Nuffield Health Exeter 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

We looked for evidence people and communities were always at the centre of how care was planned and delivered. We checked the health and care needs of people and communities were understood, and they were actively involved in planning care to meet these needs. We also looked for evidence people could access care in ways to meet their personal circumstances and protected equality characteristics.

At our last assessment we rated this key question good. At this assessment the rating remains 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.

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 were accessible by wheelchair and prams. The reception area had a designated area for children with furniture to meet their needs and toys. Staff adjusted the outpatients room used for consultations to make it more child friendly.

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

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 clear admission criteria to ensure children and young people could access the service regardless of gender, race, religion, belief or sexual orientation.

The hospital held daily morning huddles to plan care and review risks, including identifying any children or young people scheduled to attend that day. Key information was shared with staff who were unable to attend via email.

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

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 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.

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 received 1 complaint regarding children and young people’s services between July 2024 and January 2026. This had been resolved within the providers timescale, and the complainant was happy with the outcome. There was a process for monitoring complaints through monthly governance meetings. The service monitored feedback from patients and families.

There were child friendly forms for them to give their feedback using a range of pictures for example, faces from happy to sad.

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

The service made sure that people could access care, support and treatment when they needed it.

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

Outpatient services were located on the ground floor, with inpatient ward facilities on the first floor. The premises were accessible, with wheelchair‑accessible lifts and suitable toilet facilities for people with disabilities.

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

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

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

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, 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.