- Independent mental health service
Waterloo Manor Independent Hospital
Report from 27 January 2025 assessment
Contents
Ratings - Forensic inpatient or secure wards
Our view of the service
Date of assessment 14th May to 4th June 2024. Waterloo Manor Independent Hospital provides forensic services for up to 25 women. There are two low secure wards: • Cedar - 12 beds • Maple - 13 beds At the time of our assessment there were 13 patients admitted to Maple and 2 patients admitted to Cedar. The service had made improvements and was no longer in breach of regulations. Premises were now clean, the wards had been decorated, furniture had been replaced, and the seclusion room was now clean and fit for purpose. Defibrillators were now regularly serviced and safe to use. Care plans now reflected the physical health needs of patients. Governance processes were now effective. People were protected and kept safe. Staff understood and managed risks. Managers made sure staff received training to maintain high-quality care. Staff managed medicines well and involved people in planning any changes. However, patients and staff told us that some staff from overseas had limited use of English which caused communication challenges. People were involved in assessments of their needs. Care took account of people’s communication, personal and health needs. Staff worked with all agencies involved in people’s care for the best outcomes. They monitored people’s health to support healthy living. However, not all staff had a good understanding of the Mental Capacity Act 2005. People were treated with kindness and compassion. Staff treated them as individuals and supported their preferences. People had choice in their care and were encouraged to maintain relationships with family and friends. People were involved in decisions about their care. People received fair and equal care and treatment. Leaders were visible, knowledgeable and supportive. Staff felt they were treated equally, free from bullying or harassment. Staff understood their roles and responsibilities.
People's experience of this service
We spoke to 7 patients and 1 carer. Patients told us they were treated with kindness and compassion. Most patients understood their rights under the Mental Health Act and told us advocates visited the wards regularly. They told us they could keep in contact with family and friends via telephone, video calls, section 17 leave and visitors coming to the hospital. Patients said they were treated as individuals, and this was reflected in their care plans. Their medicines were reviewed regularly. Some patients told us they felt safe and said that staff were supportive. However, other patients disagreed with clinical decisions around their care. Some patients said that staff did not understand them and what they needed, with 1 commenting that “some staff don’t always understand English.” Although most patients told us they felt safe to raise concerns, they did not feel anything would be done about them. Patients told us they did not like the food or menu choices. A carer told us they were invited to meetings such as ward round and felt able to raise any concerns with staff or the manager. They told us that staff were caring, empathic, and looked after their relative well.