Moorlands Neurological Centre

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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

We saw staff treating patients as individuals, with dignity and respect. People said that staff were kind, caring and supportive. Family members and people who knew patients well were encouraged to be involved with the care and treatment of their relatives. Staff were visible and available to patients supporting them to maintain their independence, choice and control. Patients were able to voice their concerns about their care and how the service was managed and told us that they felt listened to. There was a range of appropriate equipment and facilities to support patients and information was communicated in a way that met their individual needs and preferences.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Patients said staff were kind and compassionate and available when they needed them for support. They said staff were supportive and helped them. Staff helped people feel safe on the ward.

All staff we spoke with were passionate and committed to delivering good care and knew their patients well. Staff provided one to ones with patients and built good therapeutic relationships. Staff supported patients to ensure they were able to communicate their care needs and helped them develop communication passports so staff knew patient's needs, likes and dislikes.

We received positive feedback from partners who described the service as being of a benefit to patients and that the team had the best interests of the patients.

We observed staff treating patients with kindness and compassion. Staff gave reassurance to patients when they needed it. Staff were caring and supportive to patients and we observed caring interactions.

Patients needs were understood and people were able to engage fully in their treatment plans. Patients said staff were respectful and knew about their individual needs.

Staff followed patients care passports so were aware of their preferences and wishes. People received a range of activities which met their individual needs, dependent on their preferences and abilities.

We observed staff given reassurance to patients when they needed it. Staff were caring and supportive to patients. Patients were asked if they would like to participate in activities and their wishes respected if they said no.

Care plans were person-centred and evidenced patients were involved with their development and reviews. All patients had a patient passport which was very detailed and person centred which reflected patients preferences.

People were supported to challenge their care arrangements when they were unhappy. One patient told us that they did not feel in control due to their legal status but were being supported by staff. Patients were encouraged to keep in contact with family and friends and one family member said the service had incorporated visiting times to suit their individual needs.

Staff supported patients to receive a range of activities which met their individual needs, dependent on their preferences and abilities. Staff supported patients with access to section 17 leave when warranted and attended activities in the community. Visiting times for family and friends was flexible and the service had implemented a visiting protocol to ensure that all people who wished to visit could, and had an adequate safe place to do so.

There was a range of appropriate equipment to support and maximise people’s independence and outcomes from care and treatment. Information was available on ward notice boards informing patients of their rights, feedback on care, the complaints process, an activity timetable, meal choice, advocacy and general well-being information.

Care plans demonstrated patients were actively involved in decision making and were supported to make their own choices about their care. Patients were supported to maintain networks that were important to them and had access to family and friends while using the service. Patients had access to activities and the local community to promote and support their independence, health and wellbeing.

People were involved in all aspects of their care planning. Staff understood people's likes and dislikes.

Staff supported patients to ensure they were able to communicate their care needs and helped them develop communication passports. Speech and language therapists helped patients whose communication needs required extra attention.

We observed staff giving reassurance to patients when they needed it. Staff were caring and supportive to patients.

Care plans and patient records demonstrated that that the service were alert to people's needs and responded promptly and appropriately to these. We saw that the team regularly discussed needs and engaged patients and their families in how best to respond. We also saw appropriate actions when patients required urgent support, particularly around health needs.

Staff raised concerns when required. They felt listened to although they felt that there were not enough staff on the weekends which had not been entirely considered by managers. Staff said they worked well together and were proud of the way they had adapted to the change in the service and gave good, compassionate care to patients. Staff could contribute to a 'You say, we did' forum. Staff felt valued and respected by their colleagues and managers.

Managers supported staff through regular managerial supervisions and annual appraisals. Managers gave examples of how they had supported staff following serious incidents and workplace injuries. Staff received debriefs from psychology staff following serious incidents. Staff had access to a freedom to speak up guardian, who they could speak to confidentially. Staff also attended staff engagement forums to give feedback and make suggestions.