Lakeside View

On this page

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

We saw staff treating patients well and with dignity and respect. Patients said that staff were kind, caring, helpful and supportive. Staff were visible and available to patients supporting them to maintain their independence, choice and control. Patients were able to voice their concerns about their care and how the service was managed and told us that they felt listened to. Patients told us they were mostly involved in their care and discharge planning.

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.

Patients said staff were kind and compassionate and available when they needed them for support. They said staff were helpful, caring and supportive. Staff helped people feel safe on the ward.

All staff we spoke with were enthusiastic and committed to delivering safe care and knew their patients well. Staff provided 1-1s with patients and built good therapeutic relationships. Staff supported patients to ensure they were able to communicate their care needs and helped them develop safety plans to help keep them safe.

We observed staff treating patients with kindness and compassion. Staff gave reassurance to patients when they needed it. Staff were caring and supportive to patients and we observed caring interactions. Staff responded quickly and calmly to a patient who had become agitated and quietly led them towards their bedroom.

Patients told us staff were helpful and understood them. However, 1 patient told us they had not been involved in their discharge planning. Patients said staff were respectful and knew about their individual needs. Advocates were available and would visit the service at least once each week.

Staff followed patients care plans and were aware of their preferences and wishes. Staff offered copies of care plans to patients. Staff encouraged patients to get involved in the ‘Love Lakeside’ project, which included helping look after their environment, both inside and outside of the hospital.

We observed staff giving reassurance to patients when they needed it. Staff were caring and supportive to patients. Patients were asked if they would like to participate in activities and their wishes respected if they said no.

Care plans were personalised but not necessarily written in the patients voice. They were formulaic and task orientated rather than being strength focused. However, they were comprehensive and holistic.

Patients said they were offered a copy of their care plans and participated in creating them. Patients were able to give feedback about the ward and activities in weekly community meetings and through discharge questionnaires.

Staff supported patients to receive a range of activities however staff said there could be more variety of activities on offer. Two activity coordinators worked across the 3 wards. Staff supported patients with access to section 17 leave when warranted.

Staff supported patients with activities and to maximise their independence. Information on ‘You said, we did' was available for patients on ward notice boards although it had been temporarily removed on Swan ward due to an incident the night before our inspection.

Care plans demonstrated patients were supported to make their own choices about their care. They were actively involved in decision making in multidisciplinary team meetings.

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.