CQC Report Highlights Overcrowding in QA Hospital’s Emergency Services

The Care Quality Commission (CQC) has identified significant overcrowding issues in the urgent and emergency care services at Queen Alexandra Hospital in Portsmouth, England. Following an unannounced inspection conducted from May 6 to May 10, 2025, the hospital received an overall rating of ‘good,’ but its emergency services were rated as requiring improvement.

This inspection marked the first evaluation of the hospital’s newly opened emergency department, which began operations in November 2024. Despite a generally favorable assessment, inspectors noted that patients were often treated in “inappropriate spaces such as corridors and non-clinical areas.” The report emphasized that the emergency department frequently faced overcrowding, with patients placed in corridors lacking essential amenities like dedicated personal care areas and patient call bells.

The CQC’s findings revealed that the crowded conditions hindered the use of medical equipment and posed a safety risk, increasing the likelihood of falls among patients. Additionally, staff expressed concerns that clinicians did not actively engage in reducing the risks associated with overcrowding by facilitating patient flow throughout the hospital.

Infection control was another critical concern highlighted in the report. Inspectors noted instances where ambulance staff offloaded infectious patients directly from ambulances before appropriate spaces were available for them in the hospital.

While the urgent and emergency services received a ‘requires improvement’ rating, certain aspects of the department were acknowledged as ‘good’ under the effective and well-led domains. Staff were described as “friendly and helpful,” and safeguarding concerns were routinely discussed in team meetings.

Hospital Leadership Responds to CQC Findings

Penny Emerit, CEO of Portsmouth Hospitals NHS Trust, welcomed the CQC’s report, acknowledging the recognition of areas for improvement. She stated, “We know there is more to be done and intend to build on the progress to date.” Emerit highlighted that the hospital’s medical teams have worked diligently to maintain their good rating and have embraced a quality improvement approach known as Delivering Excellence.

The report also noted successful initiatives aimed at enhancing patient care, including improvements in the early diagnosis of lung cancer and efforts to streamline the discharge process for patients. Emerit commented on the steps taken to improve urgent care pathways, particularly since the opening of the new emergency department, and acknowledged improvements in ambulance handover times.

Despite these advancements, Emerit emphasized the ongoing challenges related to patient flow, stating, “We agree with CQC that flow remains a challenge that creates a poor experience for some people.” She reiterated the hospital’s commitment to providing a safe and positive experience for patients while supporting staff, who were recognized for their kindness and consideration.

The CQC’s comprehensive report on Queen Alexandra Hospital’s urgent and emergency care services underscores the need for ongoing attention to overcrowding and patient safety. The hospital leadership remains focused on addressing these issues in collaboration with patients, staff, and healthcare partners to enhance the overall quality of care.

For further details, the full CQC report can be accessed through their official website.