Outstanding Care, Every Time – Our Quality Improvement Plan

Outstanding Care, Every Time – Our Quality Improvement Plan

Over one million patients in south west London and beyond rely on the services we provide at St George’s each year. With over 9,000 dedicated staff we are the largest healthcare provider, major teaching hospital and tertiary care centre for south west London, Surrey and beyond.

Our aim at St George’s is to constantly provide the best possible standards of care and the very best patient and staff experience across our hospital and community services.

However, despite our dedicated staff and the many examples of excellent care, it is clear that our Care Quality Commission (CQC) report in November 2016 marked the start of a new journey for all of us.

We need to do things better for our staff and patients and our refreshed Quality Improvement Plan reflects this. It sets the objective to provide Outstanding Care, Every Time for each of our patients wherever they are treated. This will mean that:

  • every patient receives safe and outstanding care
  • the right patient is seen in the right place at the right time, every time
  • staff  say “I’m proud to work at St Georges’
  • all staff – wherever they work – can shine and contribute to our future.

How we will deliver Outstanding Care, Every Time?

Our refreshed Quality Improvement plan is made up many programmes of work which fall under one of the following five workstreams:

  • Provide Safe & Effective care: To constantly deliver the fundamentals of patient care and ensure that improvements we are make are sustained in the long term
  • Patient flow & clinical transformation: We will make the process and operational changes to improve the flow of patients along their care pathway, from arrival through to discharge
  • Ensure robust quality & risk processes: Handle risk effectively throughout the organisation through effective systems and processes that are used and understood by our staff
  • Estate and Information Technology: Improve our systems and environment so that we are making what’s right for patients the easiest thing for staff to do
  • Leadership and Engagement: To ensure our current and future leaders are supported and developed to deliver high quality, compassionate care, and that we engage with our staff who know our services best

Our dedicated staff, who aim to do the best for patients every day, understand our services better than anyone. They will lead on our programmes and we will incorporate their views in to everything we do.

If you would like to read more about our quality improvement plan, a fully copy will be made available on this page of our website in August 2017.


For more information and updates on progress

We will shortly publish our Quality Improvement Plan on our website and include latest news and updates for patients and key stakeholders about the progress we are making.

In the meantime, please contact: communications@stgeorges.nhs.uk or telephone 020 8266 6128 if you require further information.