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CQC rating published today

16 Sep 2015

West London Mental Health NHS Trust has today been rated as ‘requires improvement’ overall by the Care Quality Commission, but ‘outstanding’ or ‘good’ for having ‘caring’ and ‘responsive’ staff.

The CQC rated the trust as follows on its five key lines of inquiry:

  • Safe: requires improvement
  • Effective: requires improvement
  • Caring: good
  • Responsive: good
  • Well-led: requires improvement

Commenting on the inspection, chief executive Steve Shrubb said: “The inspection was rigorous and the CQC’s assessment of the trust is very fair. They recognised our staff’s hard work and compassion, many of our services were found to be good, and all of our services were found to be caring and staff should feel rightly proud of this.

“However, we know that we have more work to do and need to deliver improvements if we are to deliver consistently high quality care to every single patient. I apologise to patients and their families if they have received poor care from us.

“Being inspected by the CQC has been invaluable; it has further focussed the whole trust’s attention on quality improvement. The inspectors told us that the work we have begun to improve quality is a good start, but we need to step up the pace for the benefit of our patients and staff.

“As a trust we are determined to improve; the staff and leadership of the trust are totally committed to achieving this goal.”

For each service we are developing improvement plans in collaboration with our staff, service users and carers, the commissioners of our services, councils and third sector partners. These will be monitored by our NHS partners and the CQC.

The CQC inspected nine services and found five of them to be good, three require improvement (mental health crisis and place of safety services, community based adult services and acute ward for adults and psychiatric intensive care) and one (forensic / high secure services and acute wards for adults) was judged inadequate.

The CQC singled out our staff for the compassionate care they provide. Every service inspected was judged either good or outstanding in terms of the caring and responsiveness of staff.

The CQC said in its report: ‘In many services that we visited, staff were very positive about the work of the trust and in most places care was delivered by hard-working, caring and compassionate staff. This was particularly noted at Broadmoor Hospital where staff showed a real concern for patients on an individual basis and a desire to see them progress toward recovery.’

The CQC also rated staff in our community based mental health services for older people as outstanding  in the category of ‘caring’ which is a credit to our staff working with vulnerable older people in our local communities.

Steve Shrubb added: “Whilst I am really pleased that the CQC inspectors recognised how compassionate and dedicated our staff are in services they rated good or outstanding, I am also proud of the staff who work in services that they judged inadequate or in need of improvement. They too were commended for their hard work and compassion in challenging circumstances.

“We need to speed up the work the leadership team is undertaking to create the conditions for our staff to be the best they can be. This includes increasing staffing, improving staff engagement and morale and reducing the use of restrictive practices including restraint and seclusion.

“We have been working on these issues and although we have made improvements in some areas we are committed to accelerating and building on that work.”

During their visit the CQC inspected 67 wards, teams and clinics, spoke with 381 patients (and collected feedback from 605 patients, carers and staff).

They spoke to another 512 staff and attended 14 focus groups with 307 staff. They looked at 314 treatment records. They also spoke with others including user and carer groups, Healthwatch and professional bodies.

The trust report contains 27 ‘must do’s’ and 69 ‘should do’s’.

Examples of actions we have already taken to improve quality include:

  • Healthcare assistant vacancy rate is 0% in West London Forensic Services and Broadmoor Hospital
  • We have agreed plans to create a practice development unit in our West London Forensic Services that will improve clinical quality and the skills of our clinical workforce
  • We have improved senior nurse leadership across the trust by introducing a nurse consultant role and we are developing new career pathways for staff  providing nursing care
  • The trust is holding a conference on reducing restrictive practice on  22 September, 2015
  • We have reviewed all of our seclusion facilities
  • High medicines dosage alerts are now noted in prescription charts and physical health is more closely monitored by doctors and nurses
  • An audit of rapid tranquilisation is being completed that will inform improved working practices
  • Physical health assessment training has been undertaken by the director of nursing for local services nursing leads
  • Improved documentation training sessions are on-going with ward and senior managers, nurses and other staff

The full inspection report is available on the CQC website.

We would like to reassure patients that we will continue to offer caring and responsive services to the highest standards possible and people should continue to attend any appointments as usual. If patients or their families have any questions or concerns, they can call our patient advice and liaison team on 0800 064 3330.

Media contact: Helene Feger, director of communications on 020 8354 8847 or at

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