Pall Mall Medical Diagnostic Treatment 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

We looked for evidence that people were always treated with kindness and that people's privacy and dignity was respected. We also looked for evidence that every effort was made to explain treatment options and ensure patients had enough time to make the decision that was right for them. We reviewed and spoke to staff about whether they felt supported and enabled to deliver good quality care.

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At this assessment we rated caring as good. This meant people felt well-supported and treated with dignity and respect.

This service scored 55 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff treated patients with compassion and kindness, respected their privacy and dignity, and took account of their individual needs. Staff understood and respected the personal, cultural, social, and religious needs of patients and how they may relate to care needs.

Staff took time to interact with patients and those close to them in a respectful and considerate way. Patients said staff treated them well and with kindness. Patients said that staff were professional, caring and reassuring.

In November’s patient survey 88% of patients felt they were given enough privacy during their hospital stay and felt they were treated with dignity and respect.

Patients told us that staff made sure they understood their care and treatment and gave them the time and opportunities to ask questions. Patients felt supported by staff to make informed decisions about their care.

Staff treated people as individuals, considering any relevant protected equality characteristics.

People’s communication needs were met and this enabled them to engage in their care, treatment and support to maximise their experience and outcomes.

Patient survey results from November 2024 were positive with 88% saying they could talk to the hospital staff about any concerns or worries they had during their stay.

Managers reviewed and monitored complaints and reviewed them for themes, but we did not see any evidence of how this was fed back to staff.

We did not look at Independence, choice and control during this assessment. There is no previous rating for the Caring key question so we cannot yet publish a score for this area.

Patients felt the staff were responsive including providing suitable support and pain relief. Staff members were proactive in delivering care. For example, we saw a nurse take time to offer additional support and reassure a patient who was nervous about their procedure.

There were call bells if patients required attention,patients we spoke with felt staff were very responsive and catered to their immediate needs. Patients felt staff clearly communicated what was happening in theatres and timescales.

Patient felt the staff fully supported them and empowered them to make decisions on their care, and felt they tailored the treatment around them. Patients knew they could have family and friends visiting them or waiting with them if they wished.

Staff felt the provider supported their mental health, and wellbeing but explained it could be tiring working long shifts such as until midnight and still expected to work the following day. Working time directive regulations recommend a break of more than 11 hours between shifts, staff told us this was not always adhered to. We witnessed one staff member respond to a patient during their designated lunch time.

Staff we spoke with felt comfortable raising any concerns or well-being issues with their line manager. There was also a freedom to speak up guardian in place if staff felt they needed to raise concerns, and the provider had an up-to-date escalation of concerns and whistleblowing policy.

Service leaders told us that staff could apply to the provider for reimbursement for healthcare needs such as counselling or therapy. The service offered incentives such an additional day of annual leave when it was their birthday. Service leaders told us they also issued staff awards.

The provider shared examples of initiatives to support staff wellbeing.