Archived: Keats House

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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

At our last assessment we rated this key question Outstanding. At this assessment the rating has remained Outstanding. This meant This meant people were truly respected and valued as individuals; and empowered as partners in their care in an exceptional.

• Staff treated clients with a high level of compassion and kindness, making them feel welcome and at ease within the service. They understood the individual needs of clients and were proactive in supporting clients to understand and manage their care and treatment. This included understanding people’ s particular needs relating to ethnicity, religion, sexual orientation, age and disability.
• Staff informed and involved families and carers appropriately.
• The service adopted a truly person-centred approach. Consideration of people’s privacy and dignity was embedded into everything the service did. 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 felt the care and support they received had exceeded their expectations, many described the service as ‘outstanding’. Some patients gave examples where they felt the consultant psychiatrist and staff had gone above and beyond to support them. This included scheduling last minute appointments and responding to their contact outside of normal working hours.
• Leaders were dedicated to creating a caring organisational culture, to ensure staff remained motivated and driven to provide the best possible experience for patients.

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.

Staff treated patients with kindness and respect. All patients we spoke with said the care and treatment was very good. Some described occasions where the service and psychiatrist had gone the extra mile to support them.

Staff supported patients to understand and manage their care, treatment or condition. The staff we spoke to stated that they would do everything they could to accommodate any requests from their patients and gave examples of this. Patients we spoke with said the service was highly personalised and making a big difference in their lives’. They said staff were always helpful and took time to listen to them.

The service adopted a truly person-centered approach. As patients accessed the service based on their individual preference, there was a strong focus on achieving patient satisfaction, whilst following the scope of practice.

Consideration of people’s privacy was taken seriously and complied with in information handling and storage. Staff maintained the confidentiality of information about patients.

Multiple patients told us the discretion of the service was a key component of their treatment and created a safe space for them to access support.

If delivering sessions online, the service ensured people’s privacy was protected by using secure digital platforms.

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

The service made adjustments for people to meet their accessibility or communication needs. For example, if someone was not able to use technology to carry out a video call, the doctor would conduct this over the telephone. Where people preferred to receive letters, rather than emails, this was accommodated immediately.

Patients we spoke to stated that they felt involved in their care and we saw that treatment records and plans were personalised and reflected patient choice.

Staff stated that they supported patients to make decisions about their own care during meetings. Staff stated that they would decide with patients what the next steps will be and have a discussion surrounding it.

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

Staff enabled patients to give feedback on the service they received, for example, by completing surveys. This was used to adapt and improve services. For example, the administration system to make appointments had been improved, based on patient feedback.

Patients, relatives and carers knew how to complain or raise concerns. The service provided patients with information on how to complain. Information about the provider’s complaints procedure was also detailed in the patient welcome information and leaflets were available.

Patients told us they felt confident to approach staff for advice about the complaints procedure if they needed to.

The service cared about and promoted the wellbeing of the staff. Staff were supported and enabled to always deliver high-quality, person-centered work, across all roles.The provider had a comprehensive training programme and appropriate supervision in place.