21 March 2023
During a routine inspection
The rating of the core service inspected improved. We rated it as outstanding because:
Patients were protected by a strong comprehensive safety system with a focus on openness, transparency and learning when things went wrong. The service had enough staff to care for patients and keep them safe. Staff had training in key skills, understood how to protect patients from abuse, and managed safety well. The service-controlled infection risk well. Staff assessed risks to patients, acted on them and kept good care records. They managed medicines well. The service managed safety incidents well and learned lessons from them.
Staff provided good care and treatment, gave patients enough to eat and drink, and gave them pain relief when they needed it. Managers monitored the effectiveness of the service and made sure staff were competent. Staff worked well together for the benefit of patients, advised them on how to lead healthier lives, supported them to make decisions about their care, and had access to good information. Key services were available seven days a week.
Patients were truly respected and valued as individuals and were empowered practically and emotionally as partners in their care. Staff treated patients with compassion and kindness, respected their privacy and dignity, took account of their individual needs, and helped them understand their conditions. They provided emotional support to patients, families, and carers.
Services were tailored to meet the needs of individual patients and were delivered in a way to ensure flexibility choice and continuity of care. The service made it easy for people to give feedback. People could access the service when they needed it and did not have to wait for treatment.
The leadership, governance and culture were used to drive and improve the delivery of high quality person centred care. Leaders ran services well using reliable information systems and supported staff to develop their skills. Staff understood the service’s vision and values, and how to apply them in their work. Staff felt respected, supported, and valued. They were focused on the needs of patients receiving care. Staff were clear about their roles and accountabilities. The service engaged well with patients and the community to plan and manage services and all staff were committed to improving services continually.