Fleetwood 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 the service involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question good. At this assessment the rating has remained good.

This meant people were supported and treated with dignity and respect; and involved as partners in their care.

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.

Staff treated patients with compassion and kindness, respected their privacy and dignity, and took account of their individual needs. Staff introduced themselves to patients and said what their role was. Staff were discreet and responsive when supporting patients. They took their time to interact with patients and those close to them in a respectful and considerate way.

Staff provided examples of where they had supported patients to manage anxiety or address any concerns they had about their appointments or treatment by taking time to speak with them and discuss their concerns. Patients who were particularly anxious, who were very young or who had cognitive impairment were able to have somebody familiar with them. Patients said staff treated them well and with kindness.

Staff followed policy to keep patient care and treatment confidential.

We observed staff addressing people by their preferred names, engaging in meaningful conversations, asking about concerns, and responding appropriately to resolve any issues raised. This demonstrated a caring and person‑centred approach to care delivery.

We reviewed patient satisfaction survey results for outpatient services at Fleetwood Hospital. The results showed high levels of satisfaction across the services reviewed:

• Dermatology services: 100% satisfaction
• Long‑term conditions clinics: 100% satisfaction
• Rheumatology services: 85.71% satisfaction
• Specialist medicine services: 100% satisfaction

The survey results indicated that people would recommend these outpatient services and reflected consistently positive experiences of care provided at Fleetwood Hospital.

Staff understood and respected the personal, cultural, social, and religious needs of patients and how they may relate to care needs. For example, outpatient letters contained the telephone number contact details so patients could ring in advance and request specific requirements.

Patients told us they were treated as individuals and staff mostly enabled them to have their needs met on time, where this was dependent on timely appointments.

Feedback was gathered through patient surveys and concerns were responded to. We reviewed 10 patient notes and saw these were tailored to individual needs and circumstances.

Staff gave examples of how they supported people living with dementia. This included liaising with specialist dementia nurses and working closely with people important to the service user to develop a holistic care plan. Staff told us that, where appropriate, arrangements would be made for a member of staff to meet the person upon arrival at the hospital and escort them directly to their appointment to reduce waiting times and provide a low‑stress environment.

Staff told us they were involved in multidisciplinary meetings to plan and support attendance for people with higher levels of vulnerability. This included individuals who required input from safeguarding teams to ensure they could access care safely and effectively.

Staff had access to an interpreting service and written information was provided in other languages commonly spoken within the local community. This supported people whose first language was not English to access and understand the service.

We saw patients were encouraged to be as independent as possible when moving around the outpatient department.

There were aides and equipment available to support people’s independence, such as walking frames. Staff were aware of these tools and how to support people to use them.

People using the service were able to bring someone with them to accompany them to appointments if they wished, and staff told us this was encouraged where it supported the person’s needs.

Staff observed patients and intervened where they saw people were uncomfortable, uncovered or distressed. People used familiar items of equipment, such as walking sticks and were encouraged to bring any belongings they needed with them, for example, their spectacles.

People who used mobility aids such as walking frames or crutches were supported to do so and wheelchairs were also available if they preferred to use these.

Staff gave patients and those close to them help, emotional support and advice when they needed it.

Where people had specific needs, such as an increased risk of falls or pressure damage, staff used appropriate care plans to manage these risks. Staff told us that people with identified increased risks were prioritised for their appointments to reduce waiting times and support their wellbeing.

The nursing team also told us about how they supported people who were receiving difficult or distressing news. Staff explained that they would remain with the person to offer emotional support and provide reassurance, including supporting the clinician delivering the information when additional time or support was needed. This demonstrated a compassionate and patient‑centred approach to care.

Staff had access to resource and facilities for safe working. This included being able to take breaks, designated rest areas and facilities.

Staff were able to provide feedback, raise concerns and suggest ways to improve the service or staff experiences and could expect a response.

Staff had access to personalised support which recognised the diversity within the workforce. A range of Trust‑wide initiatives were in place to support staff wellbeing. These included access to an Employee Assistance Programme, which provided staff with information about available services and how to access them. Staff were also able to use cognitive behavioural therapy (CBT) workbooks to support them with stress, anxiety, and mild depression.

Staff had access to a Wellbeing and Engagement SharePoint page on the trust intranet. This provided resources to support mental, physical and financial wellbeing.

The trust also delivered staff wellbeing‑focused campaigns throughout the year. These included initiatives such as the ‘RUOK?’ campaign, which used posters and QR codes to signpost staff to information and support on topics including general wellbeing, mental health, gambling and financial concerns. During the winter period, Winter Wellbeing materials were distributed, offering advice on staying healthy and highlighting available mental, physical and financial support.

In addition, a monthly wellbeing newsletter was circulated to staff. This shared information about health promotion activities aligned to the NHS Employers Calendar of Awareness Days. Topics included Mental Health Awareness Week, World Mental Health Day and World Suicide Prevention Day.

The trust and local leaders ensured staff with protected characteristics felt included and respected within the service. Using the staff protected characteristics forums, staff members can raise concerns to senior management at the trust to improve support for staff members and patients.

These arrangements supported staff wellbeing and contributed to a positive and inclusive working culture within the outpatient department.

Staff felt valued by their leaders and their colleagues. We spoke to staff who provided examples of how they worked together. Management would attend the service weekly and attend in-between if required. Staff told us that management has an open-door attitude and will listen to concerns raised. The staff who work at Fleetwood Hospital, use messaging groups to keep in touch and support each other.