Nuffield Health North Staffordshire 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 that patients and communities were always at the centre of how care was planned and delivered. We checked that the health and care needs of patients and communities were understood, and they were actively involved in planning care that met these needs. We also looked for evidence that patient could access care in ways which met their personal circumstances and protected equality characteristics.

At our last assessment we rated this key question good. This key question has been rated good. This meant patient’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 usually made sure patients were at the centre of their care and treatment choices and they decided, in partnership with patients, how to respond to any relevant changes in patient’s needs.

Staff provided patients with information about risks and benefits of examinations to allow them to make choices about their care.

The premises were accessible to patients with limited mobility. The radiology department was on 1 floor, with step-free access throughout. Toilet facilities and patient changing rooms were spacious with grab rails. Lockers were available in changing rooms for patients to safely store their belongings. The service had an MRI safe wheelchair and trolley.

As per Royal College guidelines private or self-pay patients were told about and knew all the planned and possible costs. When a patient was responsible for paying the costs of their care or treatment (either in full or partially), they were provided with a statement specifying the terms and conditions in respect of the services to be provided, including as to the amount and method of payment of fees. Where possible this was always provided in writing prior to the commencement of the service.

The service understood the diverse health and care needs of patients and their local communities, so care was joined-up, flexible and supported choice and continuity.

The service planned and provided care in ways which met the needs of local people, and the communities served. Patients were given choice and flexibility around their appointments. X-ray services were generally staffed between the hours of 8am and 8pm Monday to Friday, and Saturday mornings to allow for imaging of post-operative patients from Friday and patients attending Saturday morning clinics to have their imaging at the same time. X-ray provision in theatre was rostered as required. The service operated an ‘on-call’ service for urgent X-rays out of hours. MRI and CT services were generally open from 8am to 6pm. Staff in MRI said that they no longer reserved slots for urgent on the day scans as they previously had as the slot was rarely used. However, they said they would accommodate urgent scans as required by either rearranging less urgent examinations or staying late. Ultrasound services were generally available until 7.30 or 5pm on weekdays. Mammography took place twice a week, supporting 2 consultant-led rapid access breast clinics where ultrasound and guided biopsies could also be performed. Breast screening services were available for non-symptomatic patients on 1 afternoon a week.

The service usually supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The service emailed patients information about examinations prior to their appointments, in addition to a telephone call from the bookings team. Most patients said they had received this, although 1 patient said they had not received a phone call or information with their appointment email. Furthermore, they said that they name of the procedure on the email was slightly different to the one they were booked in for.

A range of information was available to patients, including leaflets on investigations and advice for maximising their health. We did not see any literature in languages other than English or in additional formats such as Easy Read on display, however, managers told us that they could request information in different languages and formats as required.

Patients were made aware of the costs of any examinations where they were self-pay or had medical insurance.

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

The service and staff made it easy for people to share feedback and ideas or raise complaints about their care, treatment and support. We saw literature on giving feedback throughout the service. Although staff and leaders all said that complaints about the service were unusual, staff knew how to handle or escalate complaints as appropriate. For example, clerical staff said if they had a complaint over the telephone, they would escalate this to managers who would listen back to the recorded call and contact the complainant.

Managers investigated complaints and gave examples of actions taken to resolve them. Complaints were seen as a learning opportunity and a manager who gained additional knowledge of the subject access request process through investigation of a complaint shared this learning with others.

Patients could take any unresolved complaints to the parliamentary ombudsman if receiving care as an NHS patient, or to an independent sector complaints service.

The service ensured patients could access the care, support and treatment they needed when they needed it.

The service monitored waiting times so people could access the service when they needed to and received the right care promptly. At the time of the inspection, the average time between referral and examination date was 7 days for private patients and 6 days for NHS patients. A patient who was booked for an interventional procedure under ultrasound guidance said they chose the service through NHS choose and book as it had the shortest waiting time locally, at 18 days. All of the patients we spoke with said that waiting times met or were better than their expectations.

Since the beginning of 2026, 0.1% of patients did not attend (DNA) their appointments. Staff said they called patients who were running late and would rearrange their appointments there and then where possible. If there were unable to contact the patient, staff would notify their consultant.

Managers worked to keep the number of cancellations to a minimum. Since the beginning of 2025, 5.7% of appointments were cancelled by the service, although we did not receive information as to reasons for cancellation.

Staff and leaders listened to information about patients who were most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

All staff completed mandatory training on learning disability and autism and were fully compliant at the time of inspection. Staff said they would ensure longer scan slots were booked for patients with additional needs and had access to an accessible information folder which included picture cards and information cards in different languages.

People who did not speak English as their first language could access the service. Staff had access to interpreter services face to face and by telephone. Information could be requested in languages other than English; however, Braille was not supported by this service at the time of inspection.

People were given information to support their ongoing and future care.

Patients were supported to make informed choices about their care and plan their future care. Reporting staff liaised with referrers and other staff outside of the service to ensure patients received the ongoing care required. Staff provided patients with information about how they would receive results and from whom and any related follow up appointments, and we observed that information and timescales were consistent.