Archived: HCA Healthcare UK at University College Hospital

Harley Street at University College Hospital (HS at UCH) is operated by HCA International Limited. The hospital specialises in adult haematology, haematopoietic stem cell transplant and oncology. There is one inpatient ward on the 15th floor of the host hospital with 31 individual patients' rooms. There is also a dedicated outpatient and day care facility on the 5th floor of the Cancer Centre providing chemotherapy, immunotherapy, supportive care and outpatient services. There is a radiotherapy facility located within the host hospital's radiotherapy department.

The hospital provides medical care and outpatients and diagnostic imaging.

We inspected this service using our comprehensive inspection methodology by carrying out an announced inspection over three days.

To get to the heart of patients’ experiences of care and treatment, we ask the same five questions of all services: are they safe, effective, caring, responsive to people's needs, and well-led? Where we have a legal duty to do so we rate services’ performance against each key question as outstanding, good, requires improvement or inadequate.

We rated this hospital as outstanding overall. We rated both core services, medicine and outpatient and diagnostic imaging services, as outstanding.

We found outstanding practice in relation to medicine:

• There were clearly defined and embedded systems, processes and standard operating procedures to keep people safe.
• Mortality and infection rates were routinely collected, monitored and reviewed. There was a comprehensive local audit plan.
• Senior leaders actively encouraged openness and transparency.
• There was a sufficient number of staff. Staff were well trained and knowledgeable. They assessed, monitored and managed the risks to people who use services.
• Patients’ care and treatment was planned and delivered in line with evidence-based guidance, standards, best practice and legislation.
• Staff were well motivated. They consistently considered peoples’ personal, cultural, social and religious needs and delivered kind and compassionate care. We observed that patients’ privacy and dignity was maintained at all times.
• The service had been independently reviewed and accredited as meeting internationally recognised quality standards.
• Staff worked together within teams and across services to plan and deliver care and treatment to patients. We observed excellent multidisciplinary team working (MDT) between the nursing, medical and support staff on the unit.
• The service had a highly visible, passionately engaged senior leadership team.

We also found an outstanding practice in relation to outpatient care:

• Without exception, patients told us they were treated with kindness, dignity, respect and compassion.
• Treatment was always consultant led and used evidence based best practice.
• There were reliable systems, processes and practices in place to protect patients from avoidable harm and abuse.
• There was a robust system for capturing and learning from incidents and complaints.
• Senior managers were approachable, visible and listened to staff and patients concerns and ideas. Overall there was a strong sense of teamwork.
• Staffing levels and skill mix met the patients’ needs.
• The radiotherapy department were complying with relevant policies, procedures and regulations to protect patients, staff and the public.

Professor Edward Baker

Deputy Chief Inspector of Hospitals