‘Good’ CQC rating for The Holly Private Hospital with outstanding leadership recognised

The Holly Private Hospital has achieved a ‘good’ overall rating by the Care Quality Commission (CQC).

CQC inspectors visited the hospital on 24 January this year with a further unannounced visit taking place on 7 February. The CQC rated The Holly ‘good’ for providing ‘safe’, ‘caring’, ‘effective’ and ‘responsive’ services and  ‘outstanding’ for providing ‘well-led’ services.

What the report says 
In its report published yesterday (Thursday 25th May), the CQC inspectors praise staff for being “friendly, respectful and supportive” towards patients, treating them “with dignity and respect” and “offering assistance in a calm reassuring manner”.

Inspectors reported that “patients and relatives described the staff as being ‘friendly’ and said ‘they can’t do enough for us’.”

In the report, a letter from Professor Sir Mike Richards, the CQC’s Chief Inspector of Hospitals, states:

“We rated this hospital/service as Good overall….Patient areas were clean and well equipped and staff followed infection prevention and control procedures….Staff worked especially hard to make the patient experience as pleasant as possible…..Staff recognised and responded to the holistic needs of their patients from the first referral before admission to checks on their wellbeing after they were discharged from the hospital….There was a clear governance process in place with clear lines of communication between heads of departments, senior management team and the medical advisory committee (MAC).”

Professor Richards also mentioned some outstanding areas of practice, noting:

  • “the hospital had been awarded the Worldhost© customer care recognition status (the same customer care training the London 2012 Olympic Games Makers received) reflecting the work of staff going the “extra mile” to improve patient experience.
  • There were systems in place to engage staff at all levels and recognise commitment and achievement. For example there was a ‘6E’s’ staff recognition scheme in place, which involved staff obtaining evidence through their work that they were displaying the service’s core behaviours of ‘exceptional, effective, expert, energetic, efficient, everyone’.
  • Monthly observational audits were carried out in patient areas, in which a member of staff would observe interactions between staff and patients, as well as the environmental factors over a set period of time, to drive improvements in patient experience throughout the hospital.”

He added that “The senior management team, although relatively new to the hospital, were all respected by the staff” and highlighted the positive impact they had on the hospital since their appointments into post.”

The CQC inspectors also identified some areas for improvement which the hospital recognises it needs to strengthen.

Reaction from the hospital 
Speaking about the report, Hospital Director, David Henderson said: “I welcome this report which shows how committed our staff are to delivering exceptional healthcare to all of our patients, all of the time.

I am delighted that the CQC has highlighted so many areas of outstanding practice across the hospital and recognises outstanding leadership across our surgery, young peoples and outpatients services. The CQC report also highlights areas for improvement and I look forward to working with our staff, patients and local stakeholders to tackle these together in the weeks and months ahead.”

You can read the full report here.

Date: 26/05/2017