Horizon Health Centre Also known as (within) For All Healthy Living Centre

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 assessed all quality statements in the caring key question. Our rating for this key question is now good. Staff treated people with kindness, respect, and compassion. Feedback from people was positive about the way staff treated people.

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.

People felt listened to and healthcare professionals were good at treating them with care and concern.

Staff were aware of the needs of the patient population and were able to offer a holistic approach to support them. Staff displayed understanding and a non-judgemental attitude towards people. Staff understood and respected the personal, cultural, social, and religious needs of people. Staff told us they gave people appropriate and timely information to understand their care, treatment, or condition.

There were arrangements to ensure confidentiality at the reception desk. Although space was limited, a private area was available if people were distressed or wanted to speak to reception staff in confidence. Staff treated people with kindness and respect.

People felt listened to and treated as individuals.

Staff told us they gave people time and space to explain their symptoms and offered person-centred treatment. Staff understood and respected the personal, cultural, social, and religious needs of people.

Patient records were personal, and care and treatment was person-centred. People’s wishes were recorded on their care record. There was a process in place to share these records with other local health and care professionals. The service carried out its own patient survey, monitored this for reoccurring themes and took action depending on the nature of the concern.

We received no specific feedback in this area.

Staff had completed training to support and promote independence. Staff promoted people to have choice and remain in control of their care and treatment. Staff respected the choices and decisions people made.

The service displayed posters and leaflets containing information to support people to make healthier choices. The service website detailed how to access information in alternative formats (such as large print or easy read) and how to request support to attend appointments (such as translation services or sign language interpreters).

Some people experienced difficulties when trying to access appointments. People struggled to contact the service over the phone and online.

Leaders told us they regularly reviewed staffing to ensure there were enough clinicians to meet the needs of people. Staff carried out reviews and monitoring for people and altered their medicines to meet their changing needs.

Staff told us they felt well supported by leaders and could approach them at any time for advice and guidance. Staff were supported with continued professional development and career progression. Leaders were very conscious of staff wellbeing and supported staff during times of personal circumstances which sometimes resulted in time away from the business

Regular team meetings gave staff a space to raise any concerns. Recently, there had been a high turnover of staff and leaders had taken steps to carry out exit interviews to understand why staff were leaving and if anything could be done to retain them.