Orpington Endoscopy Centre

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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

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 patients were treated with kindness, compassion and dignity and were supported to be involved in decisions about their care and treatment. Staff responded to patients' individual needs, made reasonable adjustments where required and supported patients to understand their care and treatment. Patients told us they felt respected, informed and supported throughout their care. Staff also described a positive and supportive working environment, with access to wellbeing support and opportunities for development.

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.

The service treated patients with kindness, compassion and dignity. Staff responded to patients' individual needs and supported them to understand and be involved in their care and treatment.

We observed staff communicating respectfully and discreetly throughout the patient pathway. They explained care and procedures, provided reassurance and responded to patients’ needs.

Patients told us staff treated them with kindness and respect, involved them in decisions about their care and provided clear information about procedures and associated risks. They had opportunities to ask questions and did not feel rushed. Data provided by the service also showed consistently positive feedback about staff being kind, reassuring, respectful, professional and focused on patients’ needs. Patients reported that staff explained procedures clearly, encouraged questions, helped them feel comfortable and reduced anxiety. Some patients also described receiving emotional support and reassurance throughout their treatment.

Staff adapted their communication to meet individual needs. We observed support for a patient with hearing and visual impairments, including enabling them to lip read. Staff told us communication needs were identified during booking and interpreter services were available.

Patients told us staff maintained their privacy and dignity. We observed staff providing care discreetly and protecting the confidentiality of patient information.

The service treated people as individuals and made reasonable adjustments to meet patients’ diverse needs. Staff identified communication and accessibility needs and took action to ensure patients could access information, understand their care and participate in decisions about their treatment.

We observed staff adapting care for a patient with communication difficulties, hearing loss and visual impairment by adjusting how they communicated and providing additional support. Another patient who wore hearing aids said staff enabled them to lip read and communicated information clearly.

Staff identified communication needs during booking and pre-assessment and arranged adjustments before attendance, including additional time, hearing loops and interpreter services. Patients said they received information about procedures, risks and treatment options and could ask questions about their care.

Professional telephone, video and British Sign Language interpretation services were available. Patient information could also be translated or provided in alternative formats.

Staff considered patients’ language, communication, mobility and chaperone needs. Information leaflets could be provided in preferred languages. Braille was not routinely available, although staff described alternative support for people with visual impairment.

We found limited catering was available within the service. During the assessment, patients were offered drinks and biscuits following procedures. Patients said they would have welcomed a wider choice, particularly as they were self-funding. Following post-inspection feedback about this, the service implemented an expanded range of complimentary refreshments for patients and visitors, including additional savoury and sweet options and hot and cold drinks.

Patients did not raise concerns about the quality of care and remained positive about their experience. There was no evidence that patients routinely required spiritual support, and no concerns were identified regarding access to such support.

The service supported patients to make informed decisions about their care and treatment and enabled them to maintain choice and control over their care.

Patients told us they were involved in decisions about their care, received information about procedures and associated risks, and had time to ask questions without feeling rushed.

Patients were offered choices, including whether to have sedation. They received written information before their appointment, could ask questions before giving consent and were informed about the risks and benefits of procedures.

We observed staff explaining care and involving patients when decisions were required. Patients received information about procedure results, follow-up arrangements and how outstanding results would be communicated.

Staff identified communication needs during booking and pre-assessment. Interpreter services and reasonable adjustments were available to help patients understand information and express their preferences.

Patient feedback showed they understood what to expect before, during and after their procedure and were supported to make decisions about their care.

The service responded to patients’ immediate needs and staff identified and acted on changing risks to patients during their care and treatment.

We observed staff responding promptly to patients’ needs. During a procedure, they identified a risk associated with a patient’s body piercing, explained it to the patient and adapted care to reduce the risk before proceeding.

Staff adapted their communication and care for a patient with communication difficulties, hearing loss and visual impairment, enabling them to understand information and participate safely in treatment.

Staff assessed patients before discharge, monitored their condition following procedures and sedation, and provided individualised discharge advice. Follow-up arrangements were made where concerns remained after discharge.

Patient feedback showed staff explained procedures, provided reassurance and responded promptly to concerns. Patients reported receiving information about risks and complications, opportunities to ask questions, and explanations about results and follow-up before discharge.

Staff felt respected, supported and valued. Leaders promoted staff wellbeing and development through regular supervision, training and opportunities for career progression.

Staff spoke positively about working at the service and described supportive teams, approachable managers and visible leadership. They said managers listened to concerns and enabled them to speak up without fear of repercussions.

Staff received regular 1-to-1 meetings, appraisals and support for training and development. Opportunities included leadership programmes, competency-based training and additional courses to support career progression.

Leaders maintained an open-door approach and used appraisals to discuss wellbeing, career aspirations and development. Appraisal records included objectives, personal development plans, training needs and achievements.

The provider had a wellbeing policy and offered staff occupational health services, an employee assistance programme, mental health first aiders, Freedom to Speak Up champions, wellbeing events and spiritual support. Staff said they could access these services when required.

Staff described pride in their teams and the care provided. Leaders recognised contributions through feedback, development opportunities and team engagement events. Appraisal records also documented achievements and staff contributions.