Central and North West London NHS Foundation Trust

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

Staff treated patients with compassion, empathy and respect, promoting positive interactions and person-centred support. Patients reported feeling understood and supported by staff who provided tailored activities and support.

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 attitudes and behaviours when interacting with patients showed that they were friendly, respectful and responsive, providing patients with help, emotional support and advice at the time they needed it.

The service treated people with kindness, empathy and compassion and respected their privacy and dignity.

Staff supported patents in an appropriate and supportive manner. Patients were treated with kindness and staff understood their individual needs.

Staff supported patients to understand and manage their care, treatment or conditions. Staff provide one-to-one sessions with patients to go through risks, treatments plans and options for therapeutic activities. Staff supported patients to engage in meaningful therapeutic activities. For example, one patient told us that they enjoy the walking group, which helped their mental wellbeing.

Most patients said staff treated them well, were kind and supportive.

Staff understood the individual needs of patients, including their personal, cultural, social and religious needs.

Staff followed policy to keep patient information confidential. Information held on electronic systems was protected. Staff entered a personal username and password to access this information.

The service treated people as individuals and made sure their care, support and treatment met their needs and preferences, taking account of their strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Staff within the service had a good understanding of each patient’s mental health, their risk history and their social circumstances. Occupational therapists where available to support patients with their activities.

Patients came from diverse cultural backgrounds. Staff recognised this and provided support to patients where required.

The service promoted people’s independence, so they knew their rights and had choice and control over their own care, treatment and wellbeing.

Patients were supported to have choice and control over their own care and to make decisions about their care, treatment and wellbeing. Patients told us that they felt involved in their care and treatment.

The service listened to and understood people’s needs, views and wishes. They responded to these and acted to minimise any discomfort, concern or distress.

Patients told us that staff were mindful of their privacy and confidentiality. Patients told us that interactions between themselves and staff were caring and compassionate, enabling staff to meet people’s needs quickly and in ways that reduced and mitigated people’s discomfort and distress.

Patients told us they felt listened to and their feelings were respected. Patients felt able to approach staff with concerns, and able to voice their feelings and feedback. The service had set up a peer support group and this was due to commence shortly.

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

Staff told us that morale across the team was mostly positive. The estates difficulties were affecting staff negatively due to lack of space and staff told us that they felt pressure around implementing new ways of working too quickly. Staff told us about challenges with administration tasks and how this could be improved to boost moral and better outcomes. Managers told us that they were aware of these issues and were looking at ways to improve these. Most staff told us that there was a positive culture, supportive, good peer support, and that leadership were contactable and not hierarchical.

An employee assistance programme was available to staff.The provider also offers an employee reward programme.