Nuffield Health Cheltenham Hospital

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 looked for evidence that patients were treated with kindness, empathy and compassion. We assessed the levels of patient’s privacy and dignity afforded to patients. We asked patients to tell us about their experiences, if they were respected, and their experience of how they were treated and supported mattered. We also looked for evidence that every effort was made to take patient’s wishes into account and respect their choices, to achieve the best possible outcomes for them.

At a previous assessment we rated this key question as good, but it was combined with the outpatient’s department and was under a different methodology. At this assessment the rating has remained good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

We have not awarded this service a score for Caring.

Find out about when we will not publish a key question score and what we look at when we assess Caring.

The service was exceptional at treating people with kindness, empathy and compassion and in how they respected people’s privacy and dignity.

Staff consistently treated patients with compassion and kindness, respected their privacy and dignity, and took account of their individual needs. Staff were discreet and responsive when caring for patients. They took their time to interact with patients and those close to them in a respectful and considerate way. Staff introduced themselves to patients and said what their role was. All patients told us that all staff from reception to staff performing scans were friendly and kind. For example, a patient said, “Staff were so nice. The receptionist was very friendly and sunny.”

Staff proactively anticipated instances where patients may become anxious or distressed about their procedure and took steps to reduce the stress within the environment. We observed staff engaging with patients during their scan to keep them informed of what was happening and how they were feeling. Staff provided patients with reassurance during their scan.

We saw staff keeping doors closed when they were attending to patients. All areas were secured against unauthorised access with key coded locks on doors and a staffed reception desk monitoring access to the area. We saw staff knocking on doors prior to entering. Conversations about care were undertaken in private.

Patients told us staff were compassionate, kind and caring in all areas of the service. For example, a patient told us, “Staff were lovely they were very kind and reassuring throughout the whole experience.” Another patient said, “they all greeted me with a smile.” Patients said staff treated them in a polite, organised and reassuring manner.

The provider participated in Patient-Led Assessment of the Care Environment (PLACE), which is a review of the care environment from patients and staff. Results for 2025 showed the hospital scored 92.3% for privacy, dignity and wellbeing.

The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences.

Staff understood and respected the personal, cultural, social, and religious needs of patients and how they may relate to care needs. People told us how the service adapted their appointments to help them meet their personal needs. For example, a patient told us, “…they (staff) made the whole thing easy, and smooth, from the start.”. Another patient, who was worried about getting to work on time told us staff were aware of this and were able to ensure they got back to work on time.

People’s needs and preferences were assessed prior to undertaking scan procedures, and they respected people’s wishes where possible. Staff told us if a patient was known to be nervous prior to a scan, they would offer to show the patient around the equipment and explain how it worked.

Staff had time to talk to people and understand their needs. During our assessment, we saw staff discussing scans prior to images being taken. A patient told us, “Staff were pleasant, respectful and were conscious that I was an older person and didn’t treat me as such.”. Another said, “Staff respected my space and made me feel comfortable.”

People felt that staff explained everything to do with their appointment well. They felt part of their care journey. For example, a patient said, “It didn’t feel like just a tick box exercise, it was more like a conversation.”

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Staff provided reassurance throughout appointments, they updated the patient on how long they had been in the scanner and how long was left. Patients had a panic button they could press any time during the scan to summon help. Staff could stop the scanning immediately if the patient requested this. We observed staff checking on the patient during the scan.

Earplugs were available which protected patients’ ears and helped to reduce the noise. For those patients demonstrating heightened anxiety, staff provided choice and control to patients, such as use of the call bell, trying the scan beforehand, bringing someone with them, and the use of music during the scan procedure. The service had a carers and comforter’s policy.

People using the service said that staff gave them information to be able to make decisions about their care. They gave us examples of how staff kept them informed during an appointment, such as staff moving monitors to show patients what they are viewing. A patient told us, “The member of staff was great and explained everything and went through the form and explained why she was asking the questions.”.

The service was exceptional in how they listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Patients could summon staff when needed, and there were emergency call bells sited close to patients in clinical areas. The patient changing areas had emergency call points to raise alarm in case of an emergency.

Staff closely monitored patients during their scan to check they were comfortable. Staff would pause the scan if a patient requested this or if a patient experienced any pain, anxiety or discomfort. Staff carried out regular checks to ensure that patients specific needs were met. We saw staff providing a patient with supportive aides during scan to make them more comfortable.

MRI scanners can cause feelings of panic or being trapped for some patients due to the narrow, enclosed space. We observed staff spending time talking with patients about the feelings people may have when having a scan.

Staff understood that patients had a wide range of personal experiences that could affect how they felt about having diagnostic scans performed. Staff told us about the importance of giving people time and support.

Patients using the service told us staff responded to their needs. A patient said that the room where they were having an image taken was particularly cold. However, staff took action and heated the room prior to the scan being taken. Patients who were having internal scans told us staff were conscientious, a patient told us, “They kept me at the front of their minds for my comfort.”

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff had access to resources and facilities for safe working. This included being able to take breaks.

Staff were able to provide feedback, raise concerns and suggest ways to improve the service or staff experiences and could expect a response back from the management team.

Staff said that there was a positive team culture. The staff survey from December 2025 showed a score of 8.4 out of 10 for how staff viewed peer relationships. This was equal to the benchmark score.

Staff had access to staff benefits and wellbeing support. This included healthcare and financial support. They could access free membership to a gym operated by the provider to support their wellbeing. Staff had access to free physical health checks. Staff told us they felt supported and their managers looked after their wellbeing.

Staff felt valued by their leaders and their colleagues. Staff had opportunities to contribute to service development. Leaders told us they wanted staff to feel part of a “tight knit team.” We spoke to staff who told us, they felt the part of a team that worked well together. They said they were supported by each other and were comfortable talking to and raising any concerns with their manager. Staff told us they felt respected.

The hospital held daily huddles where department leads had the opportunity to recognise staff for their work. During the assessment we saw diagnostic imaging staff being recognised for the work they did. The provider had a corporate scheme where staff could be nominated for awards. The senior leadership team implemented a local hospital scheme based on the corporate scheme. However, staff surveys showed the service was consistently behind the benchmark for how staff felt they were recognised for the work they did.

There was no lone working on the department. If a member of staff was required out of hours, then a member of staff from another department would be available.

The hospital had wellbeing champions who were trained mental health first aiders to support staff.