Archived: Keats House

Ratings

• Overall

  Good

• Safe

  Good

• Effective

  Good

• Caring

  Outstanding

• Responsive

  Good

• Well-led

  Good

Our view of the service

We inspected this service as part of our ongoing comprehensive mental health inspection programme.

To fully understand the experience of people who use services, we always ask the following five questions of every service and provider:

• Is it safe?

• Is it effective?

• Is it caring?

• Is it responsive to people’s needs?

• Is it well-led?

Before the inspection visit, we reviewed information that we held about the location. This was an announced inspection in line with our methodology.

During the inspection visit, the inspection team:

• Toured the office base which included an administration office, waiting area, shared reception and the psychiatrist’s office

• Reviewed paper records detailing the care and treatment of 10 patients

• Completed telephone interviews with 5 patients

• Reviewed written feedback received from patients

• Reviewed medication prescriptions

• Completed interviews with the consultant psychiatrist and registered manager and medical secretary.

• Looked at a range of data, policies, procedures and other documents.

Our final telephone interview was completed on 29th January 2025.

Outstanding Practice

The service adopted a truly person-centered approach. Consideration of people’s privacy and dignity was embedded into everything the service did. The provider sought patients voice in everything they did. For example, patients preferred if appointments were handwritten rather than using a computer. The service also sought feedback on where patients would like the new office to be based. As patients accessed the service based on their individual preference, there was a strong focus on achieving patient satisfaction, whilst providing a safe service. Patients we spoke with said the care and support they received was excellent. Some patients gave examples where they felt the consultant psychiatrist and staff had gone above and beyond to support them. This included last minute appointments and offering digital appointments.

People's experience of this service

We interviewed five clients and reviewed other sources of patient feedback. This included written feedback from surveys and feedback that had been published by patients in the public domain.

Feedback we received was consistently very positive. Clients said care and support they received had exceeded their expectations and ‘changed their lives’. All patients commended the person-centered approach of the entire staff team. Several people said the service provided was excellent.