Dorset Heart Clinic

We rated it as good because:

• There was enough staff to care for patients and keep them safe. Staff had training in key skills, understood how to protect patients from abuse, and managed safety well. Infection risks were controlled well. Staff assessed risks to patients, acted on them and kept care records. Medicines and incidents were managed well, and the service had oversight of this. The service completed patient records using the host trust’s electronic patient record system in line with their partnership agreement.
• Staff provided good care and treatment, gave patients enough to eat and drink, and gave them pain relief when they needed it. Staff worked well together for the benefit of patients, supported them to make decisions about their care, and had access to good information. However, it was not always clear how patient outcomes were reviewed.
• 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. Patients told us they had received compassionate care when they contacted the service and when they attended for appointments or interventional procedures
• The service planned care to meet the needs of local people, took account of patients’ individual needs, 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. However, information about how to make a complaint about care and treatment was not shared effectively with patients.
• There was lack of evidence to support safe recruitment processes. Local leadership had been impacted by the absence of a registered manager. Governance processes were not always carried out to demonstrate oversight of patient safety and outcomes and risks were not captured effectively. However, staff understood the service’s vision and values, and how to apply them in their work. Staff felt respected, supported and valued. They were focused on the needs of patients receiving care. Staff were clear about their roles and accountabilities. The service engaged well with patients and staff were committed to improving services continually.