Waterloo Manor Independent Hospital

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

Caring – this means we looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect. At our last assessment we rated this key question good. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We spoke to 7 patients and a carer. Patients that we spoke to said they were treated with kindness and compassion. However, one patient said staff did not always knock before entering her room.

Staff described how they gave patients help, emotional support and advice to patients when they needed it. Positive behaviour support plans detailed types of emotional support and help patients wanted when distressed. Staff told us depot injections continued to carry out depot injections in patient’s bedrooms as they felt this promoted privacy and dignity for the patients.

Partners had no specific feedback on this area.

Staff were discreet, respectful, and mostly responsive when caring for patients. Staff were respectful when speaking to other staff in meetings about patients and their care. When we visited the wards, most observations we made were that staff were displaying caring and compassion towards patients. However, while we mostly observed staff speaking gently with patients in distress, on one occasion we witnessed staff ignoring a patient in distress for 5 minutes before attempting to comfort her.

Patients said they were treated as individuals, and this was reflected in their care plans. Most patients told us their cultural, social, and religious needs were met. For example, one patient said staff would support her to go to church if she wanted. However, another patient said that the hospital failed to provide evidence that food was halal when she had asked.

Staff explained ways in which they were able to treat people as individuals. Staff and managers explained that there were a variety of foods available to meet cultural/ religious needs.

Staff appeared to know patients and understand their needs. During our time on the wards, we observed staff treating patients as individuals and in a way that was described in their care plans and risk assessments. Staff showed they understood these.

Care plans and risk management plans helped staff to understand what patient’s individual needs were. Care plans reflected individualised approaches. There was evidence that patients were involved in the development of their care plans and in MDT meetings where their care was discussed and planned.

Patients gave examples of ways in which they were given independence and choice. For example, being supported to go to church, accessing the community, and being given choices about which medicines they might use to manage their conditions. Patients told us they could keep in contact with family and friends via telephone, video calls, section 17 leave and visitors coming to the hospital.

Staff and leaders knew how to promote independence, choice and control. They could explain the different ways they worked with patients to promote these.

Patients that were assessed as being able to, accessed the community regular, including to local parks and shopping centres. We saw patients being supported to access the community during the assessment visit. Staff spoke to patients about getting out into the community and doing some shopping. We also saw a patient taking part in an MDT meeting and having a say in their treatment.

A member of staff was employed as a driver, and there was a minibus used for group trips and outings. Care plans and risk assessments showed that patient’s choice and independence was taken into consideration and recorded within the clinical records.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.