Spire Norwich Hospital

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

This means we looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect.
At our last assessment we rated this key question good at this assessment the rating has remained as 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 evidence showed a good standard. The service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.
During our assessment we observed staff interacting with the people they treated. We saw good communication and people were cared for with kindness, compassion and respect. We observed staff introducing themselves and consultants apologising for any delays.
People told us they felt listened to by all the medical staff they had been involved with and that all staff were friendly and approachable. This was reflected in the results of patient feedback in the last 12 months; 789 responses were received with 95% overall reporting a very good or good experience.
Consultation rooms supported privacy. Engaged /vacant signs were displayed on doors and staff were also observed to knock before entering to add additional privacy. Signs were displayed to inform patients that a chaperone could be requested. A quiet room was also available for people to wait in if required.
We observed professional and respectful interactions between staff within the department.

The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

The service had an Equality Diversity and Inclusion policy that all staff had access to. They also had a plan for 2025-2026 to create and sustain an inclusive working environment. We spoke to clinical and non-clinical staff with varying levels of experience; they said they were treated fairly and equally within the department and the hospital.
People we spoke to told us that they were treated as individuals and this was reflected in patient feedback over the last 12 months, 89% overall agreed to being treated as an individual.
Staff training supported staff to provide care that was person centred, inclusive and responsive to individual needs. 94% of staff had completed Equality, diversity and inclusion (EDI) training.
Staff had completed training in Autism and Learning Disabilities with a compliance rate of 89%. This training increased staff awareness of adaptations that may be required in communication styles, understanding sensory and processing needs and the possible need for the use of a quiet room. The department had a neurodiversity box that contained ear defenders and fidget toys. Staff competencies in dementia awareness were also completed.
Patient questionnaires and preoperative assessment documentation usually informed the department of any additional needs or requirement a patient may have, so that needs could be met on the day of the appointment. For example, if a patient required a hoist or lifting aids arrangements would be made for their consultation to take place on a ward the appropriate lifting equipment could be used. If a patient had a larger than standard wheelchair the gynaecology room could be used as it had double doors that could be opened.
Hearing loops were available at receptions, and wheelchairs were available in entrance lobbies. Interpreter information was displayed around the department in different languages. People also had the option of booking in independently using an electronic device.

Other information available to support patients was large print and easy read resources, Autistic society patient passport, Dementia Passport (this is me), My hospital passport for adults with learning disabilities. However, it was not clear that any of these additional resources were being used within the outpatient department.

The service had a multi-faith room that people could use for prayer or quiet reflection.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.
People we spoke to were at varying different stages of their consultation and treatment pathway. For some it was their first time using the service; others had been using the service for many years. They told us that the booking process into the hospital gave them choice of appointments times and consultants available, that could meet their care needs and expectations.
People said they felt cared for and informed. This was observed in 2 Ear, Nose and Throat (ENT) consultations and minor procedures. We observed patients being treated with dignity and respect, consultants engaged with patient discussions giving time for questions to be asked. Good explanations were given in a way that the patient understood enabling the patient to make informed decisions and be in control of their care. All documentation was completed and recorded.
Patient feedback in the last 12 months showed 92% of patients overall agreed they were fully informed and 90% overall agreed they were cared for.
The chaperone and interpreter support enabled people to communicate effectively, be supported in their decision making, and feel in control of their treatment, care and wellbeing.

The service listened to and understood people’s needs, views, and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.
Staff communicated well with patients following minor procedures to ensure that they felt well, offering reassurance throughout. Staff said if a patient felt unwell following a procedure they would respond to their immediate needs by staying with them, taking observations and responding to the information that the observations gave. This enabled them to monitor responses to treatment. They would request further assistance if needed from the consultant who performed the procedure, the resident medical officer, and if necessary call 999.
Staff gave an example of responding to an emergency in the department when a patient had a seizure, immediate care and treatment was provided whilst waiting for an ambulance to arrive.
We observed staff assisting people with mobility issues from a chair into consulting room. The department provided hot and cold beverages so immediate hydration needs could be met.

The service always cared about and promoted the wellbeing of their staff and was exceptional at supporting and enabling staff to always deliver person-centred care.

The service had an employee assistance programme and access to occupational health. Information for both services was displayed on the staff noticeboard. A wellbeing booklet was available that gave information on Mental Health First Aiders, external mental health support with telephone numbers, Freedom to Speak Up (FTSU), Neurodiversity, LGBTQ+U champion, Equality, Diversity and Inclusion (EDI) and general wellbeing. This information was also displayed around the department.
The service celebrated staff recognition with Excellence awards given to staff that demonstrated the Spire group values. They also recognised staff long service and staff that went above what was required of them to support a patient or colleague. Staff were nominated for these awards by colleagues, consultants and patients
Flexible working was supported. One member of staff said the shift pattern they worked gave them a good work-life balance with their family.
The service holds various forums and social events that are open to all staff within the hospital.
We spoke to both clinical and non-clinical staff and all staff told us they were happy working within the department, felt supported and confident to raise concerns. They said they were treated fairly and everyone had equal opportunities to develop their skills and knowledge. This was also reflected in the last staff survey whereby 88% of staff said they felt they belonged and were treated fairly.
Development courses were run by the Spire healthcare group. The outpatient department had supported 2 healthcare assistants to gain a level 3 senior healthcare assistant qualification, and a registered nurse was awarded a driving clinical excellence certificate.