Boston West 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

The service responded to patients’ needs and patients who used the service were actively involved in planning and delivering their care. Patients could access care in ways that met their personal circumstances. Staff ensured that information was shared with other agencies so that there was a continuity of service. Relevant information was provided in a way patients could understand, and patients could provide feedback and raise concerns. Access to care was straightforward and people experienced positive outcomes. The service worked to improve inclusivity.

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

Staff we spoke with told us that their focus is on the patient and their care and comfort. They tried to be flexible in appointments to best suit individuals’ needs.

The service collated data from patient feedback cards, which asked about care, cleanliness, the staff and refreshments. Between April and September 2025, the average patient satisfaction score was 99.16%.

We spoke with 4 outpatients on the day of the inspection, and they were all complimentary about the care they received. They remarked on how staff concentrated on their individual needs and preferences. They said during outpatient appointments, staff had offered options around sedation methods and advised they could change their minds about them. One patient told us that after a follow up appointment the consultant arranged to have the GP prescribe specific, stronger painkillers for them. Another patient told us that they were very impressed with how the service cared for them and said “I’ll go back for the consultation and any further treatment with full confidence. I commend them on their service”.

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.

Please refer to the surgery report for more details about this quality statement.

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

Please refer to the surgery report for more details about this quality statement.

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.

Please refer to the surgery report for more details about this quality statement.

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

The location had recently been renovated and the layout of the reception and waiting areas had been improved. We saw the reception area was light and spacious and the design of the reception desk enabled people in wheelchairs to be able to speak to staff and complete forms easily. A former coffee room was converted to pre-assessment /nurses room, two rooms were merged into a minor procedure room, and an extra consulting room was created. Outpatient staff told us this could enable them to see more patients and treat them more efficiently.

Patients told us they found the service easy to find and the outpatient areas easy to navigate.

Please refer to the surgery report for more details about this quality statement.

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.

Please refer to the surgery report for more details about this quality statement.

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.

Please refer to the surgery report for more details about this quality statement.