Mount Gould 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

We looked for evidence that people were always treated with kindness, empathy and compassion. We checked people’s privacy and dignity was respected. We also looked for evidence that every effort was made to take people’s wishes into account and respect their choices, to achieve the best possible outcomes for them.

This key question has been rated good. This meant people felt well-supported, cared for or treated with dignity and respect.

We have not awarded this service a score for Caring.

Find out about when we will not publish a key question score and what we look at when we assess Caring.

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

Feedback collected by the service showed over 99% of people who had used the service said they were treated with dignity kindness and compassion. During the assessment of the service 1 person told us, “I feel staff did respect my privacy”.

During the assessment of the service, we observed staff treating people with dignity kindness and compassion. When staff were discussing confidential information, this was done in private.

The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences.

During the assessment of the service, we observed people being given the opportunity to ask questions. Staff spoke to people in a way they could understand and explained what the X-ray process looked and felt like.

Staff told us they had access to tools to help them communicate with people who had different communication needs. There was access to interpretation services for people who did not speak English as well as visual prompts.

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

People using the service told us they were given choice about their care. One person told us, “I would prefer always to come here, as it is closer and more convenient.”

The booking process enabled people to choose the location at which they were seen. This meant they could book a location and time that was convenient for them. There were certain restrictions at the service to ensure care was safe.

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.

People using the service told us staff were responsive to their needs. One person said, “I had an X-ray once before and did not have a great experience… but the member of staff here knew what they were doing which was reassuring.”

During our assessment of the service, we observed staff building good rapport with people at appointments. Staff responded to people’s concerns and took time to answer any questions. The service sought feedback from people. This gave people who used the service the opportunity to highlight both good and poor experiences. The most recent survey data showed over 99% of people who had used the service had a positive experience of the service.

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

The service had policies and procedures to support staff. This included information on lone working and managing stress. Staff had access to professional advocacy, this was protected time to talk to a trained colleague who could offer staff advice and support.

Staff told us they felt supported by leaders. They said training, supervision, and access to ongoing professional development ensured they were confident in their role.