St Andrews Healthcare Northampton

During our assessment we observed some positive and responsive interactions between staff and patients. However, staff were not available for all patients as most staff were involved with enhanced observations. Most patients told us that staff treated them with kindness and compassion, however 2 carers raised concern regarding patients’ treatment. Not all partners were assured that people were always treated with kindness, compassion and dignity. Whilst most patients told us that they were treated with respect and dignity, two patients told us that this was not always the case. Staff told us that patients were supported to have choice and control over their own care and to understand their rights by using different ways to communicate. Staff told us that they use interpreters but also that they use IT such as google translator in everyday discussions. Patients did not always have access to activities and the local community to promote and support their independence, health and wellbeing, due to staffing levels. Some staff told us that they were unable to respond immediately to patient’s needs, as on occasions staff had to be taken off another patient’s observations to attend to the patient’s personal care. Staff also told us that incidents had occurred when they were unable to facilitate patients’ leave or activities. The provider had systems and processes in place for staff support including mandatory and non-mandatory training, supervision and appraisal; however, staff were concerned about the lack of support at ward level, due to staffing levels. Staff had regular opportunities to provide feedback, raise concerns and suggest ways to improve the service or staff experiences. However, leaders had not always provided support to staff post incident and following periods of sickness. Not all staff feel valued by their leaders and their colleagues. Some staff told us how their annual leave had been cancelled despite them having booked flights.