Mount Vernon 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

Staff were responsive and provided personalised, inclusive, and collaborative care that addressed individual needs and preferences. Patients consistently reported feeling engaged and valued throughout their care journey. The service's coordination with internal and external partners enabled seamless transitions, ensuring that care delivery was aligned with patients’ social, cultural, and medical requirements. Planning for discharge began early and involved multidisciplinary teams, resulting in smooth transitions to community care and support.

Efforts to listen to and involve patients were evident, with effective feedback mechanisms, transparent complaint handling, and incorporation of learning from concerns into service improvements. However, challenges in meeting referral-to-treatment standards and reducing long waits underscored the need for further improvements in managing capacity and access.

This service scored 68 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

The service and its staff were committed to personalised care, enabling positive outcomes and a sense of empowerment for patients. Care plans were designed to reflect the holistic requirements of patients, incorporating their personal circumstances and any protected characteristics under the Equality Act. Staff worked closely with patients to understand their needs and preferences, aligning care plans to these insights. Patients reported feeling that their unique needs were acknowledged and addressed throughout their treatment journey, highlighting the service’s commitment to delivering respectful, tailored, and supportive care.

Patients and their carers were actively involved in discussions about their treatment options, with staff making concerted efforts to explain conditions, procedures, risks, and benefits in a clear and accessible manner. This engagement fostered shared decision-making, ensuring that patients felt empowered to participate in their care.

Staff listened to patient concerns, answered questions, and provided comprehensive information, enabling informed and confident decision-making. Families and carers were included in discussions when appropriate, contributing to a collaborative and supportive care environment. Observations confirmed that staff provided detailed explanations of surgical procedures and recovery plans, helping to ease patient concerns and ensure a clear understanding of their care.

The service demonstrated a coordinated approach to care provision, ensuring that care and treatment were responsive to the health and social care needs of patients and the wider community. Staff exhibited an understanding of local community requirements, tailoring the delivery of services to meet individual patient needs effectively. Continuity of care was a priority, with flexible and joined-up services enabling seamless transitions throughout patients' treatment journeys. Coordination between departments and external care providers helped minimise disruptions and delays, ensuring that patients received timely and consistent care.

Staff were responsive and adaptable, adjusting care plans in line with changes in a patient’s condition or circumstances. Observations and feedback confirmed that care was delivered impartially, with staff prioritising inclusivity and respect for each patient’s cultural, social, and medical needs. By integrating equality and individualisation into its service delivery, the surgical service ensured that patients experienced compassionate, personalised care that addressed their assessed needs and supported their well-being throughout their treatment journey.

The service made efforts to provide accurate, up-to-date information to patients, helping them understand their care, treatment options, and any changes to their treatment plans. Patients had access to various information leaflets on topics such as patient rights, care processes, and post-operative care. Clinicians were observed taking time to answer patients’ questions and ensuring they understood the information provided.

Although the Trust’s electronic system provided access to information in multiple languages, and staff were able to print these individually for patients, the lack of routinely available printed materials may have limited immediate access for some. This approach relied on patients or staff proactively requesting specific formats or translations, which may not always have met the needs of all individuals, particularly those who were unaware of the options or hesitant to ask. This gap could have hindered effective communication and understanding for patients with limited English proficiency, indicating a need for further expansion of multilingual resources.

The service provided a framework for listening to and involving patients, ensuring that they knew how to provide feedback about their care and raise any concerns. Patients, their families, friends, and carers told us they were aware of the feedback tools they could use. This included a promoted Friends and Family Test feedback system, where feedback forms were distributed to every patient upon discharge. Nursing staff took the time to explain these forms during discharge discussions, encouraging patients to share their experiences. Feedback scores and ward reports were routinely sent to the senior staff and cascaded to the wider team, encouraging reflection and continuous improvement.

Patients and their families felt that any complaints or concerns raised would be handled compassionately and without negative repercussions. Complaints were explored thoroughly, and responses were provided in a transparent, and open manner. This proactive and respectful approach created a supportive atmosphere where patients could share their concerns freely. The service also demonstrated a commitment to keeping patients informed about how their feedback was used to shape service improvements. Where necessary, patients were involved in the process of identifying solutions and assessing the impact of implemented changes.

Staff viewed complaints and concerns as learning opportunities and provided clear examples of how lessons learned were integrated into daily practice to enhance the quality of care. Regular staff meetings and handovers included discussions of feedback and areas for improvement, highlighting the importance placed on patient involvement in shaping services.

The service, focusing primarily on elective surgeries, demonstrated a commitment to ensuring equitable access to care and treatment. Theatres were operating from Monday to Friday between 8am and 8pm, with additional weekend lists to address demand, the service worked proactively to minimise delays and waiting times. Weekly patient tracker list meetings, chaired by the general manager, enabled close monitoring of referral-to-treatment statuses to ensure patients received timely care. Managers monitored waiting times and ensured that access to services aligned with national targets. However, despite these efforts, RTT trajectories were not consistently met, with persistent challenges in reducing the number of patients waiting over 52 weeks, suggesting a need for further interventions to address capacity constraints.

Efforts were made to manage cancellations effectively, with short-notice cancellations promptly escalated to scheduling teams to maximise theatre capacity. Monthly reviews of cancellations, conducted by the matron and shared with the elective improvement board, provided opportunities for learning and implementing improvements. Cancelled appointments and procedures were rearranged promptly to minimise disruption to patients, and discharge planning was initiated early, particularly for those with complex needs. The service collaborated with anaesthetic teams, GPs, and specialists, such as diabetes and safeguarding teams, to ensure patients were fit for surgery and that external referrals were managed appropriately. The service also utilised an efficient communication system that sent appointment notifications and letters via text, enhancing accessibility and convenience for patients.

Leaders and staff prioritised removing barriers to access, addressing physical, digital, and organisational challenges to ensure patients’ needs were met. Feedback from patients was actively sought and used to inform adjustments, particularly for those facing greater barriers to accessing care. This included addressing issues such as digital exclusion and the provision of emergency care outside regular operating hours.

Patients’ experiences of discrimination or inequality were taken seriously by the surgical service, with staff demonstrating a responsive and proactive approach to addressing concerns raised. Leaders and staff remained vigilant to potential discrimination and inequality, whether stemming from societal factors, internal processes, or individual behaviour. This attentiveness was evident in the service's efforts to support marginalised groups and communities.

Staff actively sought to eliminate barriers to equitable care by complying with legal equality and human rights requirements, making reasonable adjustments for individuals with protected characteristics. For instance, resources were allocated to address inequalities, such as improving access to appointments and tailoring services for patients requiring additional support.

Leaders used patient feedback and outcomes data to identify and address inequalities, ensuring that necessary improvements were implemented to enhance experiences and outcomes for all patient groups, including those at greater risk of discrimination. By fostering a culture of inclusivity and accountability, the service reinforced its dedication to providing equitable care that respected and protected the rights of all individuals.

The service supported patients in planning their future care, ensuring that decisions were made in alignment with their values, wishes, and capacity. Patients were encouraged to participate in discussions about their preferences for care and treatment, with staff facilitating informed decision-making processes. Sensitive topics, such as end-of-life care and do not attempt cardiopulmonary resuscitation (DNACPR) decisions, were addressed professionally, ensuring patients felt supported and empowered to express their choices. Patients approaching the end of life, including those with protected characteristics under the Equality Act or who were vulnerable, were identified early, and this information was shared with relevant staff and services to ensure seamless continuity of care.

Personalised care plans were developed collaboratively and were shared with all involved in a patient’s care. DNACPR orders were routinely reviewed and confirmed by consultants upon hospital admission to validate their appropriateness in the new care setting. Best practices were followed, requiring consultant countersignatures and communication of DNACPR decisions during nursing handovers to ensure clarity among staff. Staff also used treatment, and escalation plans to outline patients' care preferences in case of clinical deterioration, with these discussions conducted transparently and with the patient's involvement wherever possible. The service supported patients who sought greater independence and fewer medical interventions, working across disciplines to align care delivery with these goals.

Planning for discharge began early in the care journey, particularly for patients with complex medical or social needs. Multidisciplinary teams collaborated to ensure that patients' post-discharge requirements were identified and addressed. Discharge plans considered patients' preferences, home environments, and any necessary follow-up care. For those requiring ongoing support, referrals were made to community services or specialists, and coordination with general practitioners (GPs) ensured a seamless transition from hospital to home.