Medway Maritime Hospital told to improve emergency care despite progress
CQC finds some improvements but raises ongoing concerns about safety and dignity of care
The Care Quality Commission (CQC) has identified the need for further improvements at Medway Maritime Hospital's emergency department, following an inspection in April 2025.
The inspection, which aimed to assess progress after a warning notice issued a year earlier, found the department had made advancements in some areas but continued to face significant challenges.
The overall rating for the department remains 'requires improvement.
According to the CQC, while the warning notice requirements were met, concerns remain about patient safety, dignity, and care management during busy periods.
The emergency department was rated as requires improvement for its effectiveness, care, and responsiveness.
Although the rating for safety improved from inadequate to requires improvement, the service remains in breach of regulations around safe care and treatment, as well as patient dignity and respect.
Officials noted several shortcomings, including insufficient senior consultant staffing, inconsistent completion of risk assessments, and poor pain management.
Medicines were not always administered safely, and staff often relied on agency and bank workers, resulting in inconsistent care in temporary escalation areas during peak demand.
Patients faced prolonged waiting times, with 13% waiting over 12 hours for treatment between May 2024 and April 2025. Additionally, only 55% were assessed within 15 minutes of arrival, falling short of recommended national targets.
Recognised improvements
Despite these challenges, the CQC acknowledged improvements since its last inspection in February 2024.
The hospital’s performance in ambulance handover times ranked among the best in England, and sepsis treatment was delivered in line with national guidelines. The department also met high infection control standards, with a compliance rate of 98%.
Roger James, CQC deputy director of operations in Kent and Medway, acknowledged the efforts of staff under difficult circumstances but emphasised that more work is needed.
He said: “We’ve told leaders at Medway NHS Foundation Trust where they must make improvements to keep people safe and maintain their dignity. We’ll continue monitoring the service closely to make sure people are safe while this happens.”
Medway NHS Foundation Trust response
In response, Jonathan Wade, Interim Chief Executive of Medway NHS Foundation Trust, reiterated the trust's commitment to improving care and apologised to patients who had experienced long waits or inadequate care.
Wade stated that progress includes the recruitment of additional emergency department staff and introducing measures such as improved patient assessments and timelier medication administration.
To address overcrowding, the hospital expanded its ‘virtual ward’ service, enabling remote monitoring and care of up to 120 patients at home.
Plans are in place to develop this into a 200-bed virtual hospital.
Wade added, “Expanding our virtual ward is already helping people leave hospital sooner, and means that some do not need to come into hospital at all, with care provided at home instead. This is already helping to relieve pressure on our Emergency Department, by freeing up ward beds for those who need them most, and reducing delays and overcrowding in the department.”
The full CQC inspection report has been published and is available on its website.