Royal Stoke University Hospital

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

We reviewed the kindness, compassion and dignity quality statement from the caring key question. Staff treated patients with compassion and kindness, patients spoke highly of the staff and the care they provided them. Patients and their families could give feedback on the service and their treatment and staff supported them to do this. The service collated feedback through the friends and family test (FFT) as well as through their own feedback system.

This service scored 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff treated patients with compassion and kindness, and took account of their individual needs; however, patients dignity was not always respected due to the environment being cared for such as the corridor. Staff used private screens when able and tried their very best to maintain patients dignity as much as possible. Some patients told us that staff communicated well and kept them informed about any changes to their condition and treatment. However, one relative told us "I wasn't told why she had been moved to corridor. I had requested pain relief about an hour before when in another part of ED but it was not actioned. Otherwise staff "really nice". Call bell was in reach. We were approached by a daughter of another patient who had dementia, her loved one had been on the corridor 8 to 9 hours and was awaiting x-ray results. Daughter stayed all night with patient aside. Another patient on corridor told us, ED staff "excellent" but could perhaps have someone going up and down corridor with water, checking on patients; Being on the corridor "embarrassing" but understood that staff needed to be able to see patients without screens. Staff gave patients and those close to them help, emotional support and advice when they needed it. Staff understood the emotional and social impact that a person’s care, treatment or condition had on their wellbeing and on those close to them. The service completed friends and family tests where they collected feedback from patients and their relatives. These were analysed by the managers and acted upon where needed to make improvements.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Independence, choice and control during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.