Southport and Formby District General Hospital

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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 assessed 1 quality statement from this key question. This assessment did not cover all parts of our Single Assessment Framework; therefore, the key question of caring remains unrated. Staff treated people who used the service, their relatives and carers with compassion and kindness. Staff understood and respected people’s individual needs.

This service scored 15 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We received positive feedback from service users and their relatives about the care and treatment they received in the ED. The friends and family survey results showed 82% of responses were positive for February 2024. Patients told us they had been treated with kindness and compassion and their dignity had been respected by staff. However, Privacy and dignity audits showed that 75% of patients answered yes when asked “Do you feel that your privacy and dignity has always been maintained?” in February 2024. We reviewed 62 patient compliments, provided by the trust, covering the 3 months prior to the on-site assessment. The written compliments showed many examples of staff going the extra mile for patients during their time in ED. The trust actively supported John’s campaign and encouraged the presence of a patient’s own carers to support care in the department and for those admitted patients who have enhanced needs. For patients who were experiencing an extended stay in the department, a carer passport could be issued to signpost and support discussions regarding the elements of care they wish to be involved in. Interpreter services could be accessed over a 24/7 period using multiple methods of delivery. For example, via phone, video, and face to face. Between April 2023 to March 2024, 182 interpreter sessions had been provided within the Adult ED.

We observed staff giving kind and compassionate care to patients and observed the measures that had been put in place to meet patients’ needs, privacy, and dignity, in non-clinical areas. Privacy screens were available for use when delivering care and treatment. There was a room just off the corridor which was used for conversations with staff in private. A locked case note trolley was on the corridor for security and staff were encouraged not to have patient conversations about medical information on the corridor. Comfort/sleep packs were provided for patients. The trust had access to clothing for patients who arrived without any. Patient experience matrons were focused on ensuring patients had access to the clothing and toiletries required. Toilet and shower facilities were available. The patient experience council reviewed patient feedback to identify learning which was fedback to the department and staff. Leaders advised that wherever possible patients who had finished their examinations or treatment and were waiting for admission would wait in a temporary escalation space. Patients who need examinations/ treatment waited in cubicles where possible.

We did not look at Treating people as individuals during this assessment. There is no previous rating for the Caring key question so we cannot yet publish a score for this area.

We did not look at Independence, choice and control during this assessment. There is no previous rating for the Caring key question so we cannot yet publish a score for this area.

We did not look at Responding to people’s immediate needs during this assessment. There is no previous rating for the Caring key question so we cannot yet publish a score for this area.

We did not look at Workforce wellbeing and enablement during this assessment. There is no previous rating for the Caring key question so we cannot yet publish a score for this area.