key question score and what we look at when we assess Caring.

Description: We always treat people with kindness, empathy and compassion and we respect their privacy and dignity. We treat colleagues from other organisations with kindness and respect.

We scored the service as 3. The evidence showed a good standard of care.

The service promoted a culture of kindness, compassion, and respect, which was reflected in staff interactions and the overall approach to care. During our inspection, we observed staff consistently treating people with compassion, kindness, dignity, and respect. Feedback from people using the service was positive, with individuals describing supportive and caring relationships with staff. One person told us, “All the staff are great, and they care for me very well. My mum and dad are happy too, and they know that the staff really care about me.”

Staff developed therapeutic relationships with people, underpinned by trust and empathy. They demonstrated a strong understanding of each individual’s needs, preferences, and personal history. Staff responded promptly to people’s needs, actively listened, and communicated in ways that were appropriate and accessible. Where required, staff provided reassurance, encouragement, and emotional support.

Relatives also spoke positively about the care provided. One relative told us, “You really can tell the staff genuinely care. Nothing is ever too much trouble and based on the way my son is now I honestly wish they would use Sherwood House as a blueprint for the other hospitals across the country.” Throughout our visit, we saw that staff consistently upheld people’s privacy and dignity.

Description: We treat people as individuals and make 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.

We scored the service as 3. The evidence showed a good standard of care.

Staff treated people as individuals and delivered care and support tailored to each person’s specific needs and preferences. People felt involved in their care and that their views were listened to and respected. One person told us, “The staff treat me as me, an individual because I need different things to the other people here.” Care plans were personalised and reflected individual cultural, religious, and social needs. Staff considered people’s backgrounds, beliefs, and protected characteristics when planning and delivering care.

Communication needs were well understood and effectively met. Information was provided in a range of accessible formats to support different needs. Such as, easy read and picture-based communication types. Staff adapted their communication styles and utilised appropriate resources to ensure people could actively participate in decisions about their care, as well as engage in meaningful conversations about their identity and interests. We found "All About Me" documents in the care records we reviewed. “All About me” was an individualised recovery package and visual care plan that ensured staff understood a person’s exact needs, preferences, communication styles, and triggers to deliver highly personalised care.

Staff recognised the importance of meeting people’s religious and cultural needs and were aware of individual preferences prior to admission. The service provided a multi-faith room to support spiritual practice and welcomed visits from religious or cultural leaders where requested. Dietary needs and preferences were consistently met. The service accommodated a range of requirements, including religious, cultural, and lifestyle choices such as vegetarian options, ensuring meals were appropriate and respectful of individual needs.

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

We scored the service as 3. The evidence showed a good standard of care.

Staff encouraged, supported, and empowered people to exercise choice and maintain control over their care wherever possible. Individuals were involved in decision-making, with staff consistently considering their capacity and legal status. Appropriate communication methods were used to ensure people understood their rights and could participate meaningfully in decisions about their care and treatment.

Staff supported people to maintain important relationships and remain connected to their communities, and organised regular family and carer events. Barbecues were held and provided opportunities for relatives to spend time with their loved ones, engage in activities, and speak with staff. During these events, families were also able to access information and request additional support. External professionals and members of the local community were also invited to attend. One staff member told us, “Having the event days helps us to foster a culture of inclusion, and meaningful relationship building.”

The occupational therapy team and activity coordinators promoted and supported participation in a wide range of meaningful activities, tailored to individual preferences and abilities. These included physical activities such as walking, swimming, bike rides, trips to the golf driving range, gardening, and horticulture. In addition, people had access to recreational activities including board games, arts and crafts, pool tournaments, and social outings. Community-based activities were encouraged, such as trips to local attractions, personal shopping, and involvement in community initiatives, including charity projects. For example, people using the service were working with local residents on a land reclamation and regeneration scheme.

The service had a well-equipped and welcoming family visiting room, and staff actively encouraged and facilitated visits and leave, supporting people to maintain contact with family and friends. One person told us, “Staff always help me to contact my family to arrange visits, and if my family cannot come, they help me to do video calls.” And a family member told us, “I live quite a distance from the hospital, but staff bring my son home every month to spend the day with me which means a lot to us.”

Staff also worked in partnership with an independent local education provider to promote learning and independence. Courses, including English and mathematics, were available twice weekly and adapted to meet individual needs and abilities. Several people who were being supported by the service had gained academic qualifications. Staff worked collaboratively with a local music tutor, which was extremely well attended by people using the service and allowed them to express themselves and communicate through music.

Staff supported people’s physical health needs alongside their mental health. Where required, individuals were provided with specialist adaptive equipment, such as mobility aids, to promote independence. Accessible bathroom facilities were available throughout the service to ensure people could maintain their independence effectively.

Description: We listen to and understand people’s needs, views and wishes. We respond to these in that moment and will act to minimise any discomfort, concern or distress.

We scored the service as 3. The evidence showed a good standard of care.

Staff responded promptly and effectively to identify and meet people’s needs, including when they experienced distress. Staff were alert and observant, demonstrating the ability to recognise changes in people’s presentation and fluctuations within the ward environment. People using the service felt confident approaching staff with concerns, knowing they would be listened to and supported.

Staff and people using the service used an environmental sensory mapping tool, which was displayed for reference throughout the service. The sensory map advised of areas and was colour coded to reflect the potential sensory stimulus in a particular area. For example, yellow areas were referred to as “Alerting”, and showed high stimulus areas, green areas were referred to as “Just Right” and considered to be lower stimulus areas that provided spaces for learning, socialising and exploring and blue areas were referred to as “Calming” and provided reduced sensory stimulation. The sensory map provided an easy read reference and key for people using the service which enabled staff to meet the persons immediate needs based on presentation, mood and mental state and ensured that there were numerous safe spaces throughout the service to suit individual need.

Staff used a range of communication methods to support people to express their needs and seek support when required. When appropriate staff utilised the picture exchange communication system (PECS). PECS was an alternative to verbal communication, and used pictures, symbols, and icons instead of speech. People using the service used these visual aids to express needs, make requests, and carry on conversations with others.

Talking tiles technology was another intervention used by staff to communicate with people. Talking tiles were recordable, multi-sensory communication devices that allowed staff to record important and descriptive information. For example, safeguarding and ward round information. When people using the service pressed the tile it played an audio message which gave the person information about the topic they had chosen.

The speech and language therapy team completed initial assessments to determine each person’s expressive skills and situational understanding. For example, verbal speech, friendships and social skills, receptive difficulties and social communication. This ensured that all support and interventions were tailored to individual need. All assessment information was provided in accessible formats, such as, easy read materials, and completed collaboratively with the full multidisciplinary team.

Therapists also delivered social story therapy and support which prepared and enabled people to understand visits to external health appointments and potential procedures. For example, an MRI scan, or a trip to the dentist, which gave the person an understanding of the environment they would be visiting, what to expect and what would be adapted for their appointment. Each person was fully supported to develop situational specific coping strategies.

Strong links were in place with advocacy services, with an advocate attending the service weekly to support individuals to communicate their views effectively. Staff also supported families and carers to access carers advocacy support.

Staff responded quickly to people when they showed signs of distress or displayed maladaptive coping strategies when ward alarms were activated, with additional staff arriving promptly to provide support. They used effective de-escalation techniques to reduce the need for restrictive interventions, particularly when individuals showed signs of distress or a decline in their mental wellbeing.

Description: We care about and promote the wellbeing of our staff, and we support and enable them to always deliver person centred care.

We scored the service as 4. The evidence showed an outstanding standard of care.

Staff had access to a range of wellbeing resources, promoting the safe and effective delivery of person-centred care. Staff were encouraged to seek support when needed and had access to a wide range of supportive resources. A 24/7 employee assistance programme, ‘My Cygnet’, provided access to counselling and psychological support, as well as specialist initiatives such as a menopause support café. Additional support was available through the service’s wellbeing team, human resources, occupational health, and the Freedom to Speak Up service. Staff also had access to weekly face to face manager drop-in sessions.

As part of the services staff wellbeing provision, staff had access to rewards and discounts, for example, wellbeing days, pamper days and gaming days, nurse and support worker appreciation days. Managers provided wellbeing baskets in the services toilets. Staff also benefited from having fast tracked access to GP appointments, money refunded for prescription charges, a two hundred pounds maternity grant and access to organisational psychology services for support whenever required.

Leaders fostered a culture in which staff felt valued, supported, and able to speak openly. Staff felt confident raising concerns and providing feedback, which leaders responded to promptly and effectively. This supported an open, inclusive culture with shared ownership of service improvement. Staff described leaders as visible, approachable, and responsive. One staff member told us, “Management are incredibly supportive and they have done so much for me, I feel happy and secure.”

Leaders actively recognised staff contributions across all teams through initiatives such as a monthly colleague appreciation programme. Staff nominated colleagues anonymously who had gone above and beyond in their roles and who demonstrated the values required to deliver high-quality, person-centred care. Staff had freshly prepared meals provided to them free of charge when they were on shift, and they sat with people using the service and enjoyed their meals together. Leaders encouraged staff to ensure that they took regular breaks when on shift.

Leaders made reasonable adjustments to support staff with family, caring, and personal commitments, helping to promote a positive work-life balance. Consideration was also given to staff’s cultural and religious needs.