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|30 June 2011|
CQC Dignity and Nutrition Report
The Care Quality Commission Dignity and Nutrition Inspection report highlights many positive areas but also identifies areas for improvement and an action plan is already in place to address those issues.
Regarding dignity, the CQC inspectors report states: People who use the service can be assured that they will be provided with respect, dignity and privacy by the staff during their stay in hospital. However, we observed that some improvements were needed in this outcome area.
The CQC report adds: The people with whom we spoke told us that they were listened to and were given the opportunity to express their views about their care, support and treatment. Some people were complimentary about the medical staff, they said that staff were always kind and made comments such as I am very happy with the care I am given and I have no complaints at all. One person told us that staff called them by their first name, which they preferred and that they had been fully informed of any care, treatment or action that was to take place.
The CQC inspectors reported: During our observations on the wards we found that staff assisted people in a respectful manner. We heard conversations between staff and people using the service that showed people were listened to and that staff communicated with them appropriately. Throughout the visit we noted call bells were answered very quickly.
When we observed people who required a greater level of support such as people with dementia and we found that appropriate support was provided. Staff were seen to spend time assisting people to make choices in respect of their daily activities. We spoke with ward staff who told us that they made efforts to involve and respect the person on the ward. They told us that a person centred approach was part of the training received by staff.
Regarding nutrition, the CQC inspectors report states: People cannot be assured that their nutritional needs will be properly assessed and met due to a lack of effective systems that are intended to support people to maintain good nutrition and hydration. However, people are offered a choice of food that is of a good standard.
Director of Nursing Nick Coveney said: "We were encouraged to see that the CQC inspectors stated that our patients can be assured they are provided with respect, privacy and dignity, and that call bells were answered very quickly. We also welcome the fact the CQC report highlights our staff were caring, kind and responsive. We are always trying to improve our services and this report helpfully identifies an area we need to improve.
With regards to nutrition it is great to read that, in the Care Quality Commissions view, the food we offer is of a good standard. We are disappointed that while nutritional screening was undertaken by staff it wasn't always as timely as it should be and this is not acceptable. It is important we learn from this and put in place systems to ensure it happens promptly. All of our staff have rightly been very focused in recent years on helping patients eat at meal-times and we need to ensure that this focus continues. Making sure patients get good quality food and are able to eat it is an essential part of nursing.
Since receiving the report we have put a comprehensive action plan in place to embed the good work we are already doing and introduce new ways of managing meal times that ensure patients always get the right food on time and are supported by our staff to enjoy their meal appropriately".
Hilary MacDonald, Chief Executive of Age UK Norfolk, said: We have worked with the Norfolk and Norwich University Hospital for some time and have been impressed by the hospitals willingness to respond to patients comments and concerns and to put improvements into place. Good practice is identified in this report and we would wish to continue working with the hospital to help ensure that support provided to older patients with eating and drinking is consistent from ward to ward and patients are treated appropriately at all times.”