We spoke with five people using this service and they confirmed that they were respected and involved by staff. They reported that staff were approachable and that they had spent time with their key worker to discuss their needs and treatment. They told us that they were seen every week by their consultant psychiatrist and other members of the multi disciplinary team such as psychologists and social workers. Some people said that they had met with an advocate in order to discuss any ongoing concerns.

People confirmed that they were satisfied with the support and treatment provided by staff. However one person expressed some concerns about their own care and treatment and these individual concerns were bought to the attention of managers who confirmed that these issues would be reviewed on an individual basis with the person concerned and the ward manager and their key worker.

People said that the system for accessing Section 17 leave where appropriate, under the 1983 Mental Health Act, was “Quite good”. People spoken with stated that they felt able to approach staff if they had any concerns and were confident that these would be addressed wherever possible.

We visited each of the units and the two on site activities units, Willowbank and The Wherries where we spoke with seven patients to ascertain their views of the service. Overall, patients were positive regarding the care and treatment they received and with the attitude of the staff and the activities offered at the hospital. However, three out of the seven patients we spoke with told us that they did not like the food and that portion sizes were getting smaller. They told us that chilled cooked foods were delivered to the service daily and heated on site. We discussed the issue with the service manager who informed us the feedback from patient’s surveys had already identified problems with the food. They were in the process of ending the contract with the provider and told us that they were looking to start providing freshly prepared and cooked food on site as of April 2012.

Each of the patients spoken with told us that they were aware of why they were being detained under the Mental Health Act 1983 and told us that they had their rights read out to them, on a regular basis.

We spoke with two relatives of patients living at the service. One relative told us that they had been instrumental in obtaining an assessment for their brother through their solicitor. They said that although the family were not directly part of the resulting assessment they clearly supported the outcome that enabled their brother to come to the Little Plumstead Hospital. The second relative had also been instrumental in initiating an assessment for their son to move to the hospital. Both relatives said they attended their relative’s review meetings.

One relative told us that the consultant had met with them after their brother’s admission and explained fully the process of care and treatment they would receive. They told us there had been initial problems with poor communication about the ongoing treatment of their brother, however they said that they now have regular phone contact with their brothers named nurse and are much happier.

Both relatives said they were aware of the treatment their relatives were receiving. One relative was highly complimentary of staff and happy that their relative was pursuing GCSEs. Both relatives were satisfied that staff were able to identify and take appropriate action, if either of their relatives was unwell.