Barnet Lane Clinic

Patients and carers we spoke with were generally positive about the service and said they were treated with kindness, compassion, and dignity. People felt that staff listened to them and communicated with them appropriately, in a way they could understand. We observed staff supporting patients with their individual needs and preferences as reflected in their care plans. Patients’ care plans reflected their holistic needs and preferences. Patients told us that they were supported to have choice and control over their care and to make decisions about their care and treatment. They confirmed that staff made sure they understood their rights and reviewed this regularly throughout their care and treatment. Patients we spoke with were generally satisfied with staff responses to their immediate needs. They said that staff observed and communicated with them and prioritised their views, wishes and comfort as far as possible. Staff told us that the provider recognised and met their wellbeing needs. Staff said they had opportunities to provide feedback, raise concerns and suggest ways to improve the service or staff experiences. The management team were responsive in arranging for improvements to be made, forming action plans, and following these up to ensure that changes were embedded. However, some patients described the service as hectic, and a small number of patients described seeing some staff sleeping on some night shifts or staff speaking other languages in front of them. Some carers reported problems with the service’s phone lines. Managers were transitioning to a new phone provider and had put in measures to minimise the disruption this had caused. Carers also raised a lack of communication with them which managers were addressing. Two patients on enhanced observations, told us there were delays in meeting their immediate needs as they had to wait for female staff to support them with using the toilet and shower facilities.