ASET Hospital

We rated this service as requires improvement because:

• Staff had not always completed training in key skills and safeguarding training completion rates were low. Staff had a basic understanding of how to protect patients from abuse. Staff did not always manage medicines well. Staff did not always record key information in care records. The service mostly controlled infection risk although one treatment room had visible damp on the wall.
• The service did not always take account of patients’ individual needs and arrangements for patients who required interpreter or communication support were limited. There was a lack of information provided for patients about how to raise a concern or a complaint to the service.
• Staff did not always understand the service’s vision and values, and how to apply them in their work. The service did not always promote equality and diversity in daily work. Leaders did not always operate effective governance processes throughout the service or manage risks in the service. There was limited engagement with patients and the community.

However:

• The service had enough staff to care for patients and keep them safe and had systems to manage safety. Staff assessed risks to patients, acted on them. The service managed safety incidents well and learned lessons from them.
• Staff provided good care and treatment, gave patients enough to eat and drink, and gave them pain relief when they needed it. Managers monitored the effectiveness of the service and made sure staff were competent. Staff worked well together for the benefit of patients, advised them on how to lead healthier lives, supported them to make decisions about their care, and had access to good information. Key services were available seven days a week.
• Staff treated patients with compassion and kindness, respected their privacy and dignity, took account of their individual needs, and helped them understand their conditions. They provided emotional support to patients, families and carers.
• The service planned care to meet the needs of local people and made it easy for people to give feedback. People could access the service when they needed it and did not have to wait too long for treatment.
• Leaders used information systems to run the service and supported staff to develop their skills. Staff felt respected, supported and valued. They were focused on the needs of patients receiving care. Staff were clear about their roles and accountabilities. Staff were committed to providing a quality experience for patients.

We rated this service as requires improvement because it was effective, caring and responsive, although safe and leadership requires improvement.