HCA Healthcare UK The Wilmslow Hospital

Our rating of this location improved. We rated it as outstanding because:

• The service had enough staff to care for patients and keep them safe by utilising strong and comprehensive safety systems with a focus on openness, transparency and learning, Staff had comprehensive training in key skills and competencies which meant they understood how to protect and promote individual safeguards. The service controlled infection risk very well. Staff proactively assessed risks to patients and acted on them to lessen risk and promote patient wellbeing and outcomes. They managed medicines well in line with best practice with a focus on patient safety and monitored adherence to guidance routinely. The service reviewed and managed safety incidents in a robust manner, with a view to learning lessons and embedding these within hospital wide practice. Staff collected safety performance information through a variety of ways, with the aim of encouraging as much participation as possible. The information gathered was reflected upon and used to improve the service for the benefit of both staff and patients. The services consistently updated safety goals with the aim of ensuring a zero-harm culture.
• Staff provided attentive and respectful care and treatment to a high standard. The hospital provided patients with enough to eat and drink and altered the menu where required. Pain relief was proactively reviewed by staff and provided to patients when they needed it. Managers monitored the effectiveness of the service, compared to other healthcare providers, with a view to ensure optimal performance. The service made sure staff were highly competent and confident to carry out their roles. Staff worked well together and displayed a collaborative pride in their work for the benefit of overall patient care. Patients were advised on how to lead healthier lives and supported them to make decisions about their care, with an emphasis on maximising their health outcomes. Services were available in line with patients wishes and could be accommodated at extremely short notice for patient convenience and treatment speed.
• Staff treated patients with compassion and kindness, with a strong person-centred approach to minimise patient discomfort or worry. Patients were recognised as individuals and staff took time to respect their privacy, dignity and circumstances accordingly. Emotional support to patients, families and carers, was provided at several different stages, to account for the capacity restrictions of COVID-19.
• The service tailored care to meet the needs of local people by taking account of patients’ individual needs and being aware of wider health issues and trends in the local community. The service encouraged a variety of ways for people to give feedback, so that it could be fed into the service and drive improvement. People were provided with a high degree of choice of when to access the service when they needed it and could often be seen at very short notice.
• Leaders focused on running innovative and an exceptional standard of services using patient centric information systems. The hospital’s reputation for excellent care had led to people from outside of the UK regularly using their services. Its reputation in the area for sports injuries meant that many high level sportsmen and women used their services. Leaders actively supported staff to develop their skills and provide career development opportunities at every level. Staff understood and were proud to be aligned with the service’s vision and values. Staff felt respected, supported and valued and were unafraid to speak up to drive change and improvement. Leaders were focused on the needs of patients receiving care when considering any aspect of the service’s strategic vision. The hospital invested in new technology to improve patient outcomes. Staff were clear about their roles and accountabilities. The service engaged well with patients in a variety of ways and all staff were committed to improving services continually, by reviewing current processes and encouraging innovation and suggestion about patient treatment and experience.