Derbyshire 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

Responsive - this means we looked for evidence that the service met people’s needs. At our last assessment we rated this key question Good. At this assessment, the rating has remained Good. This meant people’s needs were met through effective planning and delivery. The service worked well with external partners, and patients when planning and delivering patient care, treatment, and planning for the future. The service completed appropriate assessments and demonstrated a person-centred approach which enabled them to respond quickly and efficiently to the patient’s needs. Accurate information was given to patients in a timely manner. Training and processes were in place which enabled the service to identify possible bias, discrimination and barriers to treatment, and how to act on this to support the patient appropriately. Where appropriate patients' families, and people who knew them well were encouraged and supported to be involved in their care and treatment.

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.

Patients were at the centre of their care and treatment planning, care plans consistently reflected individual circumstance, preference, and need. The service worked collaboratively with patients, families, and external partners to provide personalised care and treatment.

Staff completed thorough assessments with patients upon admission, which were reviewed regularly. Staff responded quickly to changing needs, and ensured care and treatment plans remained current and effective. Care and treatment plans reflected physical health, mental health, and included emotional, and social needs, including adjustments for protected characteristics under the Equality Act.

Patients received accurate, and up to date information about their diagnosis, and treatment options, that clearly explained the benefits or potential risks of any planned treatments. Where appropriate, staff encouraged and supported the involvement of family members. Shared decision-making and collaboration were promoted and supported. This safeguarded the patient’s preferences and autonomy, and ensured their needs were met.

Staff demonstrated a good understanding of the diverse health and care needs of the patients they cared for and endeavoured to deliver care that was joined up and flexible. They worked collaboratively across wider teams, and with external partners to ensure care was consistent and met the individual needs of the patients.

The service encouraged and supported patients to involve their families and people who knew them well in decisions about their care and treatment. When patients moved between services or discharged home, staff ensured the process was smooth with the appropriate support in place. The service invited external partners to care and treatment reviews, this ensured ongoing and collaborative care and maintained consistency which facilitated better outcomes.

Assessments ensured patients received the right care, treatment, and support for their current and future needs. By working closely and collaboratively with patients, their families and external partners, the service provided effective joined-up care that met the patients’ needs and preferences.

Staff provided patients with accurate, and up-to-date information about their care and treatment in ways they could understand. The service used systems and processes to adapt information to the patient's individual communication needs, and preferences, including easy-read formats, or information in different languages. When language barriers were identified the service utilised interpreter services to ensure any information provided to the patient, and their families was understood.

Clear policies and processes ensured the service managed patient information confidentially, and securely by adhering to General Data protection Regulation (GDPR). Staff actively identified, recorded, and reviewed patients’ information needs on a regular basis, and made reasonable adjustments when required and in line with the Accessible Information Standard. The trust’s website utilised an assistive technology toolbar, allowing users to customise their online experience to meet their individual communication needs. The assistive toolbar enabled visitors to the website to not only change font size, and colour but to also have information translated into over 100 different languages.

Staff ensured patients, families, and carers were regularly updated on care and treatment progress whilst maintaining privacy and confidentiality. The service displayed information about raising concerns or complaints throughout the environment and supported patients to understand their rights.

The service involved families and carers when appropriate and adhered to processes that ensured timely and accurate communication, and information sharing.

Staff supported patients, and families to provide feedback or raise concerns. Patients knew how to complain, and the service displayed clear information on how to access support, including advocacy services, interpreter support, and external organisations, for example, the patient advice and liaison service (PALS). One patient told us, “Staff helped me to complain about something ages ago, everything got sorted out and they kept me updated on what was happening along the way.”

In the three months prior to our assessment, the service received no formal complaints. However, one concern was raised by several patients, which was fully investigated and resolved positively. Patients were encouraged to share their opinions and feedback during community meetings. We reviewed the community meeting minutes, and found feedback and concerns had been clearly recorded, with any concerns raised being responded to promptly with clear actions, and feedback provided to those involved.

Families or carers were also supported to share feedback through feedback on care forms, quick response codes (QR), carer forums, and monthly face to face drop-ins.

The service, and its staff valued feedback and looked on it as a positive tool for improvement. Staff received regular updates on all complaints and outcomes, the learning from this enabled the service, and its staff to identify areas of improvement, and make positive changes whenever required.

By involving people in feedback and communicating actions taken, the service built and maintained trust. This ensured patients, and people visiting the service felt valued, listened to, respected, and included.

The service ensured patients could access care, treatment, and support in a way that worked for them and met their individual needs. By using effective assessment methodology, they identified and removed barriers to care, particularly for people with complex needs, enduring mental illness, or protected characteristics under the Equality Act 2010.

Upon completion of the appropriate assessments, patients were supported with any identified mobility needs and provided with the appropriate equipment. The service ensured that assistive technology aids were available and provided when assessed as necessary.

Medical cover was consistently available throughout the day and night. Doctors, and pharmacists attended the ward quickly in cases of emergency, day or night. Patients were promptly transferred to the local acute hospital if increased medical support, and intervention was required.

The service worked collaboratively with external organisations to improve access and transitions between services. The service coordinated, and worked collaboratively with GP’s, community Forensic mental health teams, and integrated care boards to plan and facilitate care, treatment, and support that was tailored to meet each patient's individual needs.

The premises were accessible, and the environment supported, and promoted access for all patients and visitors to the service. Staff were aware of social impact, with the service being part of the Joined-Up Care Derbyshire partnership initiative and worked to improve health and address inequalities for people who may be disadvantaged across the regional demographic.

The service planned, and had the appropriate links to aftercare provision, for example, community Forensic mental health teams, crisis services, assertive transitions service and continuing care. Discharges happened when clinically appropriate. The service worked collaboratively regarding discharge with external partners, this ensured the appropriate ongoing care and support was in place, with the overarching goal being better outcomes for patients who used the service.

Staff proactively captured the views of people who may be at risk of experiencing inequalities or poorer outcomes and used this feedback to enhance individualised care, support, and treatment. Patients felt empowered to share their views and were encouraged and supported to do so. The service fostered a culture where people’s voices were heard, respected and feedback acted upon.

There were effective policies in place which ensured the service adhered to the principles of Equality, Diversity and Inclusion (EDI). The policies aimed to safeguard against disadvantage for vulnerable people or those with protected characteristics and to promote fairness across all aspects of care within the organisation and to ensure the service was accessible.

Staff effectively supported patients with equality and human rights and adhered to legislation. Reasonable adjustments were made to meet each person’s social, cultural, and religious needs, for example, by working with independent communication support services, and information being provided in multiple formats to support individual need. Religious and cultural leaders were welcomed to visit the unit to spend time with patients if the request was made.

All staff completed mandatory organisational EDI training, which enhanced existing knowledge and ensured any potential inequalities or discrimination was recognised and addressed effectively. The service, and its staff were alert to the risks of unfair treatment and took the appropriate actions when needed to address any disparities in equity in patient experience and outcomes.

This approach ensured care was inclusive, responsive, and effectively delivered to meet the individual needs of patients most at risk of potentially experiencing poorer outcomes.

The service supported patients and their families to plan ahead and make informed decisions about their future care, and support. Families were involved in discussions, and decisions that reflected the patient’s wishes, needs and preferences.

Staff worked with patients to create personalised care plans that included their preferences, and individual needs, their views were captured and their voices heard. Care, treatment, transition, and discharge plans were reviewed regularly and adapted to meet any changing needs.

If required staff supported patients to complete advance care plans (ACP), for example, Do Not Attempt Cardiopulmonary Resuscitation (DNACPR) forms and Recommended Summary Plan for Emergency Care and Treatment (ReSPECT) documents.

The service worked collaboratively with external partners in care when formulating plans for patients with complex needs, which promoted consistency, continuity and coordinated support across different care settings.

This ensured patients received compassionate, and effective care which was focused on their long-term wellbeing, future plans and successful outcomes.