Hampshire and Isle of Wight Healthcare 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

this means 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.

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

We rated this service as good because:

• Staff treated patients with respect and dignity.
• Staff changed their approach to meet the needs of individual patients.
• Staff provided information about treatment in a format patients could understand.
• Staff told patients if their needs could be met by another service.

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.

During all the episodes of care we saw, staff acted in a respectful and caring way. All the patients we spoke to told us that staff were caring and ensured they maintained their privacy and dignity. For example, staff saw patients in private rooms and staff always closed the door or used privacy screening with the permission of the patient.

Patients told us that staff listened to them before making decisions about their care and agreed any treatment plans with them.

The service was all located on the ground floor and was therefore accessible to all patients. Patients told us that staff ensured they understood individual needs and adjusted their approach to meet their needs. For example, patients told us that staff helped them to complete paperwork if needed.

Staff told us that they provided information about treatments and local services in an understandable format for the patient. This included information leaflets in other languages and access to interpreters.

The UTC was a walk-in service allowing patients to choose if they wished to use it. Once at the service staff would advise patients if their needs could be met elsewhere and would allow the patient to choose to remain at the UTC if they preferred to. Staff told patients what treatments the service could offer for the patients need and then allowed them to choose.

Patients presented at the UTC with a specific need which staff then assessed to offer a suitable treatment. Staff discussed any options for treatment with patients, and the patient selected the most suitable one for them. Patients we spoke to told us that they received the treatment they needed when they requested it. One patient we spoke to told us that staff had not offered any options for treatment but said that they got the treatment they needed.

The staff we spoke to said that they felt respected and valued by their managers. Staff told us that senior managers were available and would help in the unit if needed. Staff were proud to work at the Urgent Treatment Centre.

Staff were aware of how to contact the trust’s occupational health services, if needed. The service sickness and absence rate was 4.5%, which was lower than the NHS average of 4.9%. The turnover rate for staff was the same as the NHS average of 10%.

Staff received yearly appraisals where they could discuss their progress and any training they needed for career development.