Nuffield Health Bristol Hospital - The Chesterfield

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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 people were always treated with kindness, empathy and compassion. We checked people’s privacy and dignity were respected, that they understood that they, and their experience of how they were treated and supported, mattered. We also looked for evidence that every effort was made to take people’s wishes into account and respect their choices, to achieve the best possible outcomes for them.

Young people told us staff listened to their needs and they said staff were caring and helpful.

At our last assessment for this key question there was not sufficient evidence to rate. At this assessment the rating is good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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 always treated people with kindness, empathy and compassion and respected their privacy and dignity.

During our assessment, there were no young people admitted to the surgical ward. However, some children and young people attended outpatient appointments. We observed staff being discreet, respectful and responsive, providing people with help, emotional support and advice at the time they needed it. Staff maintained the confidentiality of information about patients.

The service respected and promoted patients' dignity and safety by offering a free, impartial chaperone, usually a trained nurse or health care assistant (HCA) during any consultation, examination, or procedure.

The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Staff demonstrated an understanding of, and respect for, patients’ personal, cultural, social and religious needs, and how these may impact on care delivery. The service made reasonable adjustments to meet the needs of children and young people. For example, if patients were anxious or nervous, staff would take them directly in so they would not have to wait in reception. If a patient had communication difficulties they would book a double appointment to give them extra time.

Young people undergoing surgery were managed through the adult surgical pathway. They were accommodated in individual rooms and there were arrangements to enable their parent or guardian to remain with them throughout their care. Young people were offered the option of having parents or guardians stay overnight and pull out beds were made available.

There were interpretation and translations assistance available and staff made information leaflets available in languages spoken by patients.

3. We scored the service as 3. The evidence showed a good standard.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

The service promoted patient’s independence and upheld their rights to choice and control over their care and wellbeing. Staff worked collaboratively with children, young people, and their parents or guardians to understand individual preferences and specific needs, and made reasonable adjustments to meet their requirements wherever possible.

Young people we spoke with told us consultants arranged their outpatient appointments around their exams which supported their mental wellbeing.

The service listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Staff identified and managed risks effectively for children and young people. Young people attending for surgery were cared for within the adult surgical pathway, with pre-operative risk assessments undertaken by a suitably qualified children’s nurse (from bank or another site). Staff monitored observations using a recognised tool and responded promptly to any changes in the young person’s condition or level of risk.

Young people attending the outpatients department during our visit told us they felt comfortable to ask questions at any time or raise concerns.

A quiet room was available in the diagnostic imaging department which people using the service could access.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

There were no dedicated children’s staff within the service. However, staff at the service reported feeling supported and valued by leaders and colleagues. They were encouraged to contribute to service development and were confident their feedback and any concerns were listened to and acted upon.

Staff had access to benefits and wellbeing support. This included healthcare and financial support. They could access free membership to a gym operated by the provider to support their wellbeing. Staff had access to free physical health checks. Staff also had access to staff facilities and a quiet room which had wellbeing information available and contact details for various support resources.

There were processes for staff to be nominated by colleagues for their work and performance.