Is the service effective?

The following excerpts are taken from our Care Quality Commission Inspection Report 2015.

The patients and the relatives told us they felt “quite confident” in the staff’s ability to provide care and support.
A patient commented, “they know what you need and they never rush you”. Other comments were the care was “excellent” and the staff were “very good and treat you with the utmost respect”. Relatives told us “the care and facility are excellent”. Patients said their pain was well managed and staff ensured they had regular pain control.

During mealtimes we observed patients were supported and encouraged to eat. Choices were offered. Patients completed a daily menu and they said they could have “something else if you don’t fancy what’s on the menu”. Hot and cold drinks and different flavoured supplements were available to patients at all times. Relatives told us, “the food is good” and patients we saw had plenty of choices. Staff confirmed hot food was available at other times and not restricted to set meal times. We were told “you can ring and the porter will bring you a meal which we can heat in our microwave”.

Patients expressed a high degree of satisfaction with pain control. Patients commented “I have no pain”. Another patient told us “the staff are always checking if we are comfortable”. Discussions with family indicated they were satisfied with their loved ones pain management, and the staff were very good at changing patients position and providing pain relief.

Care is funded with costs of 90% provided by the NHS and 10% by the charity. The charity enhances the service provision through volunteers providing support, such as transport, gardening, equipment, and assisting patients and their families. There were approximately 100 volunteers, who received an induction training, including health and safety, and hand hygiene. We received positive feedbacks from these staff about the training and support, feeling valued and being part of the team. Patients and relatives were complimentary about the volunteer service and support they received including transport in order to be able to visit their relative.

There was an appraisals system for the staff and they felt closely supported. They said they found clinical supervision “very beneficial”. This meant patients received care from staff whose practices were monitored and additional support or training provided as needed.

Read the full report here: CQC inspection

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