Today the Care Quality Commission (CQC) has published its Well-Led inspection report for Cumbria, Northumberland, Tyne and Wear NHS Foundation Trust.
I want to speak directly to our patients, carers, families and the communities we serve about what this report means, what it tells us we are doing well, and where we know we must improve.
What the report says about our care
The CQC has been clear about the commitment, compassion and professionalism of our staff. Across many services, people told inspectors that they felt safe, respected and supported, and that staff treated them with kindness and dignity. Patients and carers gave particularly positive feedback about being involved in decisions about their care and about the attitudes of our staff.
This matters deeply. It reflects the values that sit at the heart of our Trust – caring, compassionate, respectful and honest – and it shows that, even in very challenging circumstances, our teams continue to go the extra mile for the people they support.
The report also recognises important strengths in how we work as an organisation. These include:
- A clear and shared vision and strategy, developed with staff, patients, carers and partners
- Strong partnerships with local authorities, the NHS, voluntary organisations and communities
- A reputation for innovation, learning and research, including the active involvement of people with lived experience
- Good leadership at senior levels, with leaders who are visible, approachable and committed to our values
These are strong foundations on which to build.
Where we need to do better
The CQC has also been honest about where we must improve, and I want to be equally open about this.
While leadership and culture are strong in some parts of the Trust, this is not consistent everywhere. Too many staff have told us that they do not always feel listened to, supported or able to speak up safely. Where staff experience poor culture or feel unheard, that is not acceptable – and it matters – because a positive, inclusive culture is essential to safe, high-quality care.
The report also highlights that we need to strengthen how we oversee and assure ourselves about quality and safety, so that we spot problems earlier and act more consistently. In some areas, our governance processes have been too complex or have not always focused clearly enough on what matters most for patients and carers.
We accept these findings. They reflect issues we already knew we needed to address, and they reinforce our determination to improve.
What we are doing next
We have a clear plan to respond to the CQC’s findings and to build on our strengths. Over the coming months, we will:
- Strengthen leadership and culture at every level, with a focus on compassion, inclusion and accountability
- Make it easier and safer for staff to speak up, and ensure that concerns are listened to and acted upon
- Simplify and improve our governance and assurance processes, so risks are identified and addressed earlier
- Continue to improve equality, diversity and inclusion, tackling inequalities for both staff and patients
- Keep patients, carers and families at the heart of improvement, by listening, learning and working together
This work builds on our Trust strategy, With You in Mind, and our three-year delivery plan. We will work to deliver better, more joined-up care and create a more supportive place to work.
Our commitment
I want to be clear; this report does not question the compassion of our staff or the importance of the care we provide. It does, however, challenge us to be better, and that is a challenge we accept.
We will talk openly about our progress, involve patients, carers and staff in shaping solutions, and keep learning as we go. Our ambition is simple but vital – to provide safe, high-quality, compassionate care for everyone who uses our services, and to be a Trust where our people feel valued, respected and proud to work.
Thank you for your trust, your feedback and your continued support.
James Duncan, Chief Executive, Cumbria, Northumberland, Tyne and Wear NHS Foundation Trust