Nuffield Health Exeter 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

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 our last assessment we rated this key question as good. However, 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 patients with kindness, empathy and compassion and in how they respected patient’s privacy and dignity. Staff always treated colleagues from other organisations with kindness and respect.

Staff treated patients with compassion and kindness, respected their privacy and dignity, and took account of their individual needs. Staff introduced themselves to patients and said what their role was. 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 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 people during a scan. Staff kept patients informed of what was happening and responded to their needs.

Staff maintained patients’ dignity and ensured they were not unduly exposed during their scan. Staff were respectful to the patients. All patients we spoke with said staff treated them well and with kindness. A patient told us, “It is clear that the team really care about the patients.” Another patient said, “I was asked if I wanted a gown as I had taken my shirt off.”

All rooms had keypad locks. We saw staff keeping doors closed when they were attending to patients. We saw staff knocking on doors prior to entering. Conversations about care was done in private.

The provider participated in Patient-Led Assessment of the Care Environment (PLACE), which is a review of the care environment from patients and staff. In 2025, the hospital scored 97%. which was ahead of national average 92%, for privacy dignity and wellbeing.

Patients felt staff were compassionate and kind in all areas of the service. For example, in mammography a patient said, “Staff are an absolute joy, they put me totally at ease by explaining the process fully, was understanding of my concerns and took their time to settle me to perform the mammogram.”

The service treated patient as individuals and made sure patient’s care, support and treatment met patient’s needs and preferences. Staff took account of patient’s strengths,

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. A patient gave feedback saying, “They were aware that I needed to get back for the school run, so worked their magic to get me in early.”

Staff told us people’s needs and preferences were assessed prior to undertaking scan procedures, and they respected people’s wishes where possible. They said the care environment at the service allowed them to treat people as individuals, they had time to talk to people and understand their needs. A patient told us, “Very professional and friendly and have time for you compared to other service providers.”

People who use the service told us staff treated them as individuals and took their needs and preferences into account when undertaking scan procedures. They told us staff clearly explained the procedures to them in a way they understood and they were given the opportunity to ask questions. A patient said, “They try to make it as smooth a process as possible.”

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

The 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 and asking if they are okay to continue.

Earplugs were available which protected patients’ ears and helped to reduce the noise. For those patients demonstrating heightened anxiety, staff provide 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.

The service had a chaperone process to support people if they needed it.

The staff were exceptional in how they listened to and understood patient’s needs, views and wishes. Staff responded to patient’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.

MRI scanners can cause feelings of panic or being trapped for some patients due to the narrow, enclosed space. We observed staff spend time talking with patients about the feelings people may have when having a scan. Patients told us that staff made them feel at ease and were in constant communication with them during the scan and told them what was happening next.

The service captured feedback from people. A patient said “I was really anxious for my scan yesterday; but the team involved were absolutely fantastic at calming me down. They were very helpful and caring and really put me at ease… which is a miracle given my current state!”. Another patient told us,” Everything is really great, can’t fault them. The kindness of the technician. I was anxious before the scan and they really reassured me.”

The service cared about and promoted the wellbeing of their staff. They 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. Staff also had access to staff benefits and wellbeing support. This included healthcare and financial support. They could access membership to local gyms to support their wellbeing.

Staff felt valued by their leaders and their colleagues. Staff had opportunities to contribute to service development. We spoke to staff who told us, they felt comfortable talking to, and raising any concerns with their manager. Staff said there was good teamwork within the department and 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.

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.