Hellesdon Hospital

We spoke with 25 people who were using the service. They told us that staff were supportive and one person said, 'I know who my key worker is. They are always happy to talk to me about my care.' Someone else said, 'I understand my rights and the appeal process.' Another person said that, 'The staff are supportive and l feel ready to go home now.'

The trust worked effectively with partners to support people to receive timely care and treatment that met their needs. However, we found that people did not always understand their rights and that their privacy, dignity and independence were not always respected. We found that considerable pressures affected some areas, particularly the community mental health teams and this had an effect on service delivery. For example, some people were admitted to hospital for longer than required, or placed on wards that provided care and treatment at a higher level than they required.

The trust had effective arrangements in place to identify and respond to safeguarding concerns. Staff received appropriate training to ensure that they reported such concerns as necessary.

People knew how to make a complaint and raise concerns and were supported to do so. Complaints were monitored to ensure that the trust investigated them and responded to people appropriately.