Hampshire and Isle of Wight Healthcare NHS Foundation Trust

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

This means we looked for evidence that the service met people’s needs.

Good: This meant people’s needs were met through good organisation and delivery.

We rated this key question as good because:

• Staff ensure the young people received information in a way that was meaningful for them
• Staff completed a comprehensive review of the young person's needs before they were admitted

However:

• Staff did not always meet recognised individual needs

This service scored 68 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We saw that young people, and their families, when appropriate, had been involved in developing care plans. We saw that staff had asked young people about their likes and dislikes so that they could provide care in the way the young person wanted. Staff encouraged the young people to complete a ‘getting to know me’ sheet which enabled staff including those who were less familiar with the young person, to meet their needs effectively. However, families we spoke with told us that staff would not agree some requests for individualised care and this had caused some young people to disengage for their care plans.

The hospital had an education department on site. Young people had to attend education during the week between 9am to 3pm. The education team would tailor their support to the individual and would link with the young person’s school. Young people could sit their exams while at the hospital.

At the time of our inspection the service did not offer actual employment opportunities although we were advised that they were hoping to offer some form of work experience in the future. The service had access to career advisors, and they could offer the young people mock interviews.

All the young people could have access to a telephone to keep in contact with their families. If clinically appropriate, some young people could also have home visits with their family and meet up with their families in the community was encouraged by staff. However, families that we spoke with told us that the home visits were not always happening as often had previously been agreed, which they felt was due to there being more young people admitted to the hospital but no extra staff.

There was a multi faith room on the ward and staff could support young people to their chosen place of worship if they had leave.

Families told us that staff did not always update them about their young person’s care as quickly as they would like. Since staff had stopped inviting families to attend the ward round some families felt they needed to chase staff for information. Staff told us that this was a new change to their process and they were working to improve contact to the families. Families also reported that sometimes when they contacted the unit not all staff could give them a good update about their loved one.

The service made referrals to other organisations when needed. For example, they had made referrals to the local safeguarding team.

The electronic record system was secure as staff needed a card and password to access information. The trust had policies and procedures in place to ensure information was managed confidential. If confidential information was accessed or shared inappropriately there were processes in place to address this. This included staff following their responsibilities in line with their duty of candour. Duty of candour is a legal requirement for providers of health services to be open and honest when things go wrong with care and treatment.

Staff ensured that patients received information in a way that was meaningful to them. This included information about treatments, their rights, other services and how to complain.

In the past 12 months the service had received no formal complaints but had received two concerns. One relating to communication from ward and one relating to discharge planning.

Staff we spoke with knew how they should respond to a complaint if one was raised with them. There was information on how to complain displayed on the ward which included information on how to make a complaint about the Mental Health Act. However, not all the families we spoke with were aware of the complaints procedure.

There was a policy in place about how staff should investigate complaints and how managers should feedback the outcome of investigations to the young people, families and staff. Policies also covered how to protect patients or families who made complaints.

Staff assessed the young person’s needs before they and then considered whether they could safely meet those needs. There were bedrooms on the ground floor where the communal areas were and ramps into the dining area. There was access to medical cover 24 hours of a day and medical staff could respond to concerns on the ward quickly. The service was a short distance from the local accident and emergency department.

There was a transition team in place at the hospital that helped work with the young people around discharge. We saw that there were discharge plans in all the young people care records that we reviewed.

The service had regular ward meetings that gave the young people the opportunity to feedback to the service. When young people had Care Programme Approach meetings the chair of the meeting advised professional that they must encourage the young persons to express their views.

The trust completed impact assessments on policies and procedures to ensure they did not disadvantage people with protected characteristics, as defined in the Equality Act. Staff received training in equality and diversity, at the time of our inspection 96% of staff were complainant with this training.

Staff involved young people and their families in decisions about their care. They asked young people for input into care plans and meetings about their care such as CPA meetings and ward rounds.

The service involved other professionals when appropriate, to plan transitions and to ensure the young people got the care and support they needed when staff discharged them from the hospital.