Pilgrim Hospital

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

We rated responsive as good. We assessed 2 quality statements. The service made sure people were at the centre of their care and treatment choices and decided, in partnership with them, how to respond to any relevant changes in their needs.

However, the service did not always provide appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

We have not awarded this service a score for Responsive.

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

During our assessment, we observed a shift change handover and individual patient handovers between staff. We saw staff routinely discussed people’s emotional and mental health needs when they required additional support. For example, staff assessed each person’s health when admitted and provided support for any individual needs to live a healthier lifestyle.

On one of the wards, we visited they had a ‘Five ways to wellbeing’ board for both patients and staff. The board had 5 categories of information, for example ‘Stay Hydrated’, ‘Be active’ and ‘Connect with other people’. Each category had suggestions on how to achieve the stated objective. For example, the Connect category suggested the following, ask people if they are, OK? Make an effort to speak to others and say good morning to anyone and everyone you see.

We did not look at Care provision, Integration and continuity during this assessment. There is no previous rating for the Responsive key question so we cannot yet publish a score for this area.

During our assessment we observed that most staff took time to provide information to people and to ensure this was done in language they could understand.

However, one person who had waited for over 24 hours for an in-patient bed, said they felt the communication between staff was ‘confusing’ and that one doctor had said they could go home and then another doctor an hour later just as they were preparing to go home had said they had to be admitted to hospital.

We did not look at Listening to and involving people during this assessment. There is no previous rating for the Responsive key question so we cannot yet publish a score for this area.

We did not look at Equity in access during this assessment. There is no previous rating for the Responsive key question so we cannot yet publish a score for this area.

We did not look at Equity in experiences and outcomes during this assessment. There is no previous rating for the Responsive key question so we cannot yet publish a score for this area.

We did not look at Planning for the future during this assessment. There is no previous rating for the Responsive key question so we cannot yet publish a score for this area.