Crawley 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 treated with kindness and compassion. Staff treated people as individuals and supported their care. People had choice in their care and treatment. The service supported staff wellbeing. People were positive about the service, reporting friendly and caring staff cared for them. However, people reported issues with a long gap between referrals and receiving the appointment, and a lack of available parking.

When the service was last inspected and rated, the rating for this key question was good. At this assessment, the rating has remained the same. This meant people were safe and protected from avoidable harm.

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.

Staff cared for people with compassion. Feedback from people felt the staff were kind and said they were ‘empathetic’.

Staff maintained and protected people’s dignity, one person provided an example that a staff member did not read the persons weight aloud, this mindful approach to the persons care was appreciated and felt to be good practice.

Staff were kind to patients and each other. One person told us they ‘love the job and the people are lovely’. Staff provided emotional support to patients to minimise their distress. They understood how they could support patients and their families.

Partners had no specific feedback on this area.

Staff were caring towards patients and colleagues. Local leadership were approachable and responsive. We saw staff interacting with patients with kindness and respect.

People told us staff were ‘very nice’ and explained what they were doing. We heard how rapports were made with staff who people had encountered from previous appointment attendances.

The care provided was personalised to the treatment required and staff spoke kindness to patients.

The service ran smoothly with patients spoken to and treated respectfully. Patients were always spoken to in a professional and polite way.

Patients were encouraged to provide feedback to the service. Family and friends feedback cards were located at the entrance to clinics; text messages were also sent after appointments to encourage patients to provide feedback.

Many people told us the information they received for their appointment was clear, this encourages independence by providing the necessary and required information in a timely manner. However, one person reported there was a lack of flexibility with appointment times and that their relative would benefit from a morning appointment to better suit their needs.

Staff supported people to attend appointments. Staff were able to encourage patients to make choices and ensured information was provided in a way that was understood by the patients. Staff understood the importance of patients having control of their care and told us that booking an interpreter was preferrable to relying on language line (a telephone interpreter service) to ensure patients received accurate information to help inform their decisions.

Staff empowered patients by helping with transport and communication needs, for example helping to book taxis and ensuring language line or translator was available for appointments.

Staff were aware of people’s needs by taking time to communicate with them to ensure there was an understanding of their care to make sure they were comfortable.

Staff were able to recognise when people’s needs may change, for example requiring a safe space for difficult news. We saw there were dedicated spaces to support patients by creating a calm and quiet safe space to talk.

Staff were aware of what to do in the instance of a patient becoming poorly or deteriorating quickly. Staff could quickly recognise when people needed urgent help or support and used appropriate tools to assist, ensuring safe care was provided to patients.

Staff were alert to people’s needs through engagement and observation. Staff were kind and supportive when communicating with patients which encouraged people to talk to them.

Staff felt well supported by local managers and knew they could raise concerns and provide feedback if required, this would impact positively on patient’s as the care delivered would not be impacted as the staff were supported.

Staff had regular meetings with local managers who were aware of the need to support colleagues and advocate on their behalf.