Cheltenham General Hospital

On this page

• Overview
• Person-centred Care
• Care provision, Integration and continuity
• Providing Information
• Listening to and involving people
• Equity in access
• Equity in experiences and outcomes
• Planning for the future

This meant people’s needs were met through good organisation and delivery.

We looked for evidence that people and communities were always at the centre of how care was planned and delivered. We checked that the health and care needs of people and communities were understood, and they were actively involved in planning care that met these needs. We also looked for evidence that people could access care in ways that met their personal circumstances and protected equality characteristics.

At our last assessment we rated this key question good. At this assessment the rating remains good.

We have not awarded this service a score for Responsive.

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

The service made sure people were at the centre of their care and treatment choices and they decided, in partnership with people, how to respond to any relevant changes in people’s needs.

Staff accommodated patients with additional needs. We observed staff bringing a patient who had a neurological condition to an area where the person felt comfortable. We also saw staff ensure a patient’s hearing aids were in position prior to checking the patient’s temperature and oxygen levels. Support was available from the learning disabilities nurses, who were available in the department from 9am to 5pm Monday to Friday. Patients were able to request to see a learning disability hospital liaison nurse when they came to the department.

Staff had access to interpreter services and there was a sign in the staff area with information on how to contact telephone interpreters and language codes for frequently needed languages. This included information for requesting the appropriate gender of the interpreter to ensure patients were comfortable.

There was a poster reminding staff about appropriate skin support for patients: skin, layers, length, indentations, pressure ulcer, position (SLLIPP):

Most patients we spoke with told us they felt they were at the centre of their care and treatment. Patients mostly felt involved in planning and making shared decisions about their care and treatment. Patients were very understanding of the pressures faced by the staff. Patients told us they had their tests completed and treatment plans explained to them, and they were satisfied with the standard of care.

We did not look at Care provision, Integration and continuity during this assessment. The score for this quality statement is based on the previous rating for Responsive.

The service supplied appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The service supplied appropriate, accurate and up-to-date information in formats which were tailored to individual needs. There was information available on what to expect and the process within the ED. There were posters and leaflets written to advise patients.

There was a variety of information available in relation to health care, either displayed publicly on walls or screens or as part of leaflets and other materials. Information was provided in different languages and large print if required and staff were able to communicate and provide information in a variety of formats including easy read, British Sign Language (BSL), large print or Braille.

There were multiple signs at the entry door to the clinical and treatment area of the ED instructing patients and staff how to access the ED, including the minor injuries and illness unit (MIIU) during opening hours. There was signage for patients detailing their expected journey in the ED stating patients may be redirected to other services including Gloucestershire Royal Hospital (GRH).

Staff knew how to make notifications to external bodies such as the local authority for safeguarding issues. Information governance systems included confidentiality of patient records.

The service complied with the accessible information standard (AIS). Compliance with each element of the AIS was part of a wider programme of work in quality improvement including identifying and recording communication needs done in conjunction with ED reception staff.

The reception staff printed updated triage waiting times, and time to see a doctor. However, staff did not always keep patients up to date on what was happening next. Some patients who were waiting for care told us they were unclear what their next steps were or how long it would take.

There were information pamphlets printed and QR codes available to scan for patients and staff for additional information regarding common adult injuries and illnesses. There was an easy read document “Going to the Emergency Department” which offered helpful information to set expectations for patients. There was a sign in a staff room providing details of a drug and alcohol in-reach team with instructions on how to refer a patient. Staff directed patients to other services when needed and provided printed information.

The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result.

The trust had a complaints policy. Themes from complaints were reviewed alongside other patient experience data, incidents and audits to identify patient safety priorities both trust wide and at service level. Patients, relatives and carers had opportunities to give feedback on the service they received by visiting the trust’s patient advice and liaison service (PALS) or through the trust’s website, telephone, form or email. Friends and family test feedback forms were also offered for visitors. Feedback was taken seriously and used to improve care and treatment when possible.

During the 12 months prior to our visit, the hospital had received 23 complaints mainly relating to clinical treatment, communication and staff behaviour. Patient feedback drove improvements in the service. For example, some Friends and Family Test feedback from patients said they were not kept updated on wait times. The service responded by announcing wait times when the ED was busy and printed times were provided by the reception staff.

The service made sure that people could access the care, support and treatment they needed when they needed it.

The trust had worked collaboratively with the local deaf association to better understand and respond to the needs of British sign language (BSL) users.

The service had a learning disabilities and neurodiversity information poster displayed to remind staff to consider additional support and adjustments individuals with learning disabilities or who were neurodiverse would need while attending the ED.

There was a reception desk designed for disabled access at a lowered level with a cut-out area to allow individuals to check in. However, the reception staff did not always sit at the desk because the desk was the first desk when patients walked in and staff had faced violence and aggression from patients at the desk.

The ED was fully accessible to patients with disabilities or patients who used a wheelchair. Patients had access to disabled toilet facilities within the ED. This toilet also included access to a shower for patients if needed. These facilities were clearly identified on posters in the hallways.

Data showed the average time to triage (initial assessment) improved from 23 minutes in June 2025 to 18 minutes in November 2025. This was only just above the NHS England guidance for ED initial assessment of within 15 minutes of arrival.

We did not look at Equity in experiences and outcomes during this assessment. The score for this quality statement is based on the previous rating for Responsive.

We did not look at Planning for the future during this assessment. The score for this quality statement is based on the previous rating for Responsive.