We carried out semi structured interviews with 25 in-patients and some of their relatives across six wards, including elderly care, the children’s ward, gynaecology, orthopaedics, the stroke ward, and the gastro-intestinal unit. We also had shorter discussions on specific topics such as cleanliness, and medication, with a number of other patients during this two day visit. We also visited and spoke with people in the accident and emergency department.

Discussions with in-patients showed that overall they were satisfied with the care they had received and those who needed assistance with personal care said they got it. The majority felt they had been included in discussions about their care, and had been kept informed about their progress. People told us they felt safe in the hands of staff at this hospital, and that staff appeared well trained for the work they were asked to do. Positive comments included “No worries about their skills or abilities - staff all try their best to meet my needs.” Overall, people commented positively on the quality of the care and service they received and complimentary remarks were made in relation to the staff, the level of cleanliness, and the food.

We also asked people using the general outpatients department, and St. Luke’s Cancer Centre, to fill in a self completion questionnaire and return it into a sealed box. We distributed 100 self completion questionnaires in total. We passed 70 to general outpatients, on 15 and 16 August 2012. A total of 39 were returned. We also distributed 30 questionnaires in St. Luke’s Cancer Centre on 15 August, and all 30 were returned.

The self completion questionnaires showed that patients were very satisfied with the service at this hospital. Questions relating to being treated with dignity and respect, being involved in discussions about their care, as well as the standard of cleanliness in the hospital scored the highest ‘Yes’ responses. Patients were also asked if they felt safe in the hands of the people providing their care at this hospital, and 100% of respondents said that they did. Some added comments such as ‘Absolutely’ and ‘Most certainly’.

The questionnaires also identified that patients thought staff appeared well trained for the work they were being asked to do, and the majority of patients said that there were staff available to speak to if they had any worries. Patients were asked about their opinion of the overall quality of the care provided at this hospital. A total of 72 people answered this question, and 68 positive comments were received. The majority of these respondents thought the service was either ‘very good’ or ‘excellent’, with several people noting that they had been coming to the hospital for years, either as patients or visitors, and they had been satisfied with the service over a long period.

Overall, only around half the patients said they would know how to make a complaint, but the majority of those who said they would not know, noted that they would find out, or speak to a member of staff. One person, in answer to the question about whether they knew how to make a complaint, stated that they did, but had never had one in 37 years.

Patients and families we spoke to were positive about their experiences of care and treatment. When asked if they were happy with the way staff cared for them, those who were able to answer, said they were happy, with staff being described as ‘caring’.

People we spoke to were complimentary about the arrangements for meals at this hospital, with comments such as ‘Plenty of food – good food’ being typical. Patients said that staff checked if they had had enough to eat and drink, and that the food suited them.

The trust has 432 inpatient beds, 62 maternity beds, 14 intensive care unit beds and 6 coronary care unit beds. It also has 23 trollies within the day surgery Unit and eight in the medical day unit It has 16 operating theatres including two within a day surgery unit and one obstetric theatre. Diagnostic imaging resources include two MRI and three CT scanners.

Outpatient activity encompasses specialist, general and oncology clinics and the hospital runs outpatient services at Cranleigh, Haslemere and Cobham hospitals with outreach clinics in a number of local GP surgeries. The trust also provides specialist support services to HMP Cordingly and HMP Send.

As the regional cancer network hub, it operates an outreach radiotherapy service from the hospital as well as another local trust. Oncology facilities include five linear accelerators (LINACs) at Guildford and two LINACs at Redhill. Chemotherapy services are provided in partnership with local trusts.

Co-located services operated by other providers are:

• Out of hours GP service
• Dermatology outpatients
• Discharge hub
• MRI scanner
• New-born hearing screening