Essex Partnership University 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

We rated Responsive as good because: The service actively sought and listened to information about people who were likely to experience inequality. Staff described patients' differing needs and made adjustments to support them. The service provided a variety of food to meet the dietary and cultural needs of individual patients. The service made it easy for people to share feedback and ideas or raise complaints about their care and treatment through regular forums. Patients said they knew how to complain. However, there was mixed feedback on their complaints and concerns being actioned. Three patients said they would be wasting their time raising concerns or complaints. They felt they never received a resolution and did not feel listened to.

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.

Patients said they knew how to complain, with some stating they had complained previously.

Staff understood the policy on complaints and knew how to handle them. The ward managers shared feedback from complaints with staff and learning was used to improve the service. Staff kept a log of all complaints, formal and informal, received about the service.

The wards had a box where patients could leave any feedback, ideas or raise complaints. The wards displayed accessible information for patients about mental health problems, local services, treatments, helplines, how to complain, who was in charge of the ward, advocacy services and sexual safety.

In the last 12 months, the service had received 2 formal complaints on Forest and Causeway Wards. These included complaints about their care and treatment. One of these was partially upheld and the other was not upheld.

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.

Patients were able to personalise their rooms, they had done this by putting posters and pictures on the walls. Patients were able to store their possessions securely. The wards had quiet areas where patients could relax and there was space on the wards for therapies and activities. Patients had a place where they could meet visitors. Patients had mobile phones and were able to make phone calls privately. There was access to well-maintained gardens. Information leaflets were available in languages spoken by patients who used the service. We observed staff engaging in activities with patients. However, some patients on the ward did appear bored. Patients said they had access to spiritual support and could see the chaplain they were also able to visit the onsite chapel.

The service actively sought and listened to information about people who were likely to experience inequality. Staff described patients differing needs and made adjustments to support them. For example, staff told us when they booked interpreters for patients whose first language was not English.

The service provided a variety of food to meet the dietary and cultural needs of individual patients. Staff made sure patients could access information on treatment, local service, their rights and how to complain.

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.