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Royal Surrey County Hospital Good

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Inspection report

Date of Inspection: 16 August 2012
Date of Publication: 4 September 2012
Inspection Report published 4 September 2012 PDF

Overview

Inspection carried out on 16 August 2012

During a routine inspection

We carried out semi structured interviews with 25 in-patients and some of their relatives across six wards, including elderly care, the children�s ward, gynaecology, orthopaedics, the stroke ward, and the gastro-intestinal unit. We also had shorter discussions on specific topics such as cleanliness, and medication, with a number of other patients during this two day visit. We also visited and spoke with people in the accident and emergency department.

Discussions with in-patients showed that overall they were satisfied with the care they had received and those who needed assistance with personal care said they got it. The majority felt they had been included in discussions about their care, and had been kept informed about their progress. People told us they felt safe in the hands of staff at this hospital, and that staff appeared well trained for the work they were asked to do. Positive comments included �No worries about their skills or abilities - staff all try their best to meet my needs.� Overall, people commented positively on the quality of the care and service they received and complimentary remarks were made in relation to the staff, the level of cleanliness, and the food.

We also asked people using the general outpatients department, and St. Luke�s Cancer Centre, to fill in a self completion questionnaire and return it into a sealed box. We distributed 100 self completion questionnaires in total. We passed 70 to general outpatients, on 15 and 16 August 2012. A total of 39 were returned. We also distributed 30 questionnaires in St. Luke�s Cancer Centre on 15 August, and all 30 were returned.

The self completion questionnaires showed that patients were very satisfied with the service at this hospital. Questions relating to being treated with dignity and respect, being involved in discussions about their care, as well as the standard of cleanliness in the hospital scored the highest �Yes� responses. Patients were also asked if they felt safe in the hands of the people providing their care at this hospital, and 100% of respondents said that they did. Some added comments such as �Absolutely� and �Most certainly�.

The questionnaires also identified that patients thought staff appeared well trained for the work they were being asked to do, and the majority of patients said that there were staff available to speak to if they had any worries. Patients were asked about their opinion of the overall quality of the care provided at this hospital. A total of 72 people answered this question, and 68 positive comments were received. The majority of these respondents thought the service was either �very good� or �excellent�, with several people noting that they had been coming to the hospital for years, either as patients or visitors, and they had been satisfied with the service over a long period.

Overall, only around half the patients said they would know how to make a complaint, but the majority of those who said they would not know, noted that they would find out, or speak to a member of staff. One person, in answer to the question about whether they knew how to make a complaint, stated that they did, but had never had one in 37 years.