George Eliot NHS Hospital

Ratings

• Overall

  Good

• Safe

  Good

• Effective

  Good

• Caring

  Good

• Responsive

  Good

• Well-led

  Good

Our view of the service

Outpatient services provided clinics covering a range of specialities which included but was not limited trauma and orthopaedics, urology, general surgery and respiratory conditions. During our assessment we spoke with 28 members of staff of al roles and responsibilities, 24 patients and reviewed 5 patient records. We also observed 8 clinic appointments with patient consent. We rated the service as good in all 5 key questions. This was the first time we had the powers to rate effective in this service. Safety was a priority for everyone, and leaders embedded a culture of openness. Patients were safe and protected from abuse, avoidable harm and infection. Leaders ensured there were enough, skilled staff to provide care and treatment for patients in safe environments. Patients had their best possible outcomes. Their needs were assessed, and their treatment reflected their needs. Staff worked in harmony and patients were at the centre of their care. Patients were treated with kindness, empathy and compassion. Staff respected patients' privacy and dignity and took into account patient's wishes and choices. Patients and the communities the service served was at the centre of how care was planned and delivered. Patients had access to the care and treatment they required and accessed it in ways which met their personal circumstances. There was an inclusive and positive culture which was also focused on continuous learning and improvement. Leaders were proactive and approachable and there was clear responsibilities, roles and systems of accountability and good governance.

People's experience of this service

We spoke with 24 patients and all patients told us that they thought staff were kind, caring and helpful. We were told staff made them “feel at ease” and that they “couldn’t fault the care being provided”. Even during difficult conversations, patients could not praise staff enough due to the empathy and kindness showed to them and the emotional support provided to them and their families. They felt safe at all times during their visit to the service. Patients were provided with a range of treatment options which they were given enough information about to help them make informed decisions. Patients were made to feel involved in their care and treatment. If they had further questions to ask staff, they were able to do this, however staff usually provided the right level of information which met the patient's needs. Patients told us they were able to access the service at a time which was suitable to them, although there were occasions when patients had experienced short notice cancellations.