London Hospital’s ‘Kind’ Staff Celebrated as Department Receives CQC Rating Improvement After Seven Years

Surgical services at a hospital in South London have received an upgraded rating of ‘Good’ following an inspection by the Care Quality Commission (CQC) conducted in April this year. King’s College Hospital, located in Denmark Hill, was previously rated as ‘Requires Improvement’ after an inspection in 2019, but has now made significant strides to achieve its new status seven years later. The facility is part of King’s College Hospital NHS Foundation Trust, which provides a comprehensive range of medical services to residents in Southwark and Lambeth.

The CQC carried out an unannounced on-site inspection on April 14 and 15, motivated by concerns over previous ratings and the hospital’s internal culture. This was supplemented by remote interviews conducted from April 15 to April 23. Antoinette Smith, the CQC’s Deputy Director of Hospitals in London, praised the hospital for making “significant improvements” in its surgical services, now delivering consistently high-quality care.

Improvements in Staff Training and Patient Care

Smith noted that during the last inspection, deficiencies were identified in the training provided to medical staff, a situation that has since improved. She acknowledged that while further enhancements are still required, hospital leaders have prioritised immediate training and support for staff to ensure safe patient care. “Staff worked closely with patients to understand their needs and preferences, tailoring their care accordingly. They were kind and respectful throughout, and patients reported feeling safe and well cared for,” she said.

Furthermore, Smith highlighted that leadership at the hospital demonstrated a clear understanding of the service’s strengths and weaknesses. Although there are still areas requiring improvement—such as staffing levels and lengthy waits for certain procedures—leaders are actively addressing safety risks and working on these challenges.

Comprehensive Inspection Findings

A report published on July 30 detailed the CQC’s findings, which included visits to various wards, the surgical ambulatory care unit (SACU), theatres, recovery areas, the surgical admissions lounge, the discharge lounge, and the day surgery unit. Inspectors engaged with over 80 members of staff, including nursing and medical personnel, operating department practitioners, health professionals, pharmacists, healthcare assistants, and managers. They also spoke with more than 21 patients and their relatives and reviewed 25 patient records.

The assessment revealed improvements in the mandatory training rates for medical staff and a culture focused on learning and quality enhancement. Inspectors found that the staff were not only kind and compassionate but also that robust governance systems were in place to manage risks and improve overall performance. Patients expressed positive experiences, feeling safe and well cared for, and noted that the service was responsive to their needs.

Ongoing Challenges and Future Goals

However, it was noted that risks to patients were not consistently assessed and mitigated, and staffing shortages were a recurring issue on some wards. Additionally, access to services was not always straightforward, with patients occasionally facing long waits for surgery. Despite these challenges, surgical services at King’s College Hospital have improved since the 2019 inspection and are no longer in breach of the legal regulations concerning staffing levels. The hospital has achieved an overall ‘Good’ rating, maintaining this standard across various categories, including Safe, Effective, Caring, Responsive, and Well-led.

Matthew Trainer, Chief Executive of the Trust, expressed his satisfaction with the recognition of the team’s hard work, assuring patients that they can expect high-quality surgical care at King’s. He remarked, “The positive feedback from the inspection team reflects the considerable effort put forth by our staff. It demonstrates our commitment to fostering a learning culture within surgery and our dedication to listening to patients while striving to provide the best possible care.” He also shared that patients praised the staff, describing their care as ‘great’, ‘wonderful’, ‘professional, and kind.’

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