The Priory Highbank Centre

This report from the Care Quality Commission provides an overview of the Priory Highbank Centre following an inspection in January 2022. It assesses the quality of care across five key areas: safety, effectiveness, caring, responsiveness, and leadership. The inspection aimed to understand the experiences of patients and how the service operates, building on previous CQC feedback. This summary offers a brief insight into the findings in each of these critical domains.

Regarding safety, while the service has adequate medical and nursing staff with the necessary skills and training, there were concerns about infection control. Some equipment and premises were not consistently clean, and staff did not always follow control measures to prevent infection effectively. Equipment maintenance was also highlighted as an area where improvements are needed, as it sometimes placed patients at risk.

In terms of how effective the care is, the service successfully ensures staff are competent for their roles and that medical and nursing staff possess the right qualifications and experience. However, the service failed to deliver the clinically assessed required therapy hours to patients, and care and treatment for children and young people were not always based on national guidance and evidence-based practice.

On the caring aspect, staff treated patients with compassion and kindness, respecting their privacy and dignity. They took individual needs into account, and patients felt respected and involved in their care decisions. Feedback from patients and their carers indicated they were happy with the care received and felt safe.

In relation to how responsive the service is to people's needs, it was easy for individuals to provide feedback and raise concerns. The service treated complaints seriously and investigated them thoroughly. However, the report noted that the service did not always have enough support staff or allied health professionals to fully meet people's care and treatment needs, and staffing levels did not always adhere to national guidance.

Finally, concerning how well-led the service is, managers did appraise staff work performance. However, leaders were not always visible or approachable, and not all staff fully understood the service's vision, values, and strategic goals. There was also an identified need to foster a more open culture where staff feel fully supported and able to raise concerns without fear.