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“Kind, caring, courteous, compassionate” - North Mid staff commended by healthcare inspectorate

“Kind, caring, courteous, compassionate” - North Mid staff commended by healthcare inspectorate

Thursday, September 13, 2018

North Mid staff are “kind and caring to patients”, patients and relatives say they are “treated with courtesy, respect and compassion by staff”, and medical staff take time to answer patients’ questions and help them feel confident in their treatment, according to a new report published on Friday 14 September by the Care Quality Commission (CQC).

The report, which publishes findings of a full inspection carried out by the healthcare regulator earlier this year, has rated North Middlesex University Hospital NHS Trust ‘requires improvement’ overall, with a ‘good’ rating in response to the question ‘are services caring?’

Three of the Trust’s eight core services are also now rated ‘good’ overall – surgery, critical care, and maternity.

And a table of results showing five different ratings for each of the eight services shows that more than half – 21 out of a total of 40 – are rated ‘good’, the second highest possible rating.

 

‘Outstanding practice’

Inspectors visited the hospital for six days in May and June 2018, interviewing staff, patients and local people, and collected feedback from patients, visitors and Enfield and Haringey community groups.

They found more than a dozen examples of outstanding practice at North Mid which they included in their report:

·           Our continued commitment to learning from excellence, as well as from incidents, so that we share and celebrate good practice and embed it in all our services

·           Our focus on patients, including our creative and individual ways of ensuring we personalise services and care, protect patients’ dignity and meet the full range their health needs, including caring for dementia patients who undergo surgery.

·           Our commitment to carers, including practical and emotional support, such as our carers passport and open visiting

·           Our award-winning services and staff, including for bereavement midwifery, child protection, and nursing leadership.

 

‘A positive culture’

The inspection team had particular praise for North Mid’s maternity service, which is now rated ‘good’ overall. Inspectors found the service “especially caring and responsive”, and that there is “a positive culture”, with staff who are “committed and proud” of working at North Mid.


‘Proud of the progress’

Director of nursing and midwifery, and Trust lead for our CQC inspection, Deborah Wheeler said:

“Everyone with a connection to North Mid – patients, staff, local residents, and partners – has the right to be proud of the progress we’ve made over the past two years.

“The improvements are visible not only in the ‘tartan table’ of CQC ratings, but almost everywhere you go across the hospital, from the wards, clinics, theatres, staff rooms, and public areas. We are building a strong team, and strong relationships with local partners, and we are looking forward to tackling the next phase of improvement with vigour.

 

‘Strong foundation’

She added:

“We’re still rated as ‘requires improvement’ overall, so let there be no mistake – we are absolutely committed to getting better, for our patients, our local community, and our colleagues. But there is no doubt that we have built a very strong foundation for continued progress, and that we are already seeing significant green shoots of improvement.”


‘Very encouraging improvement'

Steve Russell, NHS Improvement’s executive regional managing director (London), said:

“The CQC inspection shows the Trust has made some very encouraging improvement, with three service lines rated as ‘Good’ and the CQC recognising the caring, compassionate staff who work at North Mid. The improvements will have been down to the hard work of everyone at North Mid, and they should be pleased with progress so far.

“Whilst there is more to do to drive progress further and faster, we are confident that the trust will continue build on the successes that the CQC identified in A&E and maternity.   

“We will continue to support the trust as it addresses all the recommendations highlighted in the report, in order to develop North Mid into the strong, vibrant, innovative provider that the populations of Enfield and Haringey deserve.”


‘Areas for improvement'

The report also includes a detailed list of areas for improvement, including one which relating to the Trust as a whole, and 11 ‘must dos’ which related to individual services.

We have already taken action to fully address some of these recommendations, and have detailed and robust plans in place to ensure we deliver on all the improvements required, as well as maintain our continued progress on getting better.