Midlands Partnership University NHS Foundation Trust

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

This means we looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question good. At this assessment the rating has remained good.

Good: This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 80 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We spoke with 19 patients and 9 carers. Patients and carers said staff were polite, courteous and acted with kindness. We observed that staff were approachable and available when they needed them. They provided patients with help, emotional support and advice at the time they needed it.

Patients said staff listened to them, treated them with respect and were responsive to their needs. Patients’ privacy and dignity was respected and upheld at all times.

Staff supported patients to understand and manage their care, treatment or condition. Staff understood the individual needs of patients. We observed staff talking with patients and showed they knew them well.

Two patients and 1 carer told us staff ‘shined a light’ with a torch into their face at night whilst doing routine nightly checks. Managers had identified this issue from previous feedback.

Staff ensured patients individual needs were adhered to. Information was presented in a way that patients and carers could understand. Staff met the needs of patients with specific communication needs. Several patients first language was not English and 1 patient had a hearing impairment. Staff ensured patients had access to interpreters and signers.

Patients could obtain information on treatments, local services, or how to complain. There were leaflets and ‘You said, we did’ feedback displayed across all the wards. Most patients told us they knew how to raise a concern if they needed to. Information leaflets were available in languages spoken by patients.

The wards were accessible for patients with a physical disability; they were all on the ground floor and had accessible bedrooms and bathrooms were available.

Patients had a choice of food to meet the dietary requirements of religious and ethnic groups and to account for allergies and intolerances. Patients had access to appropriate spiritual support if they required it.

Patients said they had independence and staff helped to support them to make decisions. The trust promoted a ‘Patient Knows Best’ app. which was a secure online portal and could be downloaded to patients’ phones or electronic devices. It allowed patients to store and access their own health care record so they had information to hand and could share and input into their care. It helped promote patient engagement. Unless there was a specific risk, patients had free access to their mobile phones.

Patients said they could see their loved ones as often as they wished. There were specific areas so children could visit safely off the wards.

Patients had choice about how they expressed themselves. Any cultural differences were embraced and provided for.

We observed patients engaging with ward activities. Brocton and Chebsey ward kept their garden doors locked, however staff opened them when patients wanted to go outside. This was in line with the trust’s policy.

Staff used de-escalation techniques to reduce the need for physical interventions when patients’ behaviours became heightened. Norbury PICU had a de-escalation area which gave patients time and space to calm down when they became distressed. Staff said patients were offered post incident support which could be delayed for clinical reasons when required.

Patients said staff were caring and responsive. Staff said they identified and responded to changing risks or behaviours posed by patients and intervened quickly to help them manage their distress or agitation. We observed staff being particularly vigilant to a patient whose risk to other patients and staff had increased and they ensured the ward was kept safe.

Norbury PICU had a very well-equipped comfortable sensory room. The sounds, lighting and interactive picture floor could be modified and changed dependent on individual preference or needs at any specific time. Brocton ward had recently developed and opened the ’cubbie’, which was a small sensory pod in the main ward area. Staff told us how it had helped patients feel calm and less agitated. Senior staff said they planned to expand this approach to other wards within the trust.

Staff were aware of and dealt with any specific risk issues, such as falls or pressure ulcers and care planned for these accordingly.

Staff felt respected, supported and valued. They felt positive and proud about working for the trust and their team. Staff had access to support for their own physical and emotional health needs through staff support services and occupational health. Sickness and absence were monitored and managers supported staff when they were off longer term. Staff said the trust were supportive about career development and attending further education or training to enhance skills and knowledge. The trust recognised staff success within the service through staff awards.