- SERVICE PROVIDER
Hampshire and Isle of Wight Healthcare NHS Foundation Trust
This is an organisation that runs the health and social care services we inspect
Assessment report published 29 April 2026
Contents
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
Responsive
This is the first assessment for this service. This key question has been rated good.
Good: This meant people’s needs were met through good organisation and delivery.
.Staff managed beds well.
A bed was available when a patient needed one. Patients were not moved between wards except for their benefit.
Patients did not have to stay in hospital when they were well enough to leave.
The design, layout, and furnishings of the ward supported patients’ treatment, privacy, and dignity.
Staff supported patients with activities outside the service, such as work, education, and family relationships.
The service met the needs of all patients – including those with protected characteristics.
Staff helped patients with communication, advocacy and cultural and spiritual support.
The service treated concerns and complaints seriously, investigated them and learned lessons from the result.
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.
Person-centred Care
Description: We make sure people are at the centre of their care and treatment choices and we decide, in partnership with them, how to respond to any relevant changes in their needs.
Quality Statement Score: 3
3. We scored the service as 3. The evidence showed a good standard.
The service made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.
We saw evidence of person-centred care plans around sexuality and gender identity.
Staff gave patients a range of accessible information to empower patients to make their own decisions about their care and treatment.
Care provision, Integration and continuity
Description: We understand the diverse health and care needs of people and our local communities, so care is joined-up, flexible and supports choice and continuity.
Quality Statement Score:3
3. We scored the service as 3. The evidence showed a good standard. The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.
Staff encouraged and supported patients to undertake work and education opportunities.
Staff supported patients to maintain contact with their families and carers. We saw carers leads on the wards supporting contact with families and carers.
All wards had visiting areas and safe procedures for children visiting the wards.
Staff supported patients to access their chosen place of worship within the community.
Providing Information
We provide appropriate, accurate and up-to-date information in formats that we tailor to individual needs.
Quality Statement Score:3
3. We scored the service as 3. The evidence showed a good standard. The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual need
Staff made notifications to external bodies as needed. Including the Local Authority safeguarding team.
Information governance systems included confidentiality of patient records.
The service complied with the Accessible Information Standard. This is a mandatory UK legal requirement for NHS and publicly funded adult social care services. It ensures patients, carers and parents with disabilities, impairments or sensory loss receive information in accessible formats. For example, Braille. ensured that patients could obtain information on treatments, local services, patients’ rights and how to complain. We saw a range of relevant leaflets and posters on the wards including how to contact the CQC.
Staff made information leaflets available in languages spoken by patients. We saw evidence of these being made available on request.
Staff ensured carers, families and commissioners were regularly updated about the patient’s progress. Regular multidisciplinary team meetings took place which carers could be invited to at the patient’s request and with their permission.
Listening to and involving people
Description: We make it easy for people to share feedback and ideas or raise complaints about their care, treatment and support. We involve them in decisions about their care and tell them what’s changed as a result.
Quality Statement Score:3
3. We scored the service as 3. The evidence showed a good standard. The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result.
Patients knew how to complain or raise concerns.
When patients complained or raised concerns, they received feedback from managers. Staff tried to provide immediate verbal feedback as part of an early resolution process. Patients were offered and referred to advocacy services as appropriate. Staff protected patients who raised concerns or complaints from discrimination and harassment. Staff knew how to handle complaints appropriately. Staff told us how they would respond to a complaint and the stages of the process depending on the nature of the complaint.
Staff received feedback on the outcome of investigation of complaints and acted on the findings.
Equity in access
Description: We make sure that everyone can access the care, support and treatment they need when they need it.
Quality Statement Score 3
3. We scored the service as 3. The evidence showed a good standard. The service made sure that people could access the care, support and treatment they needed when they needed it.
Staff ensured the needs of patients with mobility issues were met. Wheelchair users stayed in bedrooms at ground level or had access to lifts. However, there was no garden access for disabled people at Parklands.
Staff made reasonable adjustments for patients and physiotherapy and occupational therapy (OT) assessments were completed for patients who needed support.
Some patients at Osborne ward, Sevenacres, Parklands, and Melbury Lodge, had complex physical health conditions and received specialist support from ward staff and visiting professionals.
There was adequate medical cover at all times. A doctor could attend the ward quickly in an emergency and the hospital was within a reasonable travelling distance to the local acute hospital.
Some of the wards were in isolated locations away from main hospital sites, such as Elmleigh and Hawthorns, St James out of hours doctor cover was provided on a rota basis with a duty doctor covering several local trust sites.
Staff had training in managing patients whose health was deteriorating and medicines could be prescribed electronically as necessary.
Staff ensured patients had access to post-discharge care. This included Section 117 aftercare for patients discharged from specific Sections under the Mental Health Act 1983, as well as community mental health services and crisis services. Staff from community teams were invited to attend discharge planning meetings and meeting with patients prior to discharge.
Discharge was occasionally delayed for other than clinical reasons. This was usually due to lack of available onward placements or accommodation.
The average length of stay in April 2025 was highest at 263 days in Saxon ward and lowest on the Hawthorns at 45 days.
Equity in experiences and outcomes
Equity in experiences and outcomes
Description: We actively seek out and listen to information about people who are most likely to experience inequality in experience or outcomes. We tailor the care, support and treatment in response to this.
Quality Statement Score:3
3. We scored the service as 3. The evidence showed a good standard. Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.
Staff within the service and the wider organisation promoted a culture in which the people using the service felt empowered to give their views. For example via feedback forms and community meetings.
The trust had undertaken equality impact assessments of their policies and procedures to ensure they did not place vulnerable people or people with protected characteristics at a disadvantage.
Staff are trained in equality, diversity, inclusion and human rights.
Planning for the future
Description: We support people to plan for important life changes, so they can have enough time to make informed decisions about their future, including at the end of their life.
Quality Statement Score:3
3. We scored the service as 3. The evidence showed a good standard. People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.
Staff supported patients to make decisions about their care and treatment and their future. For example, advance directive care plans. These are a voluntary, ongoing process of discussing and documenting a person’s values, wishes and preferences for future medical care, especially for when they may lose the capacity to communicate.
Staff created personalised care plans to account for the patient’s needs, wishes and feelings. We saw care plans which involved patients voice and sensitivity towards individual wishes.
Staff ensured all relevant healthcare professionals and other relevant bodies were involved in planning the care and treatment of people with complex needs. We saw evidence of multi-agency involvement in managing patients on the wards with physical comorbidities.