Queens 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

We looked for evidence that women and communities were always at the centre of how care was planned and delivered. We checked that the health and care needs of women and communities were understood, and they were actively involved in planning care that met these needs. We also looked for evidence that women 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 changed to requires improvement.

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

We reviewed 7 sets of records for individuals, and they addressed their physical, mental, emotional, and social needs. Staff reported that they personalised care plans for women and birthing individuals, tailoring them to individual needs and preferences.

Midwives who worked in the antenatal ward told us some consultants cancelled caesarean sections without assessing the individual person needs and potentially placing the person at increased risk of harm, however, we were unable to corroborate this information as these was no reports on the learning from patient safety events (LFPSE) portal.

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 did not always supply appropriate, accurate and up-to-date information in formats that were tailored to individual needs.

The service had several patients leaflets on the trust website. However, they were only in English. If the woman’s first language was not English, then women could use alternative methods such as translation apps or translation from friends or family which may not be accurate or impartial. During the factual accuracy process the service informed us that the maternity records app had 30 translated information leaflets, and also the national screening website has information in alternative languages.

A translation service was available to women 24 hours a day 7 days a week. Staff were able to offer this using a specific laptop with a translation programme.

Signage and information were displayed to enable woman to navigate their way around the maternity service.

The service made it easy for women to share feedback and ideas, or raise complaints about their care, treatment and support. Information and posters were displayed around the service highlighting how woman and their families could give feedback or complain. Staff involved women in decisions about their care and told them what had changed as a result.

Women reported feeling involved in planning and decision-making about their care and treatment, including discharge planning. Staff included birthing plans with women's notes to ensure they were considered with their care. Therefore, women felt that they were being listened to and included in their care.

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

The premises were easily accessible, including lifts. The service had a dedicated entrance for women using the service. Out of hours door intercoms were always manned. Women had access to phone support 24 hours if they had issues relating to their pregnancy of labour. Staff gave women this information when they started to receive care from the service. Due to the women’s needs the trust have allocating an extra midwife to the phone lines service which covers both Royal Derby Hospital and Queen’s Burton Hospital.

If woman did not attend their appointments thy would be followed up by letter and phone calls to encourage them to seek care and treatment.

At times where either Royal Derby Hospital or Queen’s Burton Hospital teams were at or over capacity there were systems in place to ensure women were transferred to the nearest maternity service. This ensures that women’s care is not delayed.

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.