- NHS hospital
Epsom General Hospital
Assessment report published 11 June 2026
Contents
Ratings - Urgent and emergency services
Our view of the service
Epsom Hospital is run by Epsom and St Helier Hospitals University Hospitals NHS Trust. The urgent and emergency care service at Epsom Hospital consists of an adult emergency department (ED), a paediatric ED and a Same Day Emergency Care (SDEC).
We carried out an announced inspection of urgent and emergency services at Epsom Hospital on 2 and 3 December 2025. We returned for an unannounced inspection on 11 December 2025. Epsom Hospital provides a range of NHS hospital services. This assessment looked at urgent and emergency services due to risks highlighted, which we rated as requires improvement.
In our assessment of urgent and emergency services, we assessed 25 quality statements from safe, effective, caring, responsive and well led key questions. We rated safe, effective, caring, responsive and well led as requires improvement.
We looked at 45 sets of patient clinical records; we spoke with 20 patients, 20 family members or friends, and 49 members of staff. We visited and observed all areas of the ED including the main ED, triage and waiting areas, ambulance handover, urgent treatment centre, resuscitation area, majors, same day emergency care (SDEC), and the paediatric ED.
At this assessment we identified breaches of regulations in relation to Regulation 10, Dignity and Respect, Regulation 12, Safe Care and Treatment, and Regulation 15, Premises and equipment, Health, and Social Care Act 2008 (Regulated Activities) Regulations 2014. We have requested an action plan for the trust to address this.
People's experience of this service
Patients and families generally experienced care that was compassionate, respectful and delivered with kindness. Staff listened to people, introduced themselves, and responded sensitively to pain, distress or mental health needs. Children and young people were supported effectively, with staff providing accessible information and engaging positively with families. Staff demonstrated awareness of individual needs which included communicating using interpreters and reasonable adjustments. Patients reported positive interactions and felt cared for by the team.
However, people’s experience of care was often affected by systemic pressures. Overcrowding in the department prolonged waits and the use of corridors or non-clinical escalation areas meant privacy and dignity were frequently compromised. Immediate needs such as access to food, drink or timely support, were not always met due to pressures in the department. Communication with patients and families about care plans, waiting times, delays and discharge was inconsistent, particularly in the paediatric department where reception facilities were limited and electronic waiting information was unavailable. People with mental health needs and learning disabilities experienced particular delays and barriers to person-centred care.