Five steps to excellent care

Posted on Tue, 26/08/2014

QE Gateshead has developed a new 5 step strategy to delivering excellent care to patients to help make sure the hospital maintains its already high standards.

The new strategy draws together several pieces of work from different areas of the hospital and has been designed after listening to the views of patients and acting on their feedback. 

The work aims to improve the overall experience of patients, the public and carers when visiting the hospital and will help people get more involved in the organisation.

Gillian MacArthur, director of nursing, quality and midwifery said: “Our new approach can be summed as ‘5 steps to excellent care’. The patient is at the heart of everything we do at QE Gateshead and we wanted to be able to capture the essence of what patients, the public and carers want from our services - from when the journey starts with their referral to us, be it planned or as an emergency. 

“Recent legislation around the NHS makes it even more important that hospitals are focused on listening to what patients say and acting on that feedback in a positive way. In Gateshead we’ve always worked very hard to respond to what patients tell us is important to them and this new strategy will ensure that this remains an integral part of what we do.”

Our 5 steps, are the five points at which we will listen and respond to the patient and broader views of the community when planning our services:


  1. Planning for your visit  
  2. While you are in our care
  3. Moving on from our care 
  4. Shaping our services for the future
  5. Overall patient experience and excellence in care 


We have broken our strategy down in this way because we believe these 5 steps capture the main elements for focusing engagement and involvement work, and in turn develop the quality standards, outcomes and delivery framework to make a difference to the care of our patients.  

Earlier this year the Queen Elizabeth Hospital was again named as one of the safest in the country and is now the only hospital in the North East to win and retain the top rating from national regulator The Care Quality Commission (CQC). 

QE Gateshead was first awarded band 6 status (the highest possible) in October 2013, while an unannounced inspection in the same year provided unprecedented praise and a clean bill of health for all of its services.

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