- NHS hospital
Pilgrim Hospital
Assessment report published 4 September 2025
Contents
Ratings - Urgent and emergency services
Our view of the service
We carried out this assessment following information of concern around delayed access to care. We inspected 7 quality statements across the safe, effective and caring key questions and have combined the scores for these areas with scores from the last inspection to give the rating. The service did not always adhere to safe storage of medicines. Monitoring of room and fridge temperatures where medicines were stored was not done regularly, medicines were not always stored in locked cupboards, medicines with a limited shelf life were not always dated once opened and controlled drugs were not always accurately recorded. The service worked with partners to try to establish and maintain safe systems of care, in which safety was managed, monitored and assured. The service detected and controlled potential risks in the care environment. The service made sure that the equipment, facilities and technology support the delivery of safe care. During the assessment we observed all areas within the department appeared clean. On the day of assessment patients needs were assessed appropriately and staff provided examples of how they worked well together. However, audit data demonstrated that the service did not always maximise the effectiveness of people’s care and treatment. We observed staff treat people with kindness, empathy and compassion and respect their privacy and dignity as much as possible throughout the assessment. Leaders told us they supported staff, and most staff told us they felt well supported by the leaders and the trust.
People's experience of this service
Patients we spoke to were mostly satisfied with the care they received within a very busy environment.