Royal Derby Hospital

On this page

• 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 people were always treated with kindness, empathy and compassion. We checked that people’s privacy and dignity was respected and people understood their experience of how they were treated and supported mattered. We also 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. At our last inspection we rated this key question as good. At this inspection the rating has remained good.

People received care and support that was compassionate and kind. Staff cared for individuals and each other in a way that respected their privacy and dignity. There was a culture of kindness and respect between colleagues and a strong sense of protecting health and wellbeing of staff.

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.

Patients consistently told us that staff across outpatient areas were kind, compassionate and supportive. They said their choices and wishes were respected, and many described positive experiences of care. During our visit we observed staff interacting with patients in a warm and friendly manner. One patient, who had been receiving care for several years, told us they had built a strong relationship with their consultant and that “they got on well”. Other comments included, “I can’t fault the staff – they’ve been very good and there’s a good atmosphere in the department,” and “I think the staff are kind and friendly.” Whilst our observations of patient interactions were mostly positive, we did observe one consultation where a patient stated that they would go home and cry. This comment was not acknowledged by the clinician or followed up to ensure that the patient had appropriate support.

Patients were encouraged to provide feedback through the NHS Friends and Family Test, and clear signage was displayed throughout outpatient areas explaining how to provide feedback. As part of our inspection, we reviewed Friends and Family Test data from May to October 2025. During this period, 16,342 responses were received, with 90.8% of patients reporting satisfaction with the service and 3.6% reporting dissatisfaction.

Most outpatient appointments took place in individual consultation rooms, which supported privacy and confidentiality. However, in some areas conversations from neighbouring consultation rooms could be overheard.

In some outpatient areas, such as the breast clinic and the gynaecology outpatient clinic, staff had access to a designated private room where they could speak with patients who might need to receive difficult or sensitive information. This ensured these conversations could take place away from the clinical environment and in a more appropriate, private setting. Staff understood the importance of these areas and ensured that they were comfortable for patients, in the gynaecology outpatient clinic we were told of fundraising that was being completed by members of staff so that they could improve the room.

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.

Staff recognised when patients had individual needs arising from their cultural, personal, religious or social backgrounds, and these were understood and supported wherever possible. For example, patients could be directed to the multi‑faith centre for quiet reflection and prayer. There was also a multi-faith chaplaincy service available to provide pastoral, spiritual and religious support to patients.

Staff in the gynaecology department told us they were aware that transgender patients may attend the service and recognised that this could be a particularly sensitive or challenging experience for some individuals. They explained that they took an individualised approach to care, acknowledging that each person’s needs and experiences are unique. Staff described discussing preferences directly with patients and adapting their approach accordingly to ensure care was respectful and considered the patient’s individual needs.

Leaders told us they worked closely with the dementia and learning disability nursing teams to ensure staff were equipped to support patients with additional needs. They explained that the learning disability nurse often attended clinics with patients to provide support, and when patients attended alone the team remained easily accessible should further assistance be required.

Patients told us they were able to bring family members to appointments for support, and staff confirmed that chaperones were offered to patients. Staff had received appropriate training to provide this service.

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

Patients were involved in discussions about their care and told us they were encouraged to ask questions. Once patient told us that when talking about their ongoing treatment plans, staff presented them with different options and the information they needed to consider before making a decision.

Patients were supported to bring friends or relatives to appointments if they wished. Staff also understood that when English was not a patient’s first language, it was not appropriate to use family members as interpreters, and they arranged professional translation services instead.

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.

The hospital used volunteers to support patients in finding their way around. We saw volunteers positioned in outpatient areas and at the main entrance of the hospital, offering directions and, when needed, accompanying patients to their destination if they were unsure.

Staff acknowledged that when clinics were running late, patients could experience long waits. In most areas we visited, waiting times were clearly displayed, and patients were able to leave the waiting area and return later if delays were significant. Water coolers with squash were available throughout outpatient departments, and some clinics also offered warm refreshments, although this was not consistent across all areas.

Staff told us they understood that there were times when they would need to give patients difficult or upsetting news, and they felt confident doing this with compassion and sensitivity. They explained that they made sure to take their time, speak gently, and stay with patients for as long as needed so that no one felt rushed or unsupported during these moments. Staff told us that in some outpatient departments, patients waiting for patient transport services could still be in the department at closing time. In these situations, staff stayed with the patient until transport arrived, or, in some cases, the patient was transferred to a ward so they could receive a meal and wait in a more suitable environment.

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

Most staff told us they felt respected, supported and valued by the leaders in their departments. They described strong team relationships that helped them feel confident and cared for at work, and many spoke with pride about their roles. This positive environment was reflected in the number of staff who had chosen to stay in their positions for several years.

Staff were supported to grow in ways that strengthened their wellbeing, with clear opportunities to develop within their speciality and with healthcare support workers encouraged to progress through nurse associate training. Staff in the fracture clinic also described how healthcare assistants could train as technicians, which they felt boosted confidence, capability, and overall wellbeing by giving people meaningful routes to advance in their roles.

While most feedback was positive, some staff felt their concerns were not always listened to. Staff described an ongoing issue relating to safe access to the hospital. Staff told us that a recently locked access gate meant those parking off site were required to walk across several busy roads, which they felt was unsafe. They reported raising this with leaders but did not feel the issue had been addressed or the decision explained.

Staff in the head and neck department told us that health and wellbeing was a clear priority and was routinely incorporated into divisional days. They explained that each event included dedicated time for health and wellbeing and that they worked closely with the trust’s health and wellbeing lead. Staff also described regular activities, such as photography competitions and bake days, which they felt helped to support morale.

Staff were able to access support through the trust’s occupational health service when needed and could either self‑refer or request that their manager complete a referral.

Staff achievements, including long service, were recognised and celebrated both within departments and across the trust. The trust also held annual “Making a Difference” awards, for which staff could be nominated by colleagues and patients.

Staff mostly reported that they were provided with protected time to complete mandatory training however some staff told us that they completed all training in their own time.