People told us what it was like to be a patient in Chelsea and Westminster Hospital NHS Foundation Trust. They described how they were treated by staff and their involvement in making choices about their care. They also told us about the quality and choice of food and drink available. This was because this inspection was part of a themed inspection programme to assess whether older people in hospitals were treated with dignity and respect and whether their nutritional needs were met.

We visited three wards during our visit. These wards were chosen as the majority of the patients were older people.

The inspection team was led by a Care Quality Commission (CQC) inspector joined by a practising professional and an Expert by Experience, who has personal experience of using or caring for someone who uses this type of service.

We spoke with more than 30 people. They were generally positive about the hospital regarding the ward environment, choice of menu, facilities and their surroundings.

We heard about some very positive experiences of the hospital. For example “this hospital saved my life” and “I cannot tell you how much I respect them for what they have done for me”. One person said she “loved this hospital and that this hospital loved her”.

We looked at ten ward and departments during our visit and we spoke to people using the services, or their representatives and staff in each of these areas. People who use the service told us they were happy, felt that they were well looked after and that staff were attentive and caring. Overall people stated that the level of cleanliness was very good and that the wards are cleaned on a regular basis. People told us that they had seen equipment being cleaned between uses.

People told us staff were available to explain, reassure and assist them and they felt that they were given adequate information regarding their care. All the people we spoke to told us that they felt safe and well-looked after. We were told that the food was good

In the Emergency department we were told that people had been seen quickly and that current waiting times were acceptable.

• We rated caring at Chelsea and Westminster Hospital as outstanding. We rated safe, effective, responsive, and well-led as good.
• All the departments we inspected had improved from requires improvement to good.
• The Hospital environment was clean. Equipment was clean and maintained.
• There were effective infection prevention and control measures in place.
• Patient records included risk assessments and care plans were complete.
• Good medicines management processes were embedded in practice.
• Staff followed treatment protocols and national guidelines
• Staff showed patients dignity, respect, care and emotional support and were helpful to patients and public in corridors.
• Care was planned to meet patients’ needs.
• The Hospital met national access standards for A&E 4 hour waits, most Referral to Treatment (RTT) and Cancer.
• Divisional leadership which was across both sites was effective.
• Staff were proud to work for the Hospital and were supported.