Central Middlesex Hospital

On this page

• Overview
• Kindness, compassion and dignity
• Treating people as individuals
• Independence, choice and control
• Responding to people’s immediate needs
• Workforce wellbeing and enablement

We looked for evidence that people were always treated with kindness, empathy and compassion. We checked that people’s privacy and dignity was respected, that they understood that they and their experience of how they were treated and supported mattered. We also looked for evidence that every effort was made to take people’s wishes into account and respect their choices, to achieve the best possible outcomes for them.

This is the first assessment for this service. This key question has been rated good.This meant people were supported and treated with dignity and respect; and involved as partners in their care.

This service scored 45 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

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.

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.

We observed compassionate care being provided to a patient and their family while explaining that their condition required immediate transfer to an emergency care facility. We saw all staff protecting the privacy and dignity of patients during interactions and examinations.

National patient survey data from May 2025, taken from the Family and Friends Survey, showed that 100% of respondents gave positive feedback, with 81% rating their care as ‘Very Good’. This was echoed in feedback collected directly from patients at the end of their visits, with comments highlighting staff friendliness, efficiency, and the quality of care. Respondents noted that they received quick and efficient service, that staff were very helpful and approachable, and that the environment was clean. Some even remarked on the engaging and friendly interactions, describing them as much-needed banter that enhanced the overall experience.

We did not look at Treating people as individuals during this assessment. There is no previous rating for the Caring key question so we cannot yet publish a score for this area.

We did not look at Independence, choice and control during this assessment. There is no previous rating for the Caring key question so we cannot yet publish a score for this area.

The service listened to and understood people’s needs, views and wishes. Staff responded to people’s needs in the moment and acted to minimise any discomfort, concern or distress.

Staff provided emotional support to patients, families, and carers to minimise their distress. They understood people's personal, cultural, and religious needs. Staff gave patients and those close to them help, emotional support, and advice when they needed it. All contact between staff and patients was conducted professionally, sensitively and in a way which respected confidentiality and the emotional wellbeing of both patients and their relatives and carers.

Staff we spoke with understood the emotional and social impact that a patient’s care, treatment, or condition had on their wellbeing and on those close to them. Staff supported and involved patients, families, and carers to understand their condition and make decisions about their care and treatment. Staff talked to people in a way they could understand, using communication aids where necessary.

A mother who’s child had learning disabilities told us staff were compassionate and kind to both her and her child and took the time to understand how to best meet her child’s needs and alleviate any possible distress.

The service cared about and promoted the wellbeing of their staff and supported and enabled staff to always deliver person-centred care.

Staff felt respected, supported and valued. All staff we spoke with felt positive and proud about working for the provider and their team. One member of staff who had worked at the service for several decades told us she continued to work there because it’s a great place to work and the team were like family.

Staff felt well supported by local managers and knew they could raise concerns and provide feedback if required. Staff had regular team meetings with local managers who were aware of the need to support colleagues and advocate on their behalf.

There was a wellbeing hub for staff which was advertised in multiple places across the hospital, including the service’s staff room and hospital coffee shop. Staff had access to a variety of wellbeing services such as physical wellbeing support with a physiotherapy service, occupational therapy, weight management, stopping smoking, keeping fit. There were mental health wellbeing service providing stress management, staff psychology service, counselling, wellbeing hubs, access to NHS digital applications and national support services. Financial wellbeing services were available to staff with instant pay options, cost of living advice, money saving tips, support accessing food banks, NHS discounts, salary sacrifice, and opportunities to access financial support. Flexible working, access to Freedom to Speak Up Guardians, a pension scheme and advice service, retirement scheme and advice, pastoral and multi-faith support, coaching, mentoring, and mediation were also available.