Spire Parkway 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

Children, young people and their families and carers were involved in decisions about their care. The service provided information people could understand. People knew how to give feedback and were confident the service took it seriously and acted on it. The service was easy to access and worked to eliminate discrimination. People received fair and equal care and treatment. The service worked to reduce health and care inequalities through training and feedback. People were involved in planning their care and understood options around choosing to withdraw or not receive care.

At our last inspection we rated this key question as good. At this inspection, the rating has remained the same.

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 children and young 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. This commenced in the outpatient department when treatment options were discussed and agreed with the patient and the consultant. Then patients had a preoperative assessment review to ensure their suitability for any procedures.

Staff had specific training for taking blood from young children and extra time was allowed for these appointments. They had distraction toys in the area.

The service provided paediatric physiotherapy for children and young people with a range of needs, including those referred through local sports clubs. Staff explained that the service was the only provider of paediatric physiotherapy within a 45-mile radius, highlighting its importance in providing specialist assessment, treatment, and rehabilitation for children and young people across a wide geographical area. The service provided rehabilitation and ongoing management for children and young people with long-term musculoskeletal conditions, including scoliosis, a condition involving an abnormal curvature of the spine. Physiotherapists developed individualised treatment plans to support mobility, function, posture, pain management, and participation in daily activities, education, and sport.

Patients who used services were involved in planning and making shared decisions about their care and treatment, which centred around them and their needs. Care plans reflected their physical, mental, emotional and social needs We reviewed completed 5 sets of patients medical and nursing notes for patients who had been discharged from the service. We found these notes were completed compressively and reflected the patients’ needs.

Patients’ communication needs were assessed and met to maximise the effectiveness of their care and treatment.

Staff monitored patients’ personal needs including, mobility, pain and dietary requirements. The patient records we reviewed showed daily documentation from nursing and medical staff about test results, patients’ progress, discharge plans and discussions with relatives. Consultants responsible for the children and young people overall care would visit patients on the day case ward and communicate any care needs with the nursing staff and RMO. Consultants reviewed patient notes and test results in outpatients and other services.

We observed staff from theatres completing the pre-operative checklist, care and attention was taken to ensure children and young people, their parents and carers fully understood the procedure they were due to undergo, and any risks or complications associated with it.

The service had a good understanding of the diverse health and care needs of children and young people and their local communities, so care was joined-up, flexible and supported choice and continuity.

Patients’ care and treatment was delivered in a way that met their assessed needs from services that were co-ordinated and responsive. Patients were admitted to the hospital in a timely manner, most admissions were planned. Patient were appropriately admitted for procedures with all staff involved in the assessment. The service reported 1 cancellation in the 6 month period prior to our inspection.

There was a senior manager on-call every day and out of hours, on-call for a week at a time. There was a duty manager on site between 9am to 4pm every day. Theatre teams had an on-call anaesthetist, operating department practitioner and scrub nurse. Physiotherapy staff were on-call out of hours and over the weekend.

Staff understood patients’ personal, cultural and religious needs. Care was provided in line with national guidelines for the provision of surgical services. Multidisciplinary teams worked together to ensure treatment was coordinated and joined up.

The service worked with a local mental health service to support children and young people with additional emotional or psychological needs. The service also maintained close working relationships with the local authority safeguarding teams.

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

There was information displayed on the walls in the wards which included, how to make a complaint, translation services, chaperones and how to raise concerns.

Translation services were available for people whose first language was not English. Staff knew how to access this service and told us that the service could be accessed by phone or on online chats.

Patient information leaflets covering a range of conditions and post-operative care were available in a variety of languages to meet the diverse needs of children, young people and their families. Information provided included guidance on meningitis, eating disorders, supporting a friend through a difficult time, and female genital mutilation, including details about available support services and how to access help. This helped ensure children, young people and their families could access relevant health information in a format that met their communication needs and promoted understanding of health and wellbeing issues.

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

Patients knew how to give feedback about their experiences of care and support including how to raise any concerns or issues. There was a corporate complaints policy and staff could access this online. Noticeboards around the hospital displayed information on how to make complaints.

When something went wrong, patients received a sincere and timely apology and were informed of any actions being taken to prevent the same happening again. Staff were open and honest with patients in their care and gave them and their families an apology and a full explanation if things went wrong.

Complaints were discussed during daily staff huddles and team meetings to ensure learning and improvement opportunities were shared across the service. Minutes from CYP team meetings demonstrated that complaints were routinely reviewed and that learning points were discussed with staff.

Between November 2025 and 30 April 2026, the CYP service received 3 complaints. We reviewed all 3 complaints and found they had been thoroughly investigated. Responses had been reviewed by both the Hospital Director and the consultant involved in the child or young person's care to ensure appropriate oversight and governance.

The 3 complaints related to different areas of the service, and there was no common theme or recurring concern identified. Learning from each complaint was shared with staff through team meetings and daily huddles to support continuous improvement and enhance the quality of care provided to children and young people.

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

Children and young people who needed to access the service outside of school times could be offered appointments either later in the afternoon or on Saturdays.

Children and young people could expect their care, treatment, and support to be accessible and delivered in a timely manner, in accordance with best practice, recognised quality standards, and relevant legal requirements.

The service undertook approximately 25 appointments each month, with the majority relating to ear, nose and throat and urology specialties. At the time of inspection, there was a small waiting list of 10 patients for surgery. There was no waiting list for outpatient or clinic only appointments. The service monitored waiting times and maintained oversight of patients awaiting appointments to ensure any risks associated with delays were identified and managed appropriately. The service had increased its CYP theatre slots from 6 to 10 at the start of 2026, to reduce waiting lists.

The hospital's Paediatric Lead Group worked across each site to oversee and support the safe delivery of services for children and young people. The group reviewed patient access to services to ensure that children and young people could receive appropriate care in the most suitable location.

The hospital worked with the local integrated care boards and the local acute NHS trust to plan services to meet the needs of the local population. The services provided ensured flexibility, choice and continuity of care.

The hospital had wheelchairs and lifts available to access all areas of the hospital. Staff were available at the entrance of the hospital to support and direct people to the correct areas. Wards were clearly sign posted and had swipe card access.

Patients with learning disabilities and dementia could have carers or family members with them during their stay.

Staff and leaders actively listened to information about children and young people who are most likely to experience inequality in experience or outcomes and tailored their care, support and treatment in response to this.

The service had processes and policies in place which ensured patients were treated in line with requirements under the NHS constitution and legal and human rights. Staff told us reasonable adjustments were made when required. The processes in place ensured that patients were not discriminated against and ensured that care and treatment was equitable for all.

All staff were committed to ensuring equitable access, outcomes, and experiences for all patients, including those with learning disabilities), autism, dementia, and mental health needs. This commitment was embedded in the mission statement of the hospital to provide care that is unique and individual. This was supported in several ways including, reasonable adjustments such as extended appointment times and quiet areas. A flag on the electronic system to ensured all staff were aware of any reasonable adjustments necessary.

Nationally recognised training in supporting people with learning disabilities and autism had been completed by 100% of staff. However, completion of equality, diversity, inclusion and human rights was low at 67%. We were not provided with any information on improving this completion rate.

Children, young people and their parents or carers were supported to plan for important life changes, so they could have enough time to make informed decisions about their future.

Children, young people, and their families said they felt staff gave them good information about planning for their future when they left hospital. They could make informed choices and say what mattered to them. The service worked closely with other health and social care professionals, including GPs. They were given sufficient time to ask questions about their treatment options, and staff provided additional support to help them understand what these options involved.

Staff ensured patients received clear information about the potential risks of undergoing the treatment, as well as the possible consequences of choosing not to proceed. Staff discussed alternative options with children, young people and their parents or carers

Discharge planning and ongoing appointments were discussed during outpatients, POA appointments and during recovery. Physiotherapy staff ensured patients were aware of ongoing physiotherapy appointments and exercises required following procedures.

Prior to admission, patients paying privately for their treatment would meet with the private patient coordinator to discuss costs, review what was covered under any insurance and offered finance options. This ensured patient were aware of all costs prior to admission.