Clifton Park Hospital Limited

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

At our last assessment we rated this key question good. At this assessment the rating has remained good.

We looked for evidence that people were always treated with kindness, empathy and compassion. We checked that people’s privacy and dignity was respected, that they understood that they and their experience of how they were treated and supported mattered. We also looked for evidence that every effort was made to take people’s wishes into account and respect their choices, to achieve the best possible outcomes for them.

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.

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. The service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Patients told us they were treated with kindness, empathy, and compassion, we observed staff and saw they were treating patients with respect.

We saw staff ensuring that patient’s privacy and dignity was protected. The environment supported privacy and dignity.

Staff maintained the confidentiality of information about patients; they had restricted areas where they could explain the procedure/scan and ensure information was correct and answer any concerns.

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. The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

The service described to us how they made adjustments for patients. We heard them discussing how they were going to accommodate a patient who needed adjustments made to accommodate to have an MRI scan to reduce the stress it would have for them.

Information was available in other languages and easy read formats.

There was access to interpreters both via telephone and face to face.

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. The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff explained to people about what was going to happen prior to any imaging or treatment. We observed people being given information prior to procedures and imaging.

Staff explained the radiation risks to enable people to make choices on their treatment.

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

Staff were aware of and dealt with any specific risk issues such as pregnancy and exposure to radiation.

There were notices through the department highlighting the risk.

Staff identified and responded to changing risks to patients, a risk assessment was undertaken prior to any procedure to ensure there were no changes to the current health condition. A written risk assessment was completed prior to any treatment or scan to ensure there were no changes in the patient’s condition and there was no over exposure to radiation.

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 3. The evidence showed a good standard. The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff felt positive and proud about working for the provider and their team and told us leaders supported them.

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

The diagnostic service’s staff sickness and absence were similar to the average for the provider.

The provider recognised staff success within the service, the diagnostics managers had recently received recognition for their customer care.