HMP YOI Rochester

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

We reviewed 2 quality statements for this key question. The provider had made sufficient progress to address the regulatory breach for 1 of the quality statements and some progress for another. Complaints were managed in line with the provider’s policy. However, we found that patients could not always access care and treatment when they needed to, although significant improvement had been made in patients being supported to access external hospital appointments.

Find out what we look at when we assess this area in our information about our new Single assessment framework.

The judgement for Person-centred Care is based on the latest evidence we assessed for the Responsive key question.

The judgement for Care provision, Integration and continuity is based on the latest evidence we assessed for the Responsive key question.

The judgement for Providing Information is based on the latest evidence we assessed for the Responsive key question.

Staff knew how to handle complaints. The service had a complaints policy and staff knew how to access this.

At the last inspection we found that responses to complaints were very poor, and complaints had not been properly investigated or responded to.

During this inspection we found that when patients submitted a formal complaint or raised a concern, they received feedback. When a formal complaint was made that required investigation, the complaint was acknowledged and an investigation took place. Upon completion a written response was sent to the complainant. Most complaints were responded to in less than 30 days and in line with the Trust’s policy.

There were often delays in patients accessing GP appointments.

At the last inspection we found that the triage arrangements and access to appointments was not managed well. During this inspection we found there had been no improvement. Patients completed paper applications that were not saved on the patient record system, which made it difficult to see how long patients had waited. Records showed that patient appointments were frequently cancelled for a multitude of factors, including, no access visits, healthcare cancellations as well as patients recorded as not attending their appointment which was not always backed up by evidence. Patients in prison were reliant on an officer escorting them to and from healthcare appointments, but healthcare did not always receive confirmation the patient did not want to attend before recording them as such. From the records we reviewed we found that several patients had their appointment cancelled more than once for differing reasons and the patient was re-added to the waiting list, which meant their true wait time was not accurately reflected and placed patients at risk of not receiving prompt care or treatment if needed. We also identified delays in patients being rebooked for follow-up appointments to discuss test results or where additional tests were required. The patient record system had several uncompleted tasks to book these follow-up appointments; some patients had been waiting for several months.

Patients referred to secondary care were supported to attend their appointments.

At the last inspection we found that the management and recording of patients who required to attend an external hospital appointment was very poor and patients with significant and complex health needs were not being seen in accordance with NHS guidelines.

During this inspection we found that the provider had resolved this and that there was good recording and oversight when patients needed to attend an external hospital appointment.

The judgement for Equity in experiences and outcomes is based on the latest evidence we assessed for the Responsive key question.

The judgement for Planning for the future is based on the latest evidence we assessed for the Responsive key question.