Atos Care

We rated it as good because:

• The provider delivered a specialist support service to patients who had been fitted with a head or neck stoma. There were enough appropriately skilled and experienced staff who understood how to support patients and keep them safe.
• Staff had training in key skills, managed safety well including how to ensure patients were safeguarded from abuse.
• The service controlled infection risk well. They had put additional protocols in place during the COVID pandemic and which they regularly reviewed to keep up with changing guidance.
• Staff assessed risks to patients, acted on them and kept good care records.
• The service managed safety incidents well and learned lessons from them. Staff collected safety information and used it to improve the service.
• Staff provided good care and treatment, checked that patient’s stomas were patent and mitigated the risks of using medical devices to facilitate breathing.
• The registered manager monitored the effectiveness of the service and made sure staff were competent. Staff worked well together for the benefit of patients, advised them on how to lead healthier lives, supported them to make decisions about their care, and had access to good information. The service prioritised the development of self-management skills for patients who would be dependent on the equipment for the rest of their lives.
• Staff treated patients with compassion and kindness, respected their privacy and dignity, took account of their individual needs, and helped them understand their conditions. They provided emotional support to patients, families and carers.
• The service planned care to meet the needs of people, took account of patients’ individual needs, and made it easy for people to give feedback.
• People could access the service when they needed it and did not have to wait too long for treatment. The service worked closely with hospital terms to ensure early follow up to surgery and when practical sought to meet patients before discharge to introduce themselves and the service.
• Leaders ran services well using reliable information systems and supported staff to develop their skills.
• Staff understood the service’s vision and values, and how to apply them in their work.
• Staff felt respected, supported and valued. They were focused on the needs of patients receiving care. Staff were clear about their roles and accountabilities.
• The service engaged well with patients and the broader health community to plan and manage services and all staff were committed to improving services continually.