Gloucestershire Royal Hospital ‘caring and holistic’ says Care Quality Commission Report

13/03/13

Care Quality Commission (CQC) inspectors who carried out an unannounced inspection of Gloucestershire Royal Hospital heard that patients felt the hospital was ‘like a family’.

The CQC report states that the Trust is meeting essential standards of quality and safety.

The inspection took place on 5th and 6th February when the CQC experts observed the way patients were being cared for. Inspectors talked to inpatients, outpatients, staff, relatives and checked records. The report was published this week.

Comments from patients to inspectors were particularly positive.  One said: “I just can’t fault it, they’re ever so nice to me, it’s like a little family, you get to know them and they get to know us”.  Others added: “It’s better than a hotel in here, they can’t do enough for you”; “I’ve had some excellent meals while I’ve been in here”; and “It’s been very good here, everyone’s really looked after me and they have arranged everything for me. I just have to wait for the ambulance”.

The inspection focused on the personal care or treatment records of people who used the service. The inspectors judged that the Trust met the standard for respecting and involving people who use services and worked closely with other providers, such as social services or independent care homes, when it comes to planning for the day when patients leave hospital.

The report said: “Every patient we spoke with gave positive feedback about staff and how they were treated and cared for.”

Inspectors observed lunch time on two General and Old Age Medicine (GOAM) wards, speaking to patients, relatives and staff.  The report said: “We observed patients being treated with dignity and respect. Staff addressed patients by the name of their choice and we observed staff joking and laughing with patients in a friendly and respectful manner. Patients we spoke with told us staff treated them well”.

Inspectors also met with the integrated discharge team and spoke with patients who were in the process of leaving hospital at the time of the unannounced visit. A relative of one of these patients said: “They have arranged everything with my GP; the community nurse will come in everyday until we have it all under control. I’m really pleased about that as I was a bit nervous about managing it all on my own at first.”

The inspectors commented: “Staff we spoke with on the wards demonstrated a caring and holistic approach to the planning of patients being discharged. It was clear staff looked beyond just treating the person’s illness and took into account the home environment and how safe it would be for the patient to be discharged.”

Director of Nursing, Maggie Arnold said: “We are delighted at the comments made by our patients and staff and the inspectors. We acknowledge that there are always going to be areas where we can improve and our hospitals always seek feedback on the care and standards in our hospitals. I would like to thank both the patients and our staff who spoke openly to the inspectors and who contributed to this being such a positive report. It is really pleasing to see the hard work of our staff reflected in this independent expert assessment of the quality of services that we are providing to the local community.”

The inspection was carried out as part of the Care Quality Commission’s unplanned visits. The report can be viewed on the Care Quality Commission’s website from 10am on 14th March 2013.