Countess of Chester Hospital services improve, but urgent care concerns remain

The Care Quality Commission (CQC) has reported improvements across several services at The Countess of Chester Hospital following an inspection carried out in October, although inspectors say further work is needed, particularly within urgent and emergency care.

Urgent and emergency services improved from Inadequate to Requires Improvement, while both medical services and end-of-life care were upgraded from Requires Improvement to Good. The hospital’s overall rating remains Requires Improvement.

Inspectors identified five breaches of regulations relating to staffing, person-centred care, safe care and treatment, duty of candour, premises and equipment, and leadership. The trust has been asked to submit an action plan setting out how these issues will be addressed.

Within the emergency department, inspectors found staffing pressures continued to affect patient care. The paediatric emergency department did not consistently meet recommended staffing levels, while consultant shortages reduced the level of senior support available to resident doctors. Long waits for triage were also reported, with a single nurse often responsible for multiple assessments and tasks. However, inspectors noted improvements in the department’s culture, describing staff as kind and compassionate, and highlighted improvements to facilities for patients experiencing mental health crises.

End-of-life services received a Good rating after inspectors found staff consistently treated patients with compassion and dignity while respecting their spiritual and cultural wishes. The trust had also introduced an out-of-hours specialist advice line in partnership with a local hospital and hospice to support staff, particularly at weekends. Inspectors also praised the use of sensory approaches, including familiar flavours, to provide comfort for patients who could no longer eat or drink. They noted, however, that the palliative care team did not always have sufficient capacity to review every patient referred to the service.

Medical services were also rated Good, with inspectors highlighting visible leadership through regular ward walkarounds, listening events and staff engagement sessions. Patients and relatives described care positively, praising staff for their kindness, compassion and respect. Inspectors also found good safeguarding practices but identified occasions where hand hygiene procedures were not consistently followed, increasing the risk of infection.

The CQC said it will continue to monitor the trust’s progress to ensure the required improvements are delivered.

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