Hospital patients 'ignored' in new £34m A&E

A year on from a multi-million pound upgrade Great Western Hospital has been found in need of improvement

Distressed patients were "ignored" in an A&E department a year after it had a £33.5m upgrade, according to a report.

Care Quality Commission (CQC) inspectors carried out an unannounced visit to the Great Western Hospital, in Swindon in March, and concluded the emergency department "required improvement".

The hospital's surgical department was rated "good", with patient welfare paramount.

A spokesperson for the health trust said it was now focused on making the changes needed.

Overall, the Great Western Hospital was rated as requiring improvement.

Last year's investment was the biggest ever made at the hospital, which has said it has submitted a plan to address concerns.

CQC's Neil Cox, said inspectors found a "a mixed picture" in A&E since its last inspection.

They found its responsiveness had gone from requires improvement to good, while safety still needed improvement.

Caring declined from good to requires improvement, while the department was rated good for effectiveness and leadership.

Some patients, Mr Cox said, faced long waits for beds because of pressure elsewhere in the hospital, adding that staff "didn't always protect people's privacy and dignity".

"Due to limited bed availability, people were cared for in corridors for extended periods," Mr Cox said.

"In one instance, we saw a young person in a corridor who wasn't fully covered, and no screens were used to protect their dignity while staff received handovers from ambulance crews," he added.

Inspectors also said:

• Staff did not always report incidents, and there were often staff shortages.

• Sometimes employees did not respond to distressed people and their families. One distressed person was seen shouting, but nearby staff didn't help them.

• Safety matters were sometimes ignored or not reported.

But the report found patients received comprehensive care, and staff identified those needing more support.

Personalised care plans were developed for people unable to make decisions, and there were mental health assessment areas and sensory rooms.

Staff also showed "patience, kindness and compassion", inspectors found.

The project features new patient treatment facilities and ease of access between services

The CQC also said there was a "learning culture" in surgical services, and staff there worked to improve patients' lives while protecting them from harm.

But it said some theatre staff felt excluded from reviews despite being involved in incidents.

The report found there was limited storage space which meant there were some cluttered wards, especially around beds.

'Kindness and compassion'

Great Western Hospital's chief nurse, Luisa Goddard, said the hospital was proud of its high-quality surgical care.

Ms Goddard also pointed to A&E staff being praised for "kindness and compassion".

She said: "While the design of our new urgent care and emergency department is helping to improve the experience of patients and staff, we know that areas of this busy service require improvement, including the safety and dignity of patients waiting for long periods.

"We are now focused on these areas for improvement and, together with our local health and care partners, working to provide a better experience for patients."