- NHS hospital
St Helier Hospital and Queen Mary's Hospital for Children
Assessment report published 11 June 2026
Contents
Ratings - Surgery
Our view of the service
Date of assessment: 2 to 3 December and 11 December 2025
We carried out an announced comprehensive inspection of surgery services at St Helier Hospital and Queen Mary’s Hospital for Children. We inspected all quality statements across the five key questions: safe, effective, caring, responsive and well-led. The inspection was part of our planned programme of assessments.
During our inspection we visited A3, B3, the Surgical Ambulatory Care Unit (SACU), Mary Moore Ward, the Eye Day Case Unit, surgical theatres, recovery and the interventional radiology suite. We spoke with over 30 members of staff including nursing and medical staff of all grades, pharmacists, healthcare assistants, domestic staff, and managers. We spoke with over 15 patients and their relatives.
Overall, we rated the service as requires improvement. At this assessment we found a breach of regulation in relation to good governance.
There were risks within the environment, including fire risks. Additionally, space constraints and the use of escalation areas compromised patients’ privacy and dignity and cluttered theatres with limited storage contributed to fire safety concerns. We found gaps in risk management processes, such as incomplete or delayed Venous Thromboembolism (VTE) assessments and limited monitoring of National Early Warning Score (NEWS2) compliance. Governance systems and audits were not always effective in identifying or addressing areas for improvement. Staff raised concerns about bullying and discrimination, and some felt hesitant to speak up.
However, staff treated people with kindness and respect, and people told us they felt informed and involved in decisions about their care. We observed how staff treated people with kindness and compassion. There was a culture of quality improvement and innovation throughout the service.
We have requested an action plan, this will be requested upon publication of the final report.
People's experience of this service
People told us they were treated with kindness and respect by staff across surgical wards and theatres. Most people felt staff explained their care clearly and kept them informed about what was happening. Several patients described staff as “helpful” and “kind”, and some commented positively on the food provided. People generally felt safe and able to raise concerns. Staff were observed checking patient comfort and explaining procedures in theatres and wards.
Access to care was mixed. Patients attending the Surgical Ambulatory Care Unit (SACU) reported good communication and felt informed about delays but waits of up to four to five hours were common during busy periods. Due to overcrowding in the emergency department and limited bed capacity, it had become common for patients to remain in the SACU for extended periods, which was notably cramped and not designed for inpatient care, or in beds placed in corridors. The use of corridor care and temporary escalation spaces compromised patient, safety, privacy and dignity.
On wards, people said they were usually able to get help when needed, but some reported longer waits for call bells to be answered overnight. Communication and support were generally good. Staff explained medicines and treatment options clearly, and patients said they felt involved in decisions. People with additional needs, such as those with learning disabilities, were supported through patient passports and input from the learning disability team.