Queens Hospital

Our overall rating of responsive at Queen’s Hospital Burton has remained good.

Patients were routinely involved in planning their care and treatment and were supported to participate in shared decision-making. Staff discussed advance care planning with patients and their families where appropriate, and patients, relatives and carers knew how to raise concerns or make a complaint. The service adapted care to meet individual needs and patients were generally able to access the care, support and treatment they required.

However, the service was not always able to respond to patients’ needs in a timely way. Most patients experienced delays in assessment and treatment and spent longer than expected in the emergency department. The emergency department did not consistently meet relevant performance standards, and these delays introduced risks to patient care and experience. Although staff worked to involve patients in decisions about their care and adapted services to meet individual needs, ongoing pressures within the department affected patient flow and timely access to treatment.