255 Lichfield Road

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

Caring

This means we looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect.

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

Good: This meant people were supported and treated with dignity and respect; and involved as partners in their care.

Good: Staff treated patients with compassion and kindness. They respected patients’ privacy and dignity. They understood the individual needs of patients and supported patients to understand and manage their care, treatment or condition. Staff involved patients in care planning and risk assessment and actively sought their feedback on the quality of care provided. Staff informed and involved families and carers appropriately.

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.

Members of our team spent time observing patients in communal areas and spent time carrying out activities on the ward. Staff attitudes and behaviours when interacting with patients showed that they were discreet, respectful and responsive, providing patients with help, emotional support and advice at the time they needed it.

We spoke with 5 patients and 4 carers. Patients and carers were complimentary about staff. They said staff treated them with empathy and compassion. Patients said staff treated them with respect, were always professional and listened to them. Carers told us that their family members had formed positive relationships with staff. One carer gave examples of how these positive relationships had aided recovery.

Staff supported patients to understand and manage their care, treatment or condition. Staff understood the individual needs of patients, including their personal, cultural, social and religious needs.

Staff said they could raise concerns about disrespectful, discriminatory or abusive behaviour or attitudes towards patients without fear of the consequences

Staff maintained the confidentiality of information about patients.

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.

Staff and patient interactions we witnessed demonstrated that staff understood and respected the individual needs of each patient.

Multidisciplinary patient reviews we observed were person centred and holistic. However, not all care records we reviewed reflected the level of patient involvement.

The service made adjustments for disabled patients and met patients’ specific communication needs. We saw evidence that patients that spoke a different language had been supported appropriately through access to interpreters. The manager had also ensured that relevant leaflets had been translated into a range of languages.

Staff ensured that patients currently in the service could obtain information on a variety of topics such as treatments, local services, patients’ rights, and complaints. Information was displayed on the walls of the wards, such as ward activities.

Patients had a choice of food to meet the dietary requirements of religious and ethnic groups and to account for allergies and intolerances. One patient told us that vegetarian options were limited on the menu.

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

Staff told us that they supported patients to have choice and control over their own care, treatment and wellbeing. Patients reported being involved in their care through attendance at meetings and were able to share their views. This was not always evidenced within care plans. Some patients said they had been offered a copy of their care plans.

Staff made sure patients could access information on their rights and how to complain. Information about the Mental Health Act and making complaints was displayed on a notice board.

Staff supported patients to maintain relationships and networks that were important to them. Carers who were actively involved with patients reported regular contact from their relatives and that staff ensured they were kept up to date.

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.

All staff that we spoke to were passionate and committed to supporting patients to receive quality care. Staff told us that about the importance of getting to know their patients well so that they could anticipate their needs and potential triggers. We observed staff responding to immediate needs on our visit and ensuring that patients were given a timeframe for when they were able to respond. Patients told us that staff always helped them. Carers told us that staff had supported patients through times of distress and this had helped their recovery.

All staff promoted least restrictive practice. They demonstrated that they understood the purpose of de-escalation and used techniques to reduce the need for physical interventions when patients’ behaviours became heightened. This was evidenced on the review of incident reports where staff had documented actions taken to support patients.

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

All staff told us that they felt respected and supported. Most staff told us that they had found the change in leadership difficult due to the change in management styles. Staff told us that neither management style was negative but the different approach had been challenging. Some staff told us they would benefit from better communication from management about changes that take place so that they could understand the reason for these changes.

Staff said they worked well together and were proud of the way they delivered good, compassionate care to patients.

Staff had access to support for their own physical and emotional health needs through an external health service.

Leaders had implemented a dedicated wellbeing committee for staff which involved a schedule of events dedicated to promoting staff wellbeing.