14 March 2011
During a routine inspection
People, who were able, told us that they understood about the care and treatment they were receiving because staff explained this to them. They told us that their choices and preferences were listened to by staff and that they were involved in making decisions about their treatment and care as far as they were able. They told us that their consent to treatment was obtained and how, if that treatment changed, they were updated and informed by the nurses and doctors.
People told us that the meals provided at the hospital included enough choice and variety and that the standard of the food was good. For those people who were not able to talk with us, because they had a diminished level of capacity, we observed how they were supported to eat and drink.
Staff told us how care was coordinated between different departments and different health professionals. They told us that when people transferred from other hospitals, medical notes went with them and the ward was prepared and expecting them.
People using the service told us that they felt safe. They told us that they felt able to complain to staff if there was a problem and were confident that the appropriate action would be taken. We looked at the security arrangements in place to ensure their safety and saw that they appeared well managed
People on the wards and staff told us that the hospital was clean and we saw that the general standard of hygiene appeared to be good.
People receiving care told us about the staff, they told us that they were kind, thoughtful and that they were skilled to meet all of their needs. One patient told us 'You couldn't get better anywhere; nothing is too much trouble for them'.
People described staff as 'Excellent 'and one person said 'You really can't fault the care, first class'. They told us how their privacy and dignity was respected by staff speaking quietly and using the bed curtains for privacy. One person said about the staff 'All can say is thank you'.
People using the service said that there were mostly enough staff and that they responded to requests for help. However people also told us that at some times of the day, particularly after lunch, there were delays in receiving assistance because staff appeared so busy. One person told us 'Care is first class ' can't complain but are a bit short staffed, you press the buzzer, nobody comes, nurses are great but cant be everywhere at once,' Another patient commented 'There are big gaps in time when nurses are not available'. Staff also told us that this is a very busy time and sometimes people have to wait for care.
We saw that the records were stored securely and were located so that they were accessible to staff should they need them quickly. However, we observed that some records were not accurate and fit for purpose. The provider has already acknowledged shortfalls in this area and is making changes to the current documentation used.