Queen Elizabeth Hospital

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

We looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect. We checked that people’s privacy and dignity was respected. We looked for evidence that every effort was made to take people’s wishes into account and respect their choices, to achieve the best possible outcomes for them. We also looked for evidence that staff wellbeing was valued, and that staff were supported and enabled to deliver consistently person‑centred care.

At this assessment we rated this key question as good. This meant people were supported and treated with dignity and respect; and involved as partners in their care.

We have not awarded this service a score for Caring.

Find out about when we will not publish a key question score and what we look at when we assess Caring.

The service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

Staff treated people with courtesy and respect at all stages of their appointment, including at reception, during imaging procedures, and when providing post-procedure information. Interactions were kind, calm, supportive and professional. People using the service told us staff were “kind, caring and very supportive”.

People’s privacy and dignity were respected. Staff ensured doors, curtains and changing areas were used appropriately, and people were given adequate time to prepare for procedures without feeling rushed.

We saw staff communicate clearly and sensitively, using language people could understand. They took time to explain procedures, check understanding, and respond to questions or concerns, which helped reduce anxiety.

People were supported with compassion when they felt anxious, uncomfortable, or distressed. Staff were attentive to people’s emotional needs and responded promptly and kindly, particularly during invasive, noisy, or potentially frightening imaging procedures.

The service recognised and responded to individual needs. Reasonable adjustments were made for people with disabilities, sensory impairments, learning disabilities or anxiety, including flexibility with positioning, appointment pacing and the presence of carers where appropriate.

The service had a chaperone policy which was in-date, version controlled, and appropriate. We were told, when personal care was given by a member of staff of the opposite sex to the patient, patients were offered the option of a chaperone. Staff ensured, where possible, that chaperones were the same sex as the patient.

We observed that confidentiality was maintained. We saw staff handling personal information discreetly and ensured discussions about care were held in private settings, protecting people’s dignity at all times.

The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

We saw staff take time to understand people’s individual needs and preferences prior to imaging procedures. This included recognising anxiety, mobility issues, sensory needs, and previous experiences, and adapting their approach accordingly.

People’s communication needs were identified and met. Staff used clear language, checked understanding, and adjusted how information was given to support people to engage meaningfully in their care and imaging appointments. The electronic booking in system at reception was available in over 20 languages and language line was used for patients who did not speak fluent English.

Reasonable adjustments were made to support people with disabilities, learning disabilities, or long‑term conditions. This included allowing additional time for appointments, supporting positioning during scans, and enabling carers or family members to be involved when appropriate. Families and carers we spoke with told us that it was very important to them that they could support their family member and that staff had been very proactive in letting this happen when needed.

The service recognised and respected people’s cultural, social, and religious needs. Staff were sensitive to dignity requirements, gender preferences, and cultural considerations, and took these into account when delivering care.

Appointments and care pathways reflected individual circumstances. Staff showed flexibility where possible, including adapting appointment times or imaging approaches to reduce distress or discomfort and improve people’s experience.

People were involved in decisions about their care. Staff encouraged questions, listened to people’s views and wishes, and ensured individuals felt in control of their diagnostic process.

The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

People were given clear information about their diagnostic imaging procedures, which enabled them to understand their options and make informed choices about their care. Staff encouraged questions from patients and their families, and supported people to express preferences about how their care was delivered.

The service supported people to maintain independence wherever possible. Staff encouraged individuals to do what they could for themselves and provided assistance only when required, promoting dignity and confidence during imaging procedures.

People were involved in decisions about appointment arrangements, including timing and reasonable adjustments. Where possible, flexibility was offered to support choice and reduce anxiety or discomfort. People we spoke with said that they had been given an appointment at a time that was suitable for them.

We saw that staff respected people’s rights to have support from family members or carers where appropriate. People were enabled to involve others in their care when this supported their understanding, comfort or decision‑making. Family members and carers we spoke with told us that this was the case and they were grateful for it.

Staff adapted the way they communicated with patients and their families and carers to support choice and control. We observed staff checking understanding throughout the appointment and adjusted their explanations to ensure people could engage in decisions about their care.

The service provided appropriate equipment and support to maximise independence, including aids to assist with mobility, positioning and comfort during imaging procedures.

The service listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

We saw staff responding promptly and appropriately when people required support, reassurance or assistance before, during and after imaging procedures. Patients told us staff were “caring and kind” to them.

We witnessed staff anticipating people’s needs, including anxiety, pain, discomfort, mobility limitations, and sensory needs, and adjusted their approach to minimise distress and promote comfort. We saw staff providing foam wedges to support people who were suffering from pain when placing them prior to diagnostic imaging procedures.

People were supported to feel safe and reassured during imaging procedures. We saw staff explaining what would happen during the procedure to patients, checked understanding and provided reassurance throughout examinations.

Staff demonstrated an awareness of non‑verbal cues, such as signs of distress, confusion or discomfort, and took timely action to respond to these indicators.

Reasonable adjustments were made without delay for people with disabilities, long‑term conditions, learning disabilities, or additional needs. This included allowing extra time for appointments, supporting positioning during scans and enabling carers or family members to be present when appropriate.

We saw that people’s dignity was consistently maintained throughout their diagnostic imaging procedures. Staff were sensitive to cultural, gender, and religious needs and took steps to protect privacy during examinations.

Relatives and carers were supported to be involved in people’s care where appropriate. Staff recognised when their presence helped meet people’s immediate emotional or practical needs. People were offered comfort measures where needed, such as positioning aids, blankets, or rest breaks, and staff checked regularly that people were comfortable.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

The service recognised the importance of staff wellbeing and supported staff to deliver kind, compassionate and person‑centred care consistently. Staff felt supported by leaders and managers and told us they had access to support when they were under pressure or required additional help.

Staffing arrangements allowed staff to take appropriate breaks, and suitable rest facilities were available to support staff wellbeing and safe working. Staff had access to wellbeing initiatives, such as emotional support and stress management resources and knew how to access these when needed.

Leaders and managers encouraged open communication. Staff described feeling able to raise concerns, share feedback and suggest improvements without fear of blame. Staff were supported through supervision, appraisal and training, which helped them feel confident, valued and able to meet people’s needs effectively.

We saw that the teams within the service worked well together, and staff treated one another with respect. This positive team culture contributed to a calm and supportive environment for people using the service. Staff morale was positive and high. We observed staff engaging respectfully with one another and remaining approachable, calm and attentive when providing care to people.