Cambridgeshire and Peterborough NHS Foundation Trust

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

We rated Responsive as Good. We assessed 2 quality statements. Staff worked hard to provide equity in access to care and treatment. They made reasonable adjustments where required and personalised care to meet individual needs.

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.

We did not look at Person-centred Care during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Providing Information during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Listening to and involving people during this assessment. The score for this quality statement is based on the previous rating for Responsive.

Patients using the First Response Service said they could get through on the phone in a timely way, however waits could be longer at the weekends. Patients told us the service was responsive.

Staff gave mixed feedback on their caseloads and whether they were manageable. First Response Service staff told us they could go out and see people face to face or do this jointly with Crisis staff. This meant patients did not have to wait to be seen by the Crisis and Resolution Home Treatment teams and First Response Service could refer directly onto their caseloads. Not all staff we spoke with could provide clear criteria for accessing Crisis and Resolution Home Treatment teams or provide details of how many referrals were declined.

We did not collect the evidence to score this evidence category.

There were operational policies in place that set out referral and eligibility criteria, including inclusion and exclusion criteria. The First Response Service monitored abandoned calls and call response rates and reviewed these in business meetings. We saw from the First Response Service team risk register, that the demand in the number of calls being made to the service had increased. This meant the impact on the Key Performance Indicator for abandoned calls being higher than the target, had been identified as high risk. Staff business meeting minutes for Crisis and Resolution Home Treatment teams showed that caseloads were routinely reviewed and discussed.

There were no concerns raised from patients we spoke with. However, 1 patient said they had not been offered the opportunity to give feedback on their experience of the service .

Staff tailored treatment for patients’ individual needs. Staff were mindful of cultural differences and gave examples such as taking shoes off where it is a sign of disrespect to wear shoes in people’s houses in many cultures, female staff for female patients and Crisis and Resolution Home Treatment South team had a polish social worker to help engage with the polish community. Staff said that language barriers could be a challenge, but they had use of interpreters if needed and the teams had a diverse range of staff that spoke different languages and held different faiths. Staff said wherever possible they deployed staff to meet with patients with similar cultural backgrounds and beliefs. Staff described tailoring treatment for patients with autism, they try to keep staff and communications as consistent as possible. Staff received mandatory learning disabilities and autism training. All teams, except Crisis and Resolution Home Treatment North, were up to date with this training. Staff told us they used technology to help communicate in the best way possible with patients with different communication needs. For example, telephone interpreters, “text to type” (assistant voice typing) and the First Response Service had a separate phone number that people could use to connect to sign language. Staff gave an example of communicating with hearing impaired patients, during Covid-19 pandemic so they used a clear face mask.

The service had an Equality, Diversity, and Inclusion policy in place to guide staff on how to ensure people were treated with respect and dignity. Staff had completed mandatory treating people with respect training. At the time of the assessment, the service compliance rate was above the Trust target for all teams. The Trust had systems and processes in place for collecting and monitoring patients and carers experience data. We saw from staff team meeting minutes that patient and carer survey findings and response rates were reviewed and discussed. Feedback forms with prepaid envelopes were easily accessible in the site buildings.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.