Priory Hospital Arnold

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

We saw staff treating patients as individuals, with dignity and respect. Medical support and equipment was available to allow the service to respond quickly to the needs of the patients. Family members and people who knew patients well were encouraged to be involved with the care and treatment of their relatives. Staff were visible and available to patients supporting them to maintain their independence, choice and control. Staff received adequate support, breaks and rest periods which allowed them to deliver care in a safe and effective way. Patients felt they were supported to be independent and were involved in their 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 told us they were treated with dignity, respect and saw them as individuals and delivered person centred care. They were encouraged to be involved in their care plan and if there was anything they didn’t understand staff would support them and explain this to them.

Staff told us they built good relationships and got to know patients, which helped them deliver person-centred care. They were aware of any patient communication needs and if required had access to communication resources. They tried to always be available for patients, and responded to needs quickly. They always attempted to maintain the privacy and dignity of patients and utilised gender specific staff for the purpose of patient observation when appropriate.

Partners told us feedback from patients was generally positive and where concerns were raised the service responded to them quickly.

We observed staff treating patients with kindness, compassion, dignity and respect. Staff were present, available for patients and were observed having 1 to 1 time with the patient when requested. Gender specific observations were being completed with female patients having female staff members. Clear signage was in place informing patients of gender specific areas, to help maintain privacy and dignity.

Patients were encouraged to be involved in their care and treatment to ensure preferences were captured in treatment plans.

Staff built good relationships with patients and demonstrated good knowledge around the importance of personalised care. As patients were encouraged to be involved in their care and treatment it helped staff understand individual needs.

There was a relaxed atmosphere on the wards, staff and patients had a good rapport with each other and addressed each other on first name terms. Staff and patients were engaging in activities on the ward.

Care plans were person-centred and evidenced patients were involved in there development and reviews. They included patient preferences and were written in the patient’s voice.

Patients had access to an independent advocate who supported them with their ward reviews, if they wanted this. They were encouraged to keep in contact with family and friends if they wanted to using their own phones or a ward phone.

Staff supported patients to be as independent as possible and have choice regarding their care and treatment. Patients had regular ward reviews and regular 1 to 1 time. There was access to external support when communication needs were identified to help maintain independence.

Staff were observed supporting patients with meal choices, daily living activities and use Section 17 leave to access the community and local shops. Information was available on ward notice boards informing patients of their rights, Care Quality Commission contact details, feedback on care, the complaints process, an activity timetable, meal choice, interpreter services, advocacy and general well-being information.

All wards had weekly community meetings in place where patients could discuss areas impacting them including if patients felt safe, patient privacy and any concerns. Where actions were identified they would be noted along with who was going to complete them. At the end of the meeting minutes patients were able to give anonymous feedback through a short survey using a QR code (quick-response code).

Patients told us they felt able to approach staff if they had any concerns related to their health, treatment, or medications. Staff were always available to listen to them and responded in a respectful way.

Staff told us they supported patients in an open and honest way and were responsive to their needs. Staff demonstrated a good knowledge of both the safety and risks on the ward environment, detailing the technology and equipment available to maintain patient safety.

Staff were present and available on the ward areas and engaged in meaningful conversations with the patients. There were times when patients made requests of staff which were promptly responded to. We observed emergency equipment was available and checked to support patients if needed in and emergency.

The service had access to on-call rota in place that clearly showed the medical support, senior management, and ward management availability.

Staff told us they received adequate breaks and rest periods. They attended regular team meetings and huddles where knowledge and learning were shared. Regular supervisions were in place, and they were encouraged to give feedback on the service. They felt valued and appreciated by managers and senior leaders and had access to an employee systems program, which staff could access 24 hours a day for well-being support.

Staff had access to a health and well-being support application available on their mobile phone. Staff had access to a freedom to speak up guardian, who they could speak to confidentially. Managers supported staff through regular managerial supervisions and annual appraisals.