Victoria Infirmary

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

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 as Good. At this assessment, the rating remains the same.

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.

The service treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Staff we spoke with understood Gillick competency and there was a process to ensure young adults had control over their own privacy and the amount of parental involvement in managing their care and support.

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

The service used an exclusion criteria and triage process to ensure patients were appropriately signposted or escalated according to the individual need.

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

Staff helped patients and their carers to access advocacy and community-based services where appropriate.

We saw patients telephone the service asking if they could attend the service. Patients could self-refer locally and out-of-area.

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.

The minor injuries unit had an exclusion criteria and triage system that ensured people with immediate needs had access to the appropriate services. Staff we spoke with knew the process for referral to emergency support, including mental health crisis teams.

All patient feedback we received was positive about the care and treatment they received.

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

Staff told us they did not always feel valued by leaders. Some staff were concerned about the lack of support from leaders and managers historically but told us this had improved over the last few months.

We received mixed feedback from staff about their experiences of working at the service.