Archived: Dr J & Colleagues

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

This service scored 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The provider did not always ensure people's dignity and privacy was respected. Our review of complaints showed repeated incidents where staff did not maintain confidentiality. For example, assessment reports and prescriptions with personal information were sent to the wrong people. People also told us that consent to share assessments with their GP was not always obtained. The child and adolescent consent form did not collect educational information or have an option for over 16's to provide consent. This meant that young adults did not have control over their own privacy and the amount of parental involvement in managing their care and support.

However, feedback showed that the service treated people with kindness, empathy and compassion. We reviewed positive feedback from people using the service thanking staff for their kindness and support. People said that staff "were very professional, polite and friendly".

Staff attitudes and behaviours when interacting with people showed that they were discreet, respectful and responsive, providing people with help, emotional support and advice at the time they needed it. We observed 3 clinic appointments with a consultant psychiatrist who supported people and their families to understand and manage their care and treatment.

The service treated people as individuals making sure their care, support and treatment met their needs and preferences. Staff ensured that people could obtain information on treatments, local services and how to complain. This included details of crisis services in clinic correspondence. Adjustments were made for people with a disability – for example, a ramp was available at their clinic location allowing ease of access to the premises and people had easy access to translators and British Sign Language interpreters. However, the service did not offer patient information leaflets in a range of languages or accessible formats, for example, in easy-read form. Leaders told us that measures would be put in place to address this.

The service promoted people's independence, so people knew their rights and have choice and control over their own care, treatment. and wellbeing. Staff supported people to have choice and control over their own care. During a clinic appointment, we observed the consultant psychiatrist discussing treatment options and taking their opinions into account, enabling them to make decisions about their care, treatment and wellbeing.

The provider listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in that moment and acted to minimise any discomfort, concern or distress. Staff we spoke to were able to describe how they would respond to someone if they became distressed by speaking to them in a calming, supportive and respectful manner.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person centred care. Staff members we spoke with told us they felt valued, respected and supported within their roles. They were positive and proud about their work and the service. A staff member said that when they joined the service, “ the management team were supportive and made me feel welcome”. Staff turnover and sickness absence rates were low, and we were told that a staff survey had just been issued at the time of assessment, to encourage feedback. However,feedback about supervision was mixed.