Nuffield Health Cheltenham Hospital

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

This means we looked for evidence that the service met people’s needs.

At our last assessment we rated this key question good. At this assessment the rating has remained as good. This meant people’s needs were met through good organisation and delivery.

We have not awarded this service a score for Responsive.

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

We scored the service as 3. The evidence showed a good standard. The service made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

All areas of the service were accessible to wheelchair users and those with prams or pushchairs. Lifts were available to access upper floors and were of sufficient size to accommodate wheelchairs and pushchairs. The service provided accessible toilet and changing facilities, including designated disabled toilets.

Reception and waiting areas offered a range of seating and access to toilet facilities for patients and visitors. In addition, dedicated baby changing and feeding facilities were available.

Younger people undergoing surgical procedures had their own room with ensuite facilities and their parents/guardians were able to stay with them.

Please refer to the surgery, outpatient and diagnostic and imaging reports for more details.

We scored the service as 3. The evidence showed a good standard. The service understood the diverse health and care needs of people and their local communities, so care was joined-up, flexible and supported choice and continuity.

The service had clearly defined admission criteria to ensure that children and young people could access care without discrimination, including on the basis of gender, race, religion, belief or sexual orientation.

The hospital held daily morning huddles to plan care delivery and review risks. These included identifying any children or young people scheduled to attend. Key information was communicated to staff unable to attend via email to ensure continuity of information sharing.

There were established transfer pathways for patients who became unwell. These were supported by a service level agreement with the local NHS hospital and a standard operating procedure, which clearly outlined arrangements for transport, staff escort, and required documentation.

We scored the service as 3. The evidence showed a good standard. The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

Information for parents or guardians of children and young people about the services offered at this hospital was available at this location and via the service’s website. The service met the Accessible Information Standard, with information available in alternative formats and processes to support translation and interpretation where required.

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

We scored the service as 3. The evidence showed a good standard. The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment, and support. They involved people in decisions about their care and told them what had changed as a result.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result.

The service had not received any complaints regarding children and young people’s services in the 12 months leading up to the site visit. There was a process for monitoring complaints through monthly governance meetings. The service monitored feedback from patients and families.

All staff knew how to respond to a complaint and their role within the service’s complaints process.

We scored the service as 3. The evidence showed a good standard. The service made sure that people could access care, support and treatment when they needed it.

The service ensured that people had timely access to care, treatment and support. Referrals for children and young people were managed through an established booking process.

Outpatient services were located on the ground floor, with inpatient ward facilities on the second floor. The premises were accessible and included wheelchair-accessible lifts and additional facilities for people with disabilities.

All young people referred for surgery underwent a suitability assessment prior to treatment. These assessments were undertaken by a registered children’s nurse (RSCN) from another location within the provider’s group.

We scored the service as 3. The evidence showed a good standard. Staff and leaders actively listened to information about people who are most likely to experience inequality in experience or outcomes and tailored their care, support, and treatment in response to this.

Staff and leaders considered the needs of individuals who may be at greater risk of experiencing inequality in access, experience or outcomes, and tailored care, support and treatment in response.

Staff completed mandatory Equality, Diversity and Inclusion (EDI) training. This was supported by the provider’s EDI policy, which outlined the organisation’s commitment to promoting equality, valuing diversity, and fostering a fair, respectful and inclusive environment.

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

We scored the service as 3. The evidence showed a good standard. People were supported to plan for important life changes, so they could have enough time to make informed decisions about their future, including at the end of their life.

Staff provided children, young people and their parents or guardians with clear information about ongoing care and treatment needs. Where young people underwent surgery, staff told us discharge information included details of ongoing treatment and medicines to be taken at home.

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