22 November 2023
During a routine inspection
Our rating of this location stayed the same. We rated it as outstanding because:
- The service had enough staff to care for patients and keep them safe. They had training in key skills, understood how to protect patients from abuse, and managed safety well. The service managed infection risks well. Staff assessed risks to patients, acted on them and kept good care records. They managed medicines well. The service managed safety incidents well and learned lessons from them.
- Staff provided good care and treatment. They gave patients enough to eat and drink and gave them pain relief when needed. Managers monitored the effectiveness of the service and made sure staff were skilled and experienced. Staff worked well together for the benefit of patients and supported them to make decisions about their care. Patients had access to good information and key services were available seven days a week.
- Staff treated patients with exceptional compassion and kindness, respected their privacy and dignity, and took account of their individual needs. Staff empowered and provided strong emotional support to patients, families, and carers to minimise their distress. Staff were fully committed to supporting patients, families, and carers to understand their condition and empower decisions about their care and treatment. People thought that staff went the extra mile and said care and support exceeded their expectations.
- The service actively sought to provide the care pathways needed for the patients they served. Staff went above and beyond to make reasonable adjustments to help patients access their services. People could access the service when they needed it and did not have to wait for treatment. Patients did not have to wait to be seen and surgeries could even be booked for the same day if patients felt this was what they needed. The service had a very low number of complaints, and these were very well managed.
- There was an embedded system of leadership development and succession planning. Staff felt respected and valued and were focused on providing patient centred care. The service had an open culture where patients, their families and staff could raise concerns without fear. Leaders operated excellent governance processes, and demonstrated commitment to best practice, performance and risk management systems and processes. They identified and escalated relevant risks and issues and identified actions to reduce their impact effectively and in a timely manner. All staff were committed to continually learning and improving services. Staff were actively participating in research and improvement projects.