- Independent hospital
The Westbourne Centre
Assessment report published 28 September 2026
Ratings - Surgery
Our view of the service
The Westbourne Centre is operated by The Westbourne Centre Birmingham Limited, a joint venture between Ramsay Health Care UK (40%) and The Cosmetic Surgery Partnership (CSP) (60%). CSP comprises of 5 consultant surgeons who also practise at the service. The centre provides day-case surgery, outpatient services, and dental diagnostic imaging. This inspection focused on the surgical service.
We carried out an unannounced inspection on 16 June 2026.
During the inspection, we assessed all quality statements across the Safe, Effective, Caring, Responsive and Well-led key questions. The scores from these areas were combined to determine the overall rating for the surgical service. As part of the inspection, we spoke with 10 staff members and 3 patients and relatives. Due to the nature of the day surgery service, patients were often discharged quickly, therefore we also considered patient feedback received by the service. We reviewed 7 patient records to support our assessment.
Safe:
The service provided elective day-case surgery within a safe and well-managed environment. Risks were effectively assessed and monitored throughout the patient pathway, with strong arrangements in place to support continuity of care and patient safety. Leaders maintained oversight of safety, staffing, equipment and environmental risks through regular audits, monitoring and governance processes.
The service promoted a positive learning culture where incidents, concerns and feedback were used to drive improvements. Staff understood their safeguarding responsibilities and worked effectively to protect patients from harm.
Staffing levels were sufficient, with a skilled workforce supported through training, appraisal and professional development. Medicines, infection prevention and control, equipment and environmental risks were managed safely, ensuring patients received care in clean, well-maintained facilities.
Effective:
The service ensured patients received effective care through comprehensive assessments of their physical, mental health and individual needs. Patients were actively involved in decisions about their care and treatment, with staff providing personalised support, detailed information and opportunities to discuss treatment options throughout their surgical journey.
Care and treatment were delivered in line with current evidence-based practice, national guidance and recognised professional standards. Staff worked collaboratively across teams and services to provide coordinated care, support continuity of treatment and ensure patients received consistent advice and follow-up.
The service demonstrated positive patient outcomes and used performance data, patient feedback and audit findings to drive continuous improvement.
Patients received clear information about the benefits, risks and alternatives to treatment, enabling them to make informed decisions and provide valid consent. Staff respected patients' rights, preferences and individual needs, with additional support available to ensure information was accessible and understood.
Caring:
Staff treated patients with kindness, compassion and respect throughout their care. Patients' privacy and dignity were maintained, and individual needs, preferences and circumstances were considered when planning and delivering care. Patient feedback was overwhelmingly positive, with many describing staff as caring, supportive and professional, and examples were seen of staff going above and beyond to meet individual needs.
Patients received timely support and felt able to approach staff with questions or concerns. Information was provided in a way patients could understand, enabling them to make informed choices about their treatment. Responsive follow-up and aftercare arrangements ensured patients could access advice and support when required.
Leaders promoted a positive and supportive working culture where staff wellbeing was valued, concerns could be raised openly and staff felt supported in their roles. This helped staff deliver consistently person-centred care and positive patient experiences.
Responsive:
Patients were actively involved in decisions about their care and treatment throughout their surgical journey. Care was planned around individual needs, preferences and desired outcomes, with patients receiving ongoing support, follow-up and continuity of care from their consultant and the wider clinical team.
Patients were encouraged to share feedback, raise concerns and ask questions about their care.
Information was provided in a range of formats to support informed decision-making, and patients were given clear advice on how to access support before and after treatment. The service made reasonable adjustments to meet individual needs, including providing interpretation services and support for patients with disabilities or additional communication needs.
Access to care was monitored to ensure patients received timely treatment and support. Discharge planning and follow-up arrangements promoted continuity of care, enabling patients to access ongoing advice, review and treatment where required.
Well-led:
Leaders and staff understood the service's vision and objectives and how these influenced their work. The culture promoted openness, inclusivity, learning and continuous improvement. Staff focused on delivering high-quality and person-centred care.
Leaders were visible, approachable and supportive. Staff told us they felt respected, valued and were able to raise concerns or contribute ideas for improvement. Staff described a positive working environment with strong teamwork and opportunities for development.
Clear governance, risk management and accountability processes supported the delivery of safe, effective and sustainable care. Leaders maintained oversight of quality, performance and risk through audits, performance monitoring and established governance arrangements.
There was a strong commitment to continuous improvement, partnership working and innovation. Learning was shared across the organisation, staff were encouraged to contribute to service development, and leaders worked collaboratively with healthcare partners and local communities to improve services and patient outcomes.
People's experience of this service
Patients were positive about the care they received and described staff as kind, caring and professional. They felt listened to, involved in decisions about their care and well informed about their treatment options.
We spoke with patients, reviewed patient feedback and observed positive interactions between staff and patients. Feedback from patients was consistently positive about the care and support provided by the service.