ACES (Cromwell Road)

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• 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

We rated responsive as good. We assessed 1 quality statement on listening to and involving people. It was easy for people to give feedback and raise concerns about care received. The service treated concerns and complaints seriously, investigated them and shared lessons with all staff. The service included patients in the investigation of their complaints.

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.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

The service made it easy for people to give feedback. Patients, relatives, and carers told us they knew how to complain or raise concerns . The service clearly displayed information on how to raise a concern in patient areas.

Staff understood the policy on complaints and knew how to handle them. Patients and relatives participated in the complaints process from beginning to end and the service sought to provide early resolution locally wherever possible to reduce the impact on the complainant. Leaders told us they promoted a culture of honestly and transparency when dealing with complaints to share learning and positive feedback with the wider staff teams. Leaders told us that it used complaint trends and themes to improve services for patients and their relatives.

The service had an up-to-date complaints management policy. This policy set out the services responsibility to listen and respond to complaints made about the service and meet its regulatory responsibilities. There were processes in place for managers to share feedback from complaints and learning was used to improve the service.

We did not look at Equity in access during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.