Queen's Medical Centre

On this page

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

We rated Caring as good. We assessed 5 quality statements. People were treated with kindness, empathy and compassion. Their privacy and dignity were respected. People were able to make their own decisions and be understood. Their information was kept confidential. People were able to make their own decisions when this met evidence-based practice.

This service scored 70 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Women and birthing people we spoke with said staff treated them well and with kindness, compassion, and dignity. People felt staff listened to them and communicated with them in a way they could understand. They said they had their privacy and dignity respected. They said staff had been mindful of keeping voices low in public areas and had taken people to other more private areas to discuss anything personal. Women felt assured that information is treated confidentially, and the staff respected their privacy.

Staff were discreet and responsive when caring for women. Staff took time to interact with women and those close to them in a respectful and considerate way. Staff attitude was positive, and the atmosphere was warm and welcoming. Women told us that staff treated them well and with kindness. Staff followed policy to keep patient care and treatment confidential. Staff closed curtains around patient bed spaces when delivering care to protect privacy and dignity. Staff understood and respected the individual needs of each woman and showed understanding and a non-judgmental attitude when caring for or discussing women with mental health needs. Staff understood and respected the personal, cultural, social, and religious needs of women and how they may relate to care. This included ensuring that the Friends and Family Tests were available in different language formats to ensure all women from different backgrounds could complete it and this information could be used to improve the service.

There was mostly positive feedback from partners. Information from Healthwatch reported good care and treatment. In surveys, people reported staff being efficient but also taking time to listen and understand.

We observed staff engaging with women and birthing people in a positive and personalised way. For example, we saw one staff member explain a surgical procedure a woman was going to have in an empathetic and caring way as the women was presenting as being anxious.

We observed staff knocking on doors, politely asking before opening curtains and waiting to be invited into rooms and cubicles.

Women and birthing people said staff treated them well and with kindness, compassion, and dignity.

One woman told us “The staff are thoughtful and caring they listen to me and communicate appropriately; in a way I can understand.”

Women told us that pain relief also offered without delay when needed.

Staff were discreet and responsive when caring for women. Staff took time to interact with people and those close to them in a respectful and considerate way.

Women and birthing people were informed of care that was being provided and what to expect next. For example, we saw a person being guided through the triage process and having their medical observations explained to them.

Staff followed policy to keep care and treatment confidential. We observed staff handovers, which were held away from where women, birthing people or their families could hear discussions.

People we spoke to told us that they felt supported by staff and that they were involved in discussions around the care of both themselves and their baby. They reported that they felt fully informed to allow them to make decisions.

Staff we spoke with told us that bereaved families were able to use the serenity room, and that staff supported them to stay in the room as long as they wanted. Staff told us that they would work with the families to support their wishes and needs during this time.

Staff knew how to support families who required an interpreter due to English not being their first language. However, none of the staff could tell us how they would access a British sign language interpreter. Staff told us there was an inclusion team they could contact regarding this. However, they were only available Monday to Friday 9-5. Staff told us it could be difficult to get an interpreter overnight .

Processes were regularly being updated and added to improve the individualised care for women and birthing people in the service. However, there was still work to be done to improve and embed these initiatives. Particularly in relation to the addition of an effective birth planning service.

All women and birthing people that we spoke to told us that they felt listened to and understood during their care.

Staff told us about the role of the Professional Midwifery Advocates (PMA). They were experienced practising midwives who had undergone extra training to support and guide midwives to deliver good quality and safe care developed nationally and delivered locally. Plans were in place to develop the birth planning service with the help of the PMA.

We observed women and birthing people having their care and needs reviewed during our onsite assessment. Staff were aware of people’s needs and took time to observe, communicate and engage them in discussions about their care.

Staff told us that leaders do not always promote the wellbeing of staff and enable them to always deliver person centred care. One staff member told us it is difficult to provide good support to staff on long term sick leave. There were mixed responses about staff morale.

However, leaders spoke about valuing staff and working towards an improved culture.

The service demonstrated that it cared and promoted the wellbeing of staff and supported them. Following negative media attention, leaders advised staff of channels they could use to talk if they felt like they needed to. This included the use of professional midwife advocates.

The trust provided advice and help in relation to financial advice, mental health advice, counselling, traumatic incident support, spiritual support, legal advice, management support, crisis support, PMA support, SI support and understanding menopause.

The service also had an employee assistance programme which could assist with personal or professional problems which could be impacting on staff general health and wellbeing.