Manor 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

The service generally treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff worked closely with the trust’s multi-faith chaplaincy service who provided advice and support, but patients were welcome to invite in their own faith leaders if preferred. Patients said staff responded quickly to their call bells.

However;

Patients consistently scored the statement ‘Did healthcare professionals speak to each other about you as if you weren’t there’ below the national survey average in the last 3 patient voice surveys.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service generally treated people with kindness, empathy and compassion, and respected their privacy and dignity.

Staff maintained patient confidentiality. We observed a staff member ensuring that side room doors were closed before a safety huddle where patients were being discussed.

Patients scored the statements ‘Did you feel you were treated with dignity and respect’ and ‘Did you feel able to talk to members of hospital staff about your worries and fears’ above the national survey average in the last 3 patient voice surveys before the assessment. We viewed several ‘Thank You’ cards on display, from former patients and their families and students.

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

Staff told us they worked closely with the hospital’s multi-faith chaplaincy service who provided advice and support, but patients were welcome to invite in their own faith leaders if preferred. A member of critical care staff was also a chaplain and used this experience to support patients. Patients said staff asked about their dietary preferences and provided choice.

We reviewed a sample of patient journals that nursing staff updated twice a day for patients in their care. Staff explained how they had cared for them, who had visited that day, as well as writing encouraging and inspiring comments.

We noted that a 2-hour pet therapy session was offered once a week in the service.

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

There was an adult organ and tissue donation guideline, however this was expired, with a review date of 2022.

We were provided with examples of slide shows designed for patients named ‘Your ITU journey’, which had photographs and explanations of equipment and treatments such as ventilation, tracheostomy and different lines as well as information on what to expect post discharge. Additionally, we reviewed a slideshow for patients on what financial help they could receive on leaving the hospital.

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.

Patients we spoke with said staff responded quickly to their call bell. Leaders carried out falls and deconditioning audits which included whether patients’ call bells were within reach. We reviewed the last 3 audits, and in the 2 audits where recorded, 100% of patients sampled could reach their call bells.

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

We saw various staff and patient wellbeing initiatives. For example, the department had hosted meet and mingle sessions. This was a social group for patients who had spent time in the intensive care unit. There was a therapy dog that attended the unit every Monday to see the patients. We also saw the department had hosted an ICU family summer picnic in 2024 where people could bring their family, have a picnic and have a chat and a catchup.

The unit had also hosted coffee mornings where people could bring a cake and wear colourful clothing to celebrate the dedication, hard work and resilience of staff. The GEMS newsletter contained a section on wellbeing and education and shared congratulations to staff on special occasions.

The service had a health and wellbeing champion. There were also 4 professional nurse advocates, although staff told us that there was not always the recommended 4 hours per month available to effectively carry out this role, and staff mainly relied on impromptu conversations. Staff told us that 4 free events were held per year, including an event to celebrate international nurses’ day. We heard about new starter days which staff felt were beneficial to teamwork and camaraderie. Student nurses we spoke with were complimentary about the teaching and support they were receiving on the unit. One student said that they would like to work in critical care upon qualification. Medics told us that they could attend a journal club once every 2 weeks.