Providence House and Moira House

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

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.

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.

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.

Throughout the inspection we observed that staff at all levels, including ward managers and senior managers knew and interacted with patients by name. We observed managers talking and engaging with patients throughout the day. Staff appeared to treat patients with kindness, empathy and compassion.

Patient feedback about staff was mixed. Some patients told us staff were non-judgemental and supportive. Other patients felt they could not speak openly with staff or said they had not built relationships with them. One patient said, “I feel like a number here”, when asked how staff treated them. Another said, “Staff don’t care enough to get to know me well”. Nevertheless, we observed staff showing patients genuine compassion and understanding throughout the inspection. Care records also showed that staff had one to one sessions with patients.

All staff we spoke with were passionate and committed to delivering good care. Staff fed back that they had built good therapeutic relationships with patients which formed part of their recovery.

The patient group was diverse. Each patient had a care plan in place relating to their spiritual and cultural needs. Managers told us they supported patients to attend the local church and mosque. They also described how they arranged access to online Islamic learning for one patient. Staff ensured patients had access to religious texts, prayer mats and to foods which met their religious needs.

Staff followed policy to keep patient care and treatment confidential. Care records were stored securely, and documents were password protected.

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.

The service treated people as individuals and made sure patient’s care, support and treatment met individual needs and preferences.

Most patients told us staff knew them well and provided care which met their needs. For example, one patient said, “staff know what helps [me]”. One patient fed back that they felt that care was not individualised. However, care records we reviewed evidenced that care was personalised to the individual. Patients generally told us staff offered them practical and emotional support and advice when they needed it.

The service had a policy in place to manage violence and aggression. Staff we spoke with provided examples of when patients had become distressed or agitated and could explain the steps they had taken to support them.

Staff ensured that patients could obtain information on their rights, treatments, local services, and how to complain. There were a range of useful contact numbers on display for those entering the service. Staff offered information and signposted patients to external services on admission and reminded them of this throughout their period of treatment.

The information provided was in a form accessible to the patient group. There were easy read leaflets, and information provided in a variety of languages.

Staff ensured that patients had access to appropriate spiritual support including local chaplains and Imams.

Patients had therapeutic timetables and managers allocated each patient a key worker for each shift who they could speak to for support.

Care plans demonstrated patients were actively involved in decision making and were supported to make their own choices about their care. Patients were supported to maintain networks that were important to them.

We did not look at Independence, choice and control during this assessment. The score for this quality statement is based on the previous rating for Caring.

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.

Staff were aware of and dealt with any specific risk issues for each patient. Care records confirmed that patients were invited to be involved in all aspects of their care planning and that staff recorded and updated individual risks regularly. Staff were aware of and dealt with any specific risk issues for each patient. Care records demonstrated that staff were alerted to patient's needs and responded promptly and appropriately to these. Staff and managers had a good understanding of the patient group and could provide examples of how they had responded to changes in risk. Daily handovers included an update on risk.

Despite this, whilst some patients told us that staff listened to and understood their needs, views and wishes, others still said they didn’t feel staff were aware of or managed their needs appropriately.

Staff could provide examples of how they were quick to respond to changes in presentation and took action to minimise any discomfort, concern or distress.

Staff we spoke with understood patient’s risks and how to manage these. They told us that they would use verbal de-escalation in any first instance, and this would often be used to good effect. This was supported by the review of CCTV undertaken. Staff understood people's likes and dislikes.

Staff carried personal alarms and would use these to request urgent support from colleagues to aid a patient who needed urgent help or to respond to a behavioural disturbance.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.