Artist’s impression: the proposed new building from Praed Street looking west


Outpatient improvement programme


The Trust has already begun the transformation of outpatient services across all of its sites through the outpatient improvement programme. The programme was part of the response to the Care Quality Commission (CQC) inspection in September 2014 when outpatient services were rated ‘inadequate’. The CQC will be re-inspecting the Trust’s outpatient services in November when we will be able to share a wide range of positive developments including:


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to redevelop the whole hospital site. Linking in with and supporting the wider regeneration of the Paddington area, to develop other new and refurbished buildings as part of St Mary’s Hospital. The capacity of the new and refurbished healthcare facilities will be as large as that provided by current facilities, and will include provision for the Western Eye Hospital which is due to be relocated on the St Mary’s site. This next phase of redevelopment is still at an early stage, and will require separate consultations and planning applications.


Next steps for the phase one development include submitting a formal planning application to Westminster City Council. The Trust is also committed to involving staff, patients, carers, GPs, local residents and other stakeholders with an interest in the hospital’s future at every stage of the development to help provide the very best care and to deliver the development with minimum disruption.


Autumn 2016 · Site of the proposed new building · FOR MORE INFORMATION


If you have feedback about the redevelopment proposals, we would like to hear from you. For more information, visit imperial.nhs.uk/stmarysphase1


Watch a Prezi about the proposed redevelopment on our website.


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Improving customer care, running bespoke staff training sessions and creating a patient service centre to bring booking areas together in a single point of access.


Re-designing and refurbishing clinic environments at Charing Cross, Hammersmith and Western Eye hospitals with £7 million of funding from Imperial College Healthcare Charity.


Improving patient communications, ensuring letters are accurate, up-to-date and easy to understand and introducing voice and email reminder systems, allowing patients to confirm, rearrange or cancel upcoming appointments.


Moving to digital to improve access, responsiveness and efficiency, giving patients the choice to receive appointment letters by email; improving and promoting e-booking, referral and checking processes; and making patient records available electronically in clinic.


Improving feedback routes and access to data to drive improvement, making sure the right ‘business intelligence’ is available as close to real-time as possible to support teams in monitoring performance and responding to issues.


Pulse/ 9


CREDIT: FEILDEN CLEGG BRADLEY STUDIOS


CREDIT: FEILDEN CLEGG BRADLEY STUDIOS


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