Nuffield Health Cheltenham Hospital

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

This means we looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question good. At this assessment the rating has remained as 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.

We scored the service as 3. The evidence showed a good standard. The service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

During the site visit, 1 child was receiving care. We observed staff clearly explaining the procedure to the child and providing appropriate opportunities for questions. Staff were attentive to the child’s needs and delivered care in a reassuring and supportive manner throughout. The child’s parent or guardian was present for the duration of the procedure and was supported by staff to ask questions as needed.

We scored the service as 3. The evidence showed a good standard. The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Staff demonstrated an understanding of, and respect for, patients’ personal, cultural, social and religious needs, and how these may impact on care delivery. The service made reasonable adjustments to meet the needs of children and young people. For example, staff allowed additional time for procedures and provided explanations in age-appropriate language to support understanding and reduce anxiety.

Young people undergoing surgery were managed through the adult surgical pathway. They were accommodated in individual rooms, and there were arrangements to enable their parent or guardian to remain with them throughout their care.

Please refer to surgery, outpatients and diagnostics and imaging reports for more information.

We scored the service as 3. The evidence showed a good standard. The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment, and wellbeing.

The service promoted people’s independence and upheld their rights to choice and control over their care and wellbeing. Staff worked collaboratively with children, young people, and their parents or guardians to understand individual preferences and specific needs and made reasonable adjustments to meet these wherever possible.

We scored the service as 3. The evidence showed a good standard. The service 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.

Staff identified and managed risks effectively for children and young people. During the inspection, we observed a procedure involving a child and saw staff respond sensitively to their needs, delivering care at a pace suitable for the child.

Young people were cared for within the adult surgical pathway, with pre-operative risk assessments undertaken by a suitably qualified children’s nurse from another site. Staff monitored observations using a recognised tool and responded promptly to any changes in the young person’s condition or level of risk.

We scored the service as 3. The evidence showed a good standard. The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

There were no dedicated children’s staff within the service. However, staff reported feeling supported and valued by leaders and colleagues. They were encouraged to contribute to service development and were confident that their feedback and any concerns would be listened to and acted upon.

Please refer to surgery, outpatients, and diagnostic and imaging reports for more information.