Cygnet Hospital Harrow

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

We looked for evidence on how the service provided was responsive. At the last inspection in 2023, we rated this key question as requires improvement. At that inspection, the service was in breach of regulation 16 (complaints). At this inspection, the rating has changed to good. This meant that the service had taken action to improve its responsiveness, particularly regarding the provision of information about complaints. We found no breaches of regulations in relation to this key question.

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.

The service made sure people were at the centre of their care and treatment choices and decide, in partnership with them, how to respond to any relevant changes in their needs. Staff regularly meet with patients to understand their views on care and treatment. These discussions took place in one-to-one meetings with nurses and in multidisciplinary team meetings. Staff monitored patients’ conditions and discussed any changes at handover meetings.

The service provided therapeutic and recreational activities to meet the needs and personal interests of patients. A timetable of therapeutic activities was displayed on the ward. Patients said they had participated in music sessions, creative arts activities, visited the gym, played board games and watched films.

This service admitted patients from across England for relatively short periods, usually less than one month. The purpose of the service was to stabilise patients experiencing an acute episode of mental illness. Throughout each admission, the service ensured that patients maintained contact with people in their local area. Staff had regular telephone contact with patients’ families and health professionals. Family members, bed managers and care co-ordinators were all invited to multidisciplinary team meetings. The service facilitated attendance by video link if people were unable to attend the hospital.

The service provided appropriate, accurate and up-to-date information in formats that we tailor to individual needs.

Staff had some access to the equipment and information technology needed to do their work. However, the nurses’ office was quite small. It was not always possible for staff to access a computer terminal when they needed one.

Team managers had access to information to support them with their management role. This included information on the performance of the service, staffing and patient care. This information was presented and discussed in clinical governance meetings.

Staff made notifications to external bodies as needed. The service submitted notifications to the Care Quality Commission in accordance with the requirements of their registration. The service submitted safeguarding referrals to the local authority.

Staff made sure patients could access information on treatment and local services. Staff explained that information was provided for patients if it was needed. Staff displayed information about safeguarding, infection control, the Mental Health Act, the independent mental health advocacy service and a list of mental health solicitors on a notice board.

The service made it easy for people to share feedback and ideas or raise complaints about their care, treatment and support.

Patients, relatives and carers knew how to complain or raise concerns. Patients said if they had any complaints, they would speak with nursing staff, their doctor or the ward manager in the first instance. One patient said that complaint forms were available in the nurses’ office.

The service clearly displayed information about how to raise a concern in patient areas. During an inspection in May 2023, the provider had the following breach: the provider must ensure all patients and carers on Byron Ward are provided with information about how to make a complaint, and that staff respond to complaints in line with the provider’s policy. The service had made improvements in this area since the last inspection and was no longer in breach.

Patients said that information about how to make a complaint was displayed on notice boards. Staff understood the policy on complaints and knew how to handle them. All complaints for the hospital were passed to the compliance officer who facilitated the investigation.

Staff knew how to acknowledge complaints and patients received feedback from managers after the investigation into their complaint. Since the ward opened in October 2024, the ward had received only one complaint. The service had sent an acknowledgement of this complaint within three days and completed the investigation within 14 days.

Managers investigated complaints and identified themes. The only complaint received by the ward had been made by a patient who had recently been discharged. The former patient complained that some of their clothes had been lost whilst they were on the ward. The service investigated the concerns and agreed to pay compensation for items that had been lost.

The service made sure that everyone could access the care, support and treatment they need when they need it.

The service met the needs of its patients. However, the ward could only be accessed by stairs. This meant the service was unable to accept referrals for patients with significant mobility impairments.

The service admitted patients from diverse religious and cultural backgrounds. Staff asked patients about their religious and cultural needs when they were admitted to the ward. The quiet room was used as a religious space for patients who wanted to pray. The service provided culturally appropriate food. The service also employed staff from diverse backgrounds. This meant the service was able to utilise the ability of staff to speak to patients in their first language whenever this was possible. One member of staff said they had recently accompanied a patient to church.

The service provided interpreters to translate for patients if required. However, all information displayed on the ward was written in English.

The hospital celebrated cultural events such as black history month, Diwali and Romania Independence Day.

Over 85% of staff had completed mandatory training in equality and diversity.

The multidisciplinary team planned for each patient’s discharge and return to their local area. Staff ensured that appropriate arrangements were in place to sustain the patient’s mental health. This included liaising with health and social care professionals in the patient’s local area to ensure they had appropriate accommodation to be discharged to and that a package of care was provided by the local mental health services.