Lancashire & South Cumbria 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 inspection we rated this key question as good. At this inspection the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

We found there was access to therapeutic activities such as exercise, art and music.

Patients were involved in the daily running of the ward with community meetings taking place.

There was provision for those patients who had communication difficulties or poor language skills as well as support for those from different cultural backgrounds with different diets and religious leaders available.

This service scored 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not look at Kindness, compassion and dignity during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

Patients we spoke with generally felt informed about their care and treatment. Patients described that they had received information about their medication and that they were involved in reviews about their care and treatment. Patients reported that, where appropriate, their family, carers or loved ones were involved in meetings about their care. The wards held community meetings for patients and patients reported that they could raise issues during these meetings. Patients could access advocacy services. Patients we spoke with were generally positive about the staff and felt they were treated kindly and with care by staff. We observed positive interactions between staff and patients. We saw several family members and carers visiting and they were very positive about their experience. Carers and family members felt they did not have leave cancelled (The trust had recorded leave being cancelled six times in 12 months) and reported activities took place both on and off wards. Two patients on Duxbury ward did complain that they felt staff slept on night shifts. We investigated those complaints and the incidents they referenced but were satisfied staff had not been asleep.

The trust completed a friends and family survey and was able to produce data for each ward. Overall, the positive satisfaction level was 87.53%. Scarisbrick, Duxbury and Calder wards all recorded 100% satisfaction figures with the lowest being Avenham ward with 66.67%. Recorded comments for Avenham ward included patients wanting more staff and a dispute about not getting permission for leave. Staff supported patients to understand and manage their own care treatment or condition. We saw that patients had copies of their care plans and understood the treatment they were receiving. Staff directed patients to other services and supported them to access those services if they needed help. Patients told us they had no difficulty getting support both on and off the ward. Patients said staff treated them well and behaved kindly. We saw staff speaking with patients, interacting in a caring, interested manner and patients appreciated this. Staff understood and respected the individual needs of each patient. We saw in handovers that staff knew the patients well. Staff were able to tell us about patients and their histories, and how they recognised if patients were having a difficult time and how they would interact with those patients to support them. Staff felt that they could raise concerns about disrespectful, discriminatory or abusive behaviour or attitudes towards patients. Patients told us they knew how to complain, but felt they had no need to do so. Some had raised minor concerns and were happy that staff had taken them seriously and dealt with the issues raised.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.