Central Middlesex Hospital

Ratings

• Overall

  Good

• Safe

  Good

• Effective

  Good

• Caring

  Good

• Responsive

  Good

• Well-led

  Good

Our view of the service

Central Middlesex Hospital provides a range of NHS hospital services. This assessment looked at urgent and emergency care, which we rated as good. The rating of urgent and emergency care has been combined with the ratings of the other services from the last assessments. See our previous reports to get a full picture of all the other services at Central Middlesex Hospital. This is the first time we have assessed the urgent treatment centre under the assessment group (ASG) of urgent and emergency care, as it was previously run by a primary care provider. The rating of Central Middlesex Hospital has improved to good. In our assessment of urgent and emergency care, we found

• The service had a proactive and positive culture of safety, based on openness and honesty. They listened to concerns about safety and investigated and reported safety events. Lessons were learnt to continually identify and embed good practice.
• The service worked with people and healthcare partners to establish and maintain safe systems of care, in which safety was managed or monitored. They made sure there was continuity of care, including when people moved between different services.
• The service worked well across teams and services to support people. They made sure people only needed to tell their story once by sharing their assessment of needs when people moved between different services.
• The service routinely monitored people’s care and treatment to continuously improve it. They ensured that outcomes were positive and consistent, and that they met both clinical expectations and the expectations of people themselves.
• The service always treated people with kindness, empathy and compassion and respected their privacy and dignity. Staff treated colleagues from other organisations with kindness and respect.
• The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.
• The service made it easy for people to share feedback and ideas, or raise complaints about their care, treatment and support. They involved people in decisions about their care and told them what had changed as a result.
• The service made sure that people could access the care, support and treatment they needed when they needed it.
• The service had inclusive leaders at all levels who understood the context in which they delivered care, treatment and support and embodied the culture and values of their workforce and organisation. Leaders had the skills, knowledge, experience and credibility to lead effectively. They did so with integrity, openness and honesty.
• The service fostered a positive culture where people felt they could speak up and their voice would be heard.

However, 

• The service did not always assess or manage the risk of infection. They did not always detect and control the risk of it spreading or share concerns with appropriate agencies promptly.