St Mary's Hospital

We assessed all 7 quality statements in the responsive key question and found it to be good. The service had not been previously inspected and this domain had not previously been rated. The overall location rating for this domain remains good.

Staff had a solid understanding of equality, diversity, inclusion and human rights. This was reflected in their engagement with patients. Staff were proactive in preventing discrimination. The service was able to make reasonable adjustments and provide equity in access and outcomes.

Patients had access to information about their care and treatment that could be provided in a format suitable to them. Patients were aware of how to complain and told us they would be confident that any complaint they raised would be managed appropriately.

We observed care being provided in a person-centred way. This was visible in the patient and staff interactions we witnessed and the care and treatment we saw being delivered. The multidisciplinary patient reviews we attended were holistic, personalised and included patient involvement. However, we found that the quality and personalisation of care plans did not always reflect this. Managers had identified this and in response had arranged co-production training and were undertaking a review of the number and structure of care plan documents.