- NHS hospital
Great Ormond Street Hospital
Assessment report published 23 July 2025
Ratings - Surgery
Our view of the service
The surgical service at Great Ormond Street Hospital provides highly specialist care to children and young people with complex needs, supported by a dedicated and compassionate workforce.
We found a strong commitment to compassionate, personalised care. Staff across all levels demonstrated kindness, empathy, and attentiveness, ensuring that children and families felt respected, supported, and involved in decision-making. Communication was child-centred and inclusive, with creative strategies used to reduce anxiety and promote understanding. The culture was open, supportive, and focused on the emotional and physical wellbeing of both patients and staff.
Multidisciplinary working was a particular strength. Staff collaborated effectively across services and specialities to coordinate care, manage risk, and plan for recovery and discharge. Structured assessments and robust clinical pathways ensured that patients received safe, tailored care from the point of referral through to post-operative support. Digital systems supported real-time information sharing and care continuity, while specialist outreach and remote monitoring helped children stay safely at home where appropriate. Staff had access to development opportunities and felt proud to work at the trust, which was reflected in the quality of their interactions and the trust’s positive safety culture.
Leadership was visible, values-driven, and well regarded by staff. There was a clear strategic vision for paediatric surgical service, supported by a shared culture of improvement, transparency, and accountability. The service had strong systems for learning from incidents and near misses, and the Freedom to Speak Up culture was well embedded. Medicines optimisation and infection prevention and control practices were well managed, with pharmacy staff and IPC teams actively involved in daily care delivery.
While the overall standard of care was good, we identified some areas requiring focused improvement. These included addressing outstanding governance risks in specific surgical subspecialties, improving environmental resilience in theatres, strengthening structured outcome monitoring in some departments, and reducing access inequalities—particularly around waiting times and information for families with communication needs.
People's experience of this service
Children, young people, and their families experienced compassionate, respectful, and child-focused care from staff across the surgical service. Families told us that staff took time to explain procedures clearly, listened to their concerns, and adapted their approach to meet the individual needs of each child. Communication was frequently described as thoughtful and reassuring, with both parents and children feeling included in decisions about treatment and recovery.
Parents spoke highly of the emotional support they received during often complex and stressful hospital journeys. The presence of play specialists, the use of distraction techniques, and the provision of sensory-friendly environments helped children feel safe, calm, and in control. We observed staff using gentle and engaging communication techniques to reduce anxiety, particularly when children were waking from surgery. Parents reported that staff encouraged them to remain present during recovery, which made a positive difference to their child’s wellbeing.
Families appreciated the continuity of care, especially when being supported by familiar staff or through digital updates using the MYGOSH app. Many parents described feeling informed and confident in the care their child received. They highlighted that staff were approachable, took time to answer questions, and were sensitive to each child’s communication preferences and emotional needs.
However, some families experienced frustration with delays for planned procedures. A number of parents reported communication gaps around appointment scheduling, fasting instructions, or changes to surgical dates. While staff worked hard to resolve these issues, some families said they had to chase for updates or seek clarification themselves. A small number also told us that more accessible information would have improved their experience.