Making St George’s Better – Our Quality Improvement Programme

We have a proud history at St George’s of providing high quality care for patients living locally, as well as those accessing our services from further afield.

However, despite many examples of excellent care, we are not getting the basics right in many areas, and a recent Care Quality Commission (CQC) inspection confirmed that we need to make St George’s better again.


The CQC’s inspection report

The CQC carried out an inspection of hospital and community services provided by the Trust in June 2016, and published their final report in November.

You can read a summary of the CQC’s findings – and our initial response to their inspection report – on our website

Making St George’s Better – Our Quality Improvement Programme is important, because it will enable us to tackle areas for improvement identified by the CQC during their inspection.

But this on its own will not be enough – which is why our quality improvement programme includes a range of other initiatives to improve care, and make the working lives of our staff easier.

We will make St George’s better by:

  • Improving care for patients
  • Empowering staff and making their working lives easier, so they can do what they do best – caring for patients
  • Building confidence in St George’s amongst stakeholders, and the communities we serve

Professor Simon Mackenzie, Chief Executive, said:

“This is a pivotal time for St George’s. We want to make St George’s better because it is what is right for patients, but also our staff, who are doing a tremendous job under difficult circumstances. Our quality improvement plan is a key part of their future, and we are committed to delivering improvements for them.”


How will St George’s achieve these ambitions?

Our quality improvement plan includes hundreds of actions we need to complete, all of which fall under one of eight separate focus areas or work-streams.

They are:

Personalised care, which ranges from making sure patients are treated with privacy and dignity, to ensuring staff are fully trained and confident when treating patients experiencing delirium or dementia.

Safety Culture, which includes making sure we prescribe, store and dispose of medicines correctly, to ensuring we follow the World Health Organisation’s Safer Surgery Checklist in all of our operating theatres.

Governance, which includes making sure staff know how to report incidents or near misses, to ensuring staff are supported to raise concerns confidentially.

Human Resources, which involves helping staff stay up to date with mandatory training, to ensuring everyone – whatever their background – has equal opportunities to progress within the organisation.

Estates, which involves supporting the move of some of our services to new, modern accomodation, and to reduce the risk of heating and hot water failures, particularly at St George’s Hospital (Tooting).

Operations, which involves reducing the number of operations cancelled for non-clinical reasons, to speeding up the way our teams respond to phone-calls from patients.

Healthcare informatics, which is focussed on making sure our staff are able to access online clinical systems, whether they work in our hospitals or in the community.

Leadership, which involves putting in place a substantive leadership team, and improving leadership across the organisation.

A copy of our detailed quality improvement plan plan – together with a shorter summary document – will be made available on this section of our website before the end of February 2017.


Further information and updates on progress

We will shortly publish our Quality Improvement Plan on our website, and update patients and key stakeholders about the progress we are making in key areas.

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