Cheltenham General 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 rated the caring key question as good. We assessed 1 key question for kindness, compassion and dignity

We found people were treated with kindness, empathy and compassion and staff respected their privacy and dignity.

This service scored 75 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

We did not receive any specific feedback from partners regarding people’s experience of medical services at Cheltenham General Hospital. People we spoke with told us that they and their carers / relatives were treated with kindness, compassion and dignity by the staff. They were provided with timely and appropriate support and information to help them cope emotionally with their care, treatment or condition. This included their involvement in the consent process where they were provided with information for informed consent to be given.

The trust’s protocol on hospital visiting provided general principles covering the physical, social and psychological needs of both patients and their visitors. There were also times when family members or carers were encouraged to visit their relatives outside regular visiting hours. This was to learn or to assist in aspects of direct care or to attend an appointment with a member of the medical team.

Staff explained how they responded when people experienced physical pain, discomfort, or emotional distress. Emotional support and information were provided to those close to people who used services, including carers, family, and dependents.

We did not receive any specific feedback from partners regarding the medical division at CGH.

We observed staff speaking to people and their family/carers with kindness. People were given appropriate and timely support and information to cope emotionally with their care, treatment or condition. Emotional support and information were provided to those close to people who used services, including carers, family and dependents. People were helped to access the focus center to find other support services.

The focus center provided information about local support networks, charities and financial assistance for people and their families living with cancer. Peoples’ relatives/close ones received adequate support and information through the focus center. Access to this was either a drop-in session or a private 1 to 1 appointment.

We did not look at Treating people as individuals during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Independence, choice and control during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Responding to people’s immediate needs during this assessment. The score for this quality statement is based on the previous rating for Caring.

We did not look at Workforce wellbeing and enablement during this assessment. The score for this quality statement is based on the previous rating for Caring.