- Independent hospital
Practice Plus Group Hospital - Emersons Green
Assessment report published 20 October 2026
Contents
Ratings - Outpatients
Our view of the service
Assessment date: 30 June and 1 July 2026
We carried out an on-site assessment of the outpatient department at Emersons Green Hospital. During the assessment, we reviewed evidence against the relevant quality statements within the safe, effective, caring, responsive and well-led key questions. We rated the service as Good.
The outpatient's department was previously inspected in March and April 2016 and was rated as good.
The service demonstrated a positive culture of safety. People's care and treatment were regularly reviewed to ensure their needs continued to be met, and staff worked collaboratively to identify and manage risks. Effective arrangements were with the local NHS trust to support specialist review and the transfer of patients when required.
The outpatient environment was clean, well maintained and suitable for the delivery of care and treatment. There were enough staff with the appropriate skills, experience and qualifications to meet people's needs safely. Staff treated people with kindness, compassion and respect and were committed to providing person-centred care.
The service had effective governance and risk management processes to identify, monitor and mitigate risks. Leaders sought feedback from people using the service and used this information to support learning and continuous improvement. Systems were in place to investigate concerns and complaints, and to ensure learning was shared across the service.
People's experience of this service
We observed positive and caring interactions between staff and people using the service. People told us staff treated them with kindness, dignity and respect. They said they felt involved in decisions about their care and treatment and were offered choice and flexibility when arranging appointments.
People consistently told us they saw staff following good infection prevention and control practices, including washing their hands between consultations. They described the outpatient environment as clean, spacious, and well maintained.
People told us their privacy and confidentiality were respected throughout their care and treatment. They were positive about their overall experience and were satisfied with the care they received and the timeliness of appointments and treatment.
The hospital's patient feedback data showed consistently positive results, with a reported satisfaction rate of 100% in the friends and family test data seen. Comments included "excellent care" and described the patient's journey from start to finish as "exceptional". These comments reflected the positive experiences shared with us during the assessment.