Mount Vernon Hospital

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

Staff delivered compassionate, patient-centred care, fostering kindness, dignity, and respect in every interaction. Person-centred care was a crucial to the service, with staff demonstrating cultural competence and tailoring care plans to individual preferences and needs. Patients and their families reported feeling valued, informed, and empowered in their care decisions.

This service scored 70 (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, kindness, and dignity, ensuring that individual needs were respected and met. Patients consistently expressed feeling valued and cared for, highlighting the respectful and considerate approach taken by staff. For instance, a physiotherapist was observed supporting a post-surgery patient in mobilising along a corridor, offering gentle encouragement and prioritising the patient’s comfort. Similarly, a staff member guiding a patient back to bed did so with care and respect, ensuring that the patient’s dignity was upheld during this potentially vulnerable moment. Staff demonstrated commitment to providing compassionate care that promoted emotional well-being and recovery.

Staff were discreet and responsive when caring for patients, taking time to interact with them and their families in a respectful and considerate manner. Patients and their families reported confidence in how staff listened to them and communicated about their care. Observations confirmed that staff explained procedures and conditions clearly, ensuring that patients and their carers felt informed and involved in decision-making. Staff also demonstrated an understanding of the personal, cultural, social, and religious needs of each patient, tailoring their care to reflect individual preferences and histories. Patients consistently reported feeling that their needs were met efficiently, particularly when they were in pain or distress.

Staff responded promptly to signs of discomfort, ensuring that patients received appropriate and timely care. Furthermore, privacy and confidentiality were prioritised, with staff following policy to safeguard patient information and taking care to protect privacy during examinations or personal care. This culture of kindness and respect contributed to the high standards of care observed.

Staff treated patients with compassion, kindness, and dignity, ensuring that individual needs were respected and met. Patients consistently expressed feeling valued and cared for, highlighting the respectful and considerate approach taken by staff. For instance, a physiotherapist was observed supporting a post-surgery patient in mobilising along a corridor, offering gentle encouragement and prioritising the patient’s comfort. Similarly, a staff member guiding a patient back to bed did so with care and respect, ensuring that the patient’s dignity was upheld during this potentially vulnerable moment. Staff demonstrated commitment to providing compassionate care that promoted emotional well-being and recovery.

Staff were discreet and responsive when caring for patients, taking time to interact with them and their families in a respectful and considerate manner. Patients and their families reported confidence in how staff listened to them and communicated about their care. Observations confirmed that staff explained procedures and conditions clearly, ensuring that patients and their carers felt informed and involved in decision-making. Staff also demonstrated an understanding of the personal, cultural, social, and religious needs of each patient, tailoring their care to reflect individual preferences and histories. Patients consistently reported feeling that their needs were met efficiently, particularly when they were in pain or distress.

Staff responded promptly to signs of discomfort, ensuring that patients received appropriate and timely care. Furthermore, privacy and confidentiality were prioritised, with staff following policy to safeguard patient information and taking care to protect privacy during examinations or personal care. This culture of kindness and respect contributed to the high standards of care observed.

The service promoted patients’ independence, ensuring that individuals retained choice and control over their care, treatment, and overall well-being. This personalised approach began upon admission, where staff took the time to understand each patient’s preferences, including the name they preferred to be called. This initial focus on respecting individuality created a foundation for person-centred care, which was carried through the patient’s treatment journey.

Staff actively involved patients in decisions about their care, regularly communicating changes in their condition and discussing adjustments to treatment plans. Pain management was tailored to individual needs, with medication being reviewed and adjusted in consultation with the patient, ensuring both effectiveness and patient comfort. Daily ward rounds included updates on patients’ progress and care plans, allowing for open dialogue and shared decision-making. Each patient’s preferences and key information were displayed on bedside boards, ensuring that all members of the care team remained informed about the patient’s individual needs and preferences.

The surgical service demonstrated a strong commitment to addressing patients' immediate needs with promptness and compassion. Staff consistently made necessary adjustments to accommodate individual preferences and ensure responsive, person-centred care. Patients reported feeling well looked after, with their needs anticipated and addressed in a timely manner. Staff were proactive in maintaining patient comfort, such as ensuring they were warm and promptly providing assistance when required, all without unnecessary delays.

Staff placed significant focus on understanding and respecting patients' needs, views, and comfort. They actively engaged in discussions with patients about their preferences and wishes, tailoring care to prevent unnecessary discomfort or distress. Communication between staff and patients was empathetic and effective, with staff remaining vigilant for changes in patient conditions. Their attentive monitoring and interaction enabled them to identify and respond to immediate needs swiftly, employing appropriate tools and technologies when urgent intervention was necessary.

Overall, the surgical service's focus on workforce wellbeing and enablement reflected its commitment to creating a supportive and inclusive workplace, equipping staff to succeed and deliver exceptional care to patients.

The service ensured that staff wellbeing needs were met, providing essential resources and facilities such as regular breaks and access to well-maintained rest areas. These measures allowed staff to recharge and maintain their energy levels during shifts, promoting safe and effective working conditions. Staff, including nurses and senior leaders such as the matron, had regular opportunities to offer feedback, raise concerns, and propose improvements. This open communication fostered an environment where wellbeing was normalised, with inclusivity, active listening, and open conversations forming the foundation of the workplace culture. Staff reported feeling comfortable discussing any difficulties, assured that support was readily available.

The service implemented a range of personalised support measures tailored to the diverse needs of its workforce. These proactive and reactive measures ensured that staff had easy access to assistance, whether for work-related challenges or personal issues. Leaders, including the matron, actively valued their team, fostering a strong sense of belonging and mutual respect. Staff felt recognised for their contributions and were meaningfully involved in decision-making processes, enhancing their engagement and motivation. This sense of being valued by colleagues and leadership cultivated a positive work environment where staff were empowered to perform at their best and remain committed to providing excellent care.