- NHS hospital
Queen Alexandra Hospital
Report from 19 March 2025 assessment
Contents
Ratings - Medical care (Including older people's care)
Our view of the service
We carried out this assessment on 6 and 7 May 2025.
We carried out this assessment as a responsive inspection, due to concerns we had received about the service. We assessed 5 key questions; safe, effective, caring, responsive and well led.
The inspection team comprised of CQC Inspectors, Specialist Advisors, an Expert by Experience and a Clinical Fellow. We spoke with members of staff and senior leaders. We carried out remote interviews with staff and teams. We also requested evidence from the service which was provided by the trust between 30th May- 17th July 2025. We rated medical care as good overall because:
The service had a good learning culture and people could raise concerns. Managers investigated incidents. Patients were protected and kept safe. There were mostly enough staff with the right skills, qualifications, and experience.
People were involved in assessments of their needs. Staff reviewed assessments taking account of people’s communication, personal and health needs. Care was based on latest evidence and good practice. Staff worked with all agencies involved in people’s care for the best outcomes and smooth transitions when moving services, such as at discharge. Staff made sure people understood their care and treatment to enable them to give informed consent.
People were involved in decisions about their care. The service provided information people could understand.
Leaders and staff had a shared vision and culture based on listening, learning and trust. Most leaders were visible, knowledgeable, and supportive. Staff were treated equally, and most staff with protected characteristics felt supported. Staff understood their roles and responsibilities. There was a culture and structure for continuous improvement being embedded into the service.
However, patient flow through the service was a challenge, which resulted in a poor experience for some patients. The service did not do enough to support autistic people and people with a learning disability to reduce the risk of inequity in experience and outcome. Managers did not ensure all staff received timely appraisals.
At this inspection, we found the service breached legal regulations about staffing and person-centred care. An action plan will be requested upon publication of the final report.
People's experience of this service
Most patients and their family or carers with them were all positive about the staff treating and caring for them. They said staff treated them well and with kindness and “nursing staff are very compassionate.” Most said communication with them was good. They felt informed about their procedures and care, staff “take time to explain everything to you” and “I am involved in decisions of care.” Most patients were satisfied with the provision of meals.
During the inspection patients spoke positively about how staff supported them to meet their individual needs. However, feedback from some patients in the Friends and Family Test results showed that some felt appropriate reasonable adjustments had not been put in place for them.