Burton Park

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

Care and treatment was person centred and took into account patients equality and diversity needs, psychological, physical and social needs. Patient’s and where appropriate their relatives were involved, and their feedback and views were encouraged and responded to. Information was provided in accessible formats. Patients were supported to plan for important life changes.

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 and relatives told us care and treatment was delivered in the way they preferred and met their individual needs.

Staff described a person-centred approach to care and treatment. They took patient’s cultural, psychological, physical and social needs into consideration when planning and developing care and treatment plans.

Staff supported and interacted with patients in a person-centred way.

Person centred care was reflected within care planning and through the provider’s policies, processes and training.

Patients and relatives told us they had access to the community services they required. Feedback was sought from patients during community meetings regarding diversity needs and action was taken accordingly.

Leaders understood the diverse health and care needs of patients. Staff had a good knowledge of each patients individual needs and gave examples of how they ensured choice was offered and support was offered in a flexible way.

Recent quality monitoring visits undertaken by partner agencies reported patients were offered flexible support based on their needs.

Staff carefully planned patients’ discharge and worked with care managers and coordinators to make sure this went well. We observed an MDT meeting during which staff had planned imminent discharge.

Staff supporting patients to use communication methods accessible to them.

Staff described the ways they tailored information to meet patient’s individual needs.

Signage and written information was displayed to support patients regarding ward routines, safety issues and orientation to time and place.

Relatives told us communication was good and they received weekly updates about their family member. They told us they would feel comfortable to raise concerns with management.

Staff and managers told us patient feedback was encouraged, valued and used to improve the quality of the service.

Staff listened to and involved patients when providing care and treatment.

Community meetings took place so patients told us they could express concerns, share ideas or give general feedback. Changes were made in response such as menu requests or requests for activities. Staff directed patients to discuss matters requiring risk assessment during one-to-one meetings withs staff or multidisciplinary meetings. One patient had volunteered to help the maintenance team to help decorate the courtyard and had been supported to do so. ‘You said, we did’ information was displayed and this showed the action taken in response to patients requests.

A relative told us staff always asked their family member to get involved in the activities. This included activities outside of the hospital.

The registered manager told us they ensured they were really listening to the patient’s needs. Looking from a patient point of view, considering all aspects of safety and wellbeing.

Patient's had access to the care, support and treatment when they needed it.

The service was accessible to patients with disabilities. Written information could also be translated if a patient’s first language was not English. Activities and equipment provided were based on the needs, interests and preferences of the patients.

Patients individual needs and feedback were taken into account and supported.

The registered manager said, “Everyone’s voice counts we consider everyone’s view and look at it holistically.”

Information about patients unique and individual needs were recorded and respected by staff. For example, patient’s interests, people important to them and any protected characteristics under the Equality Act 2010. There was a multi-faith prayer room so patients could follow their chosen religion. Dietary needs based on choice, beliefs or religion were catered for.

Patients were supported to make informed choices about their care and plan for the future. Some people were frustrated because of delays to this process but these were out of the provider’s control.

Staff worked together to support patients and followed health professional advice designed to achieve goals.

Significant work had been done to improve discharge planning to ensure patients were able to move on in their rehabilitation journey.