Alderney Hospital

The inspection team was led by a CQC inspector who was joined by a practising professional and an Expert by Experience who has personal experience of using or caring for someone who uses this type of service. We talked with patients and observed the care and support provided to others. We used the Short Observational Framework for Inspection (SOFI). SOFI is a specific way of observing care to help us understand the experience of people who could not talk with us.

We visited one assessment and treatment ward for 29 people with dementia. Patients on this ward were not able to tell us about their experience of receiving care at the Alderney Hospital. Therefore, we relied on our observations and our discussion with staff on the ward to inform our judgements on this occasion. We also visited two rehabilitation wards which had beds for 48 patients. We talked with eight patients on these wards whose views are reflected below.

People on the rehabilitation wards told us they were treated with dignity and respect. For example, one patient reported that staff always knocked on their door before entering. Another patient told us that staff called them by their preferred name. However, one patient commented that a member of night staff had displayed annoyance when they had drawn their attention to a patient who was calling for assistance. They said that the member of night staff had told them not to interfere. They told us that this had made them feel frightened to call for help at night. Patients reported that staff were mindful of promoting their dignity when helping them with their personal care by closing the door and drawing curtains to ensure their privacy was maintained.

Patients on the rehabilitation wards reported that staff talked with them about their care. One patient commented, "They come and ask...they explain things." Another patient told us that they had wanted to sleep in their chair at night as this was what they did at home. They told us that staff had explained the risks to them and had respected their choice.

Patients told us that they had not always seen their care plans but would like to be given the opportunity.

Patients on the rehabilitation wards told us that they had a choice of two meals at lunch time. One patient commented, "I don't like pork. If that's on the menu there is always something else. I have been in other hospitals but have never been in one where the food was so good." Patients told us that they were given enough to eat and drinks were available during the day and evening. They told us that staff assisted them to eat when they required help. A patient who had diabetes confirmed that they were given suitable food to meet their needs.

We talked with five patients on the rehabilitation wards about whether they knew how to raise concerns about their care. Three patients told us that they had not been informed about how to raise concerns and had not heard of the hospital's Patient Advice and Liaison Service (PALS). One patient we spoke with told us, "I feel safe here. Staff are not abusive. They are so kind. There is a safe where valuables can be locked away." Another patient commented that staff always maintained a professional attitude even in challenging situations.

We spoke with eight patients on the rehabilitation wards about staffing. They told us that there were generally enough staff available to meet their needs. For example, one patient said, "If I get tired they will help me get back to bed. The longest I have had to wait is 15 minutes." Another patient commented, "I say there are enough staff. They come reasonably quickly if I use the buzzer."

Patients told us that staff understood their needs and they felt safe receiving care. One patient commented that there was a high use of agency staff and they also received care from student nurses. The patient told us that both agency staff and student nurses were good at their jobs and were given information about their needs so they could give them appropriate support.