The Queen Elizabeth Hospital

Ratings - Surgery

• Overall

  Requires improvement

• Safe

  Requires improvement

• Effective

  Good

• Caring

  Requires improvement

• Responsive

  Good

• Well-led

  Requires improvement

Our view of the service

On the 17 and 18 March 2026 we carried out an assessment of surgical care. This was a responsive assessment due to an emerging safety risk for people receiving care at the Queen Elizabeth Hospital King’s Lynn. We inspected all quality statements under the safe, effective, caring, responsive and well-led key questions.

During our inspection we spoke to staff, patients and families using the service. We observed how patients were being cared for and reviewed treatment records of patients.

The service demonstrated some positive practices, including good adherence to safety procedures within the operating theatre teams. However, there were concerns incidents were not always reported and staff did not consistently complete patient risk assessments. Environmental and equipment risks, such as obstructed fire exits and incorrect oxygen storage, contributed to concerns.

Staff delivered treatment in line with legislation, evidence-based standards, and patients’ individual needs. However, effectiveness was hampered by shortcomings in assessments and documentation. Compliance to World Health Organisation (WHO) standards was observed in theatres.

Staff mostly showed kindness, compassion, and respect. Patients generally felt informed and supported. Staff provided emotional support, used private spaces for sensitive conversations, and made effective adjustments for people with learning disabilities and additional needs. Frontline teams aimed to respond promptly to immediate needs. High acuity pressures sometimes caused delays.

The service engaged with partners, implemented improvement initiatives and utilised an accreditation framework to drive improvement.

During our assessment, we found concerns which resulted in a breach of regulation. The service breached legal regulations relating to safe care and treatment, and to premises and equipment. Patients’ care and treatment was not always delivered in a way that met their needs because of incomplete assessments. Access to ward areas was unrestricted.

In instances where CQC has begun a process of regulatory action, we may publish this information on our website after any representations and/or appeals have been concluded, if the action has been taken forward.

People's experience of this service

Overall, people's experiences of using surgical services at The Queen Elizabeth Hospital Kings Lynn presented a generally positive picture regarding interactions with staff and involvement in their care. Patients described feeling well-cared for by a team they perceived as kind, compassionate, and respectful. This positive feedback extended to feeling included in the planning of their care. Information was accessible, catering to people with different communication needs. Patients we spoke to told us they could access their call bell and use it to alert staff. Staff did not always respond promptly to people’s needs. We observed delays in staff responding to patient call bells.