Nuffield Health Bristol Hospital - The Chesterfield

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

We looked for evidence people and communities were always at the centre of how care was planned and delivered. We checked the health and care needs of people and communities were understood, and they were actively involved in planning care to meet these needs. We also looked for evidence people could access care in ways to meet their personal circumstances and protected equality characteristics.

At our last assessment for this key question there was not sufficient evidence to rate. At this assessment the rating is good. This meant people’s needs were met through good organisation and 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 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.

The main ground floor reception had a designated waiting area for children and young people. The area offered a range of seating and access to refreshments and toilet facilities for patients and visitors.

All areas of the service were accessible to wheelchair users and those with prams or pushchairs. Lifts were available to access upper floors and were of a sufficient size to accommodate wheelchairs and pushchairs. The service provided accessible toilet and changing facilities, including disabled toilets.

Young people undergoing surgical procedures had their own clinic room with ensuite facilities. With their consent, parents or guardians were able to stay with them overnight on a pull out bed.

Staff could access support from external interpretation services when required.

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.

The service had clearly defined admission criteria to ensure children and young people could access care without discrimination, including on the basis of gender, race, religion, belief or sexual orientation.

The hospital held daily morning huddles to plan care delivery and review risks. These included identifying any children or young people scheduled to attend. Key information was communicated to staff unable to attend by email to ensure continuity of information sharing.

There were established transfer pathways for children and young people who became unwell. There was a current standard operating procedure which clearly outlined arrangements for transport, staff escort, and required documentation. This was supported by a service level agreement with a local NHS hospital.

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

Information for parents or guardians of children and young people about the services offered at this hospital was available at this location and the service’s website. There was a range of information leaflets in the outpatient waiting room. For example, “A visit to outpatients” took children through the hospital journey and what to expect. The leaflets used child-friendly language, making them accessible to children.

Patients’ paper medical records were stored securely on site and all medical records were electronically scanned. Spot check audits were conducted to ensure all records were scanned.

The service met the Accessible Information Standard (AIS), with information available in alternative formats and processes to support translation and interpretation, including British Sign Language (BSL) when required.

The service displayed its previous CQC ratings in the hospital and on the provider’s website.

Young people who attended the outpatients department at the time of our visit told us they were provided with lots of information about what to expect.

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.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. In the outpatients waiting area there were “Your opinion matters” leaflets with email and telephone number contact details. There was also an electronic board with a QR code and cards with a QR code to provide feedback. A leaflet provided for children named “A visit to outpatients” used child-friendly language and advised children how they could ask questions.

The service had a dedicated children and young people’s patient satisfaction survey. Leaders told us this ensured they continued to monitor experience, identify themes, and drive improvements in line with their internal quality and governance standards. However, no examples of the survey data were provided.

Staff involved children and young people in decisions about their care.

Staff told us they knew how to respond to a complaint and their role within the service’s complaints process. The service monitored feedback from patients and families. There was a process for monitoring complaints through monthly governance meetings.

The service received 2 complaints regarding children and young people’s services in the 12 months prior to our site visit. Leaders told us they worked with staff to react quickly to concerns raised. They said this demonstrated their commitment to responding to feedback, to maintain professional accountability, and work collaboratively with clinical colleagues to support continuity and quality of patient care.

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

The premises were accessible and there were pram and wheelchair-accessible lifts. There was a reception and large waiting room on the ground floor with a dedicated area for children and young people. The hospital has a hearing loop (sound system for use by people with hearing aids) in the main reception. Inpatient ward facilities were located on the first floor and outpatient services on the second floor.

The service ensured people had timely access to care, treatment and support when they needed it. Referrals for children and young people were managed through a booking process. All young people referred for surgery underwent a suitability assessment prior to treatment.

Staff planned for young people’s discharge which involved good liaison with ongoing care providers such as physiotherapists local to the patients’ home.

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.

Staff and leaders considered the needs of individuals who may be at greater risk of experiencing inequality in access, experience or outcomes, and tailored care, support and treatment in response.

There was a current Equality, Diversity and Inclusion (EDI) policy, which outlined the organisation’s commitment to promoting equality, valuing diversity, and fostering a fair, respectful and inclusive environment.

The provider participated in Patient-Led Assessment of the Care Environment (PLACE), which is a review of the care environment from patients and staff. In 2025 the hospital scored higher than the national and provider average for disability care (99%).

Parents of young people attending the outpatients department at the time of our visit told us they were very happy with the booking process and care received from staff.

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.

Staff provided children, young people and their parents or guardians with clear information about ongoing care and treatment needs.

Where young people underwent surgery, staff told us discharge information included details of ongoing treatment and medicines to be taken at home.