The Robert Jones & Agnes Hunt 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 treated people with kindness, empathy and compassion and respected their privacy and dignity. Patients said staff responded quickly to their call bells.

In April, the friends and family test (FFT) data showed that 97.69% of patients would rate their experience as good or very good and 0.95% patients reported a negative FFT score for the unit with 16 negative comments received. 13 were received for main outpatients, 2 in ORLAU, and 1 in orthotics. 8 patients mentioned waiting times, 4 patients were unhappy with the outcome of their appointment, 2 left no comments and 2 were compliments. These figures were not broken down to each ward and were overall figures from FFT.

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 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 which was updated and amended as and when required.

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

Staff felt positive and proud about working for the trust and their team. Staff told us they had managed through COVID since the last inspection and had created a better work environment of appreciation of the team and workplace.

Staff had access to support for their own physical and emotional health needs through an occupational health service.

The service’s staff sickness and absence were similar to the average for the provider.

Staff appraisals included conversations about career development and how it could be supported.

WhatsApp system was used for real-time updates on staff rota’s and assignments, allowing staff to see who was on duty and where.

Handover between on-call staff typically occurred between 5pm and 6pm, with flexibility based on theater schedules and emergencies, with face-to-face handover as standard unless scheduling conflicts arose. Nurses sometimes found it difficult to contact the specialist team, particularly surgeons, after 6 pm, especially when anesthetists were not present, as surgeons may be busy on the ward or assisting at theatres.

Some staff told us that the current HDU capacity and space limitations posed a risk to accommodating increasing patient numbers, complexity and could impact staff workload. The consultant emphasised that without addressing staffing, space, and resource limitations, the unit's vision for national specialisation and advanced care would be difficult.

One patient we spoke with told us that staff were caring and doing the best they could, they said that they wish staff could work sensible hours as they could see them under pressure, tired, and working long shifts