- NHS hospital
Central Middlesex Hospital
Report from 28 November 2025 assessment
Contents
Ratings - Urgent and emergency services
Our view of the service
The urgent treatment centre (UTC) operated 7 days a week, between the hours 8am and midnight. Outside of these hours people would be treated at Accident and Emergency departments at neighboring hospitals. Between July 2024 and June 2025 there were 46,173 attendances to the UTC. The UTC only treated people with minor injuries and illnesses who self presented ,or were referrals from 111. They did not accept any people bought in by ambulance.
This is the first time we have assessed the UTC under the assessment group (ASG) of Urgent and Emergency Care, as it was previously run by a primary care provider. We have rated it as good.
In our assessment of Urgent and Emergency Care, we found the service had a positive culture of safety, built on openness and honesty. Staff listened to concerns, investigated incidents, and learned lessons to improve practice. They worked closely with patients and healthcare partners to maintain safe systems of care and ensured continuity when people moved between services.
Teams collaborated effectively so individuals only needed to tell their story once, with assessments shared across services. Care and treatment were routinely monitored to drive improvement, with outcomes that met both clinical standards and patient expectations.
People were treated with kindness, compassion and respect for their privacy and dignity. Staff supported each other and colleagues from other organisations with the same approach. The service also promoted staff wellbeing to enable the delivery of person-centred care.
Patients could easily share feedback or complaints, were involved in decisions about their care, and were told what had changed as a result. Access to care, treatment and support was timely and well managed.
Leaders at all levels were inclusive, skilled and credible. They understood the service context, embodied organisational values, and led with integrity and openness. Staff felt confident to speak up, knowing their voices would be heard.
However, the service did not always manage infection risks effectively. It did not consistently detect or control the risk of spread, nor always share concerns with the right agencies promptly.
People's experience of this service
Patients, their families, and carers were very positive about their interactions with staff and the treatment they received in the urgent treatment centre. All reported that staff were welcoming and friendly, and that they were treated with compassion and kindness. People felt communication from staff was good, with clear information provided on waiting times, care options, and treatment plans.
Patients and their families felt there were adequate and visible staff in the department, and that the environment was clean and tidy. We observed compassionate care being provided to a patient and their family while explaining that their condition required immediate transfer to an Accident and Emergency care facility.
National patient survey data from May 2025, taken from the Family and Friends Survey, showed 100% of respondents gave positive feedback, with 81% rating their care as ‘Very Good’. This was echoed in feedback collected directly by the service from patients at the end of their visits.