Worthing Hospital

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• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

We looked for evidence that the service involved people and treated them with compassion, kindness, dignity and respect.

At our last assessment we rated this key question as outstanding. At this assessment the rating has changed to good. This meant people were supported and treated with dignity and respect; and involved as partners in their care. We assessed all quality statements in this key question.

Staff treated children and young people and their families with warmth, compassion and understanding. People told us they had felt valued and respected and had received emotional support throughout their care and treatment. Staff had involved people in decisions about their care and had listened to their views and preferences, acting on them to ensure care was personalised and responsive.

We have not awarded this service a score for Caring.

Find out about when we will not publish a key question score and what we look at when we assess Caring.

The evidence showed a good standard. The service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.

The service regularly listened to feedback from children, young people and their families and used this information to improve care. Feedback was collected in several ways, including short surveys accessed by QR codes on the ward, Friends and Family Test questionnaires, complaints, incident reviews and regular audits of children and young people’s experiences. This feedback was reviewed each month and shared in reports that showed how it had led to changes, using clear “you said, we did” examples. Children and young people were actively involved in shaping improvements, including through initiatives such as Planning Care Together. Advocates were available to support children and young people in raising concerns, with additional advocacy offered for those with mental health needs.

Most families shared very positive feedback about their experience. They described staff as “kind, caring and understanding”. They told us the ward was quiet at night, and appreciated the clear information they were given and the facilities available for parents or carers staying overnight. Families said they felt safe and well looked after. One family raised concerns about inconsistent communication from surgical teams, as treatment plans and surgery schedules changed frequently. We reviewed the patients record and saw that the surgical plan and timing of surgery had changed as described. Although pain relief sometimes took time to get right, families said staff continued to try different approaches until pain was effectively managed. Parents also highlighted the role of play specialists in helping children feel calm before surgery, and children enjoyed the playroom and wide range of toys and activities.

The Children and Young People’s Patient Experience Survey conducted by the Care Quality Commission invited participants between August and December 2024 and received 218 responses. It measured experiences across areas such as waiting, communication, ward environment and care.

Parents and carers of children aged 0–7 reported an overall waiting‑area score of 8.0 out of 10, which performed about the same as other trusts. They indicated that children experienced reasonable waiting times, had enough food and drink, were not disturbed by noise, were kept informed, and did not feel bothered while waiting.

Children and young people aged 8–15 reported a lower waiting‑area score of 6.1 out of 10, also rated about the same compared with other trusts.

The evidence showed a good standard. The service treated people as individuals and made sure people’s care, support and treatment met people’s needs and preferences. They took account of people’s strengths, abilities, aspirations, culture and unique backgrounds and protected characteristics.

Staff treated children, young people and their families as individuals and made sure care, support and treatment were tailored to each person’s needs and preferences. They took time to understand what mattered to each child or young person, building care around their strengths, abilities, aspirations, culture, identity and personal circumstances. Records showed that staff had completed holistic needs assessments and planned care around their identified needs.

Staff made reasonable adjustments to meet individual needs and supported children, young people and families. There were age-appropriate activities available in the playroom and older children’s room. This included arts and crafts, toy kitchen and playhouse in the playroom and a snooker table, games consoles and DVDs to watch in the older children’s area. Parents told us that the youth worker or play specialist would bring activities and spend time in the room of children who were bed bound or preferred a quieter environment. Play specialists would also visit any area that children were seen in the hospital to provide support for anxious or neurodiverse children. An example of this was the children’s development centre. Neurodiverse children attended the clinic at quieter times of day, and the play specialist or nursing team would provide distractions to help them attend the appointment.

Communication was adapted to suit people’s preferences and abilities, and staff provided clear information about treatments, local services, children and young people’s rights, and how to raise concerns. Information was available in accessible formats, including easy‑read materials, to ensure children and young people could understand and take part in decisions about their care. Records showed that staff had helped children understand upcoming tests and treatments, such as cannulas (plastic tubes to give intravenous medicine or fluids), MRI scans and surgery, using dolls and medical toys, age‑appropriate explanations, pictures, models and role‑play.

Leaflets were available in the languages most spoken by families using the service, and Leaders ensured interpreters and British Sign Language signers were readily available when needed. Staff respected cultural, religious and personal beliefs by offering food that met individual dietary needs, including those linked to religion, allergies and intolerances. Children and families were also supported to access appropriate spiritual care when requested.

The evidence showed a good standard. The service promoted people’s independence, so people knew their rights and had choice and control over their own care, treatment and wellbeing.

Children and young people were encouraged to have a say in their care and, where appropriate, made decisions about their treatment, wellbeing and daily routines. Staff listened to what children, young people and their families said was important to them and involved them fully in planning care, taking account of personal preferences, needs and circumstances. Children were supported by a play specialist and youth worker.

Families told us they valued having a parent or carers‑only lounge, which gave them a private space to rest, make drinks, eat, shower and take a break away from the ward when needed.

Staff helped children, young people and families understand their rights and what to expect from their care, using clear and appropriate communication methods. They checked understanding throughout treatment and used interpreters when needed so families could fully take part in conversations. When children had complex needs, staff worked closely with parents or carers and supported children to be as independent as possible, based on their abilities and wishes.

Children, young people and families were supported to stay connected to the people who mattered most to them. Visiting arrangements were flexible and designed around family needs rather than strict rules. Staff welcomed extended family and friends, not just next of kin, and made practical arrangements for larger visits when space allowed.

The service helped children and young people stay active, independent and engaged in activities that mattered to them. Staff worked across teams to organise meaningful activities, especially for those with long‑term conditions. For example, children with diabetes attended a weekend residential stay supported by specialist staff and a youth worker, helping them build confidence, learn self‑management and spend time with peers.

The evidence showed a good standard. The service listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Staff listened to and understood people’s needs, views, and wishes. They responded promptly and acted to minimise discomfort, concern, or distress. During the assessment we saw compassionate and respectful interactions between staff, patients and families. Staff offered support when they saw children, young people or parents becoming uncomfortable or distressed.

Each cubicle and bed area had a call bell available. During the assessment we saw staff responded in a timely way to call bells and requests for assistance. One child told us that the nurses came to check they were comfortable regularly and told them to press the bell if they needed anything at all.

The ward had enough beds and cots for the number of children and young people admitted each year. The ward layout could be adapted to meet individual needs. The addition of the children’s assessment unit allowed timely assessment and treatment. Its co-location with the ward enabled seamless transfer for children or young people requiring admission after deterioration. Similarly, if a child’s condition worsened, the proximity of the assessment unit to the stabilisation room supported rapid escalation and effective treatment.

Key staff completed training on breaking bad news and showed empathy during difficult conversations. The wards and outpatients’ teams received support from a range of specialist staff, including a youth worker, an oncology specialist nurse, counsellors and a learning disability nurse. During the assessment, we observed positive interactions between specialist support staff and children and young people.

The evidence showed a good standard. The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff told us they felt respected, valued and supported in their jobs and spoke positively about working in the service. Many said they were proud to be part of their team. Staff could access support for their physical and emotional wellbeing, including occupational health services.

Results from the 2024 NHS Staff Survey showed improvements within women’s and children’s services. Bluefin Ward improved across almost all areas measured, including staff engagement and feeling included, and performed better than similar services in these areas.

The survey results were used to inform future plans to improve staff experience, with a focus on health and wellbeing, equality, training and workplace culture. Training aimed at promoting respectful and supportive working relationships was introduced in 2025, although staff from Bluefin Ward had not yet attended. No concerns about staff raising issues were reported for the ward.