The team at North East London Treatment Centre (NELTC) are “positive, knowledgeable and passionate about their work” according to the Care Quality Commission (CQC), who have given the centre a “good” rating.
Patients told inspectors, during the unannounced inspection, that they felt listened to by health professionals, and felt informed and involved in their treatment and care plans.
Inspectors praised the care offered to patients, saying: “All staff, including consultants, demonstrated empathy and compassion with patients in the context of the sensitive nature of many of the procedures carried out, and provided emotional support.
“Staff spoke about patients with care and compassion, demonstrating genuine concern for their wellbeing.”
Inspectors also highlighted that the service worked collaboratively with the CCG and the local trust to reduce waiting times, and services were planned and delivered in a way that met the needs of the local population.
The service was also praised for reflecting and responding to the needs of the local people through the provision of information in a range of languages and the use of face-to-face translators.
The centre, at Barley Lane, Ilford, also won praise for its outstanding quality and governance strategy as well as for its approach to maintaining patient safety.
The inspectors, who spoke to patients and their families, clinicians and support workers before checking patients’ records, also praised the “positive learning culture throughout the service.” They also praised the leadership team for their clear vision and strategy for taking the service forward.
Hospital director John O’Brien said: “I am delighted that the CQC has recognised the team’s commitment to offering the best possible service to our patients, with safety and care at the heart of all that we do. We aim to learn and improve continuously, to enable that quality of care to be maintained, and the inspectors recognised that too.”
The centre has six operating theatres, a day surgery unit, a pharmacy and an outpatient department, providing surgery and clinics across seven disciplines - orthopaedics, general surgery, ophthalmology, urology, gynaecology and ear, nose and throat (ENT).