The Hillingdon 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

Staff consistently demonstrated kindness, compassion, and respect towards patients, fostering a positive and supportive atmosphere. Many patients described staff as friendly, caring, and attentive, with 1 patient referring to the hospital as "my second home," reflecting the trust and comfort built by staff.

The service showed a commitment to treating patients as individuals, catering to their emotional, cultural, and spiritual needs.

Despite the compassionate care provided by staff, there were concerns about maintaining patient dignity and comfort, particularly in the Surgical Assessment Unit (SAU).

Furthermore, while the service supported staff wellbeing and had designated break areas available, some staff reported that limited workspace, inadequate rest areas, and increased hours due to staffing shortages impacted their overall working conditions. The trust had recognised the ward environment as a concern and listed it on the risk register. Addressing these concerns would directly impact staff ability to provide care and contribute to a positive working environment

This service scored 65 (out of 100) for this area. Find out what we look at when we assess this area and How we calculate these scores.

Staff consistently demonstrated kindness, compassion, and respect towards patients, fostering a positive and supportive atmosphere. Patients reported that staff were very caring and friendly, with 1 patient even describing the service as "my second home," reflecting the trust and comfort built by the staff., it was noted that staff took measures to maintain patient dignity, such as always pulling the curtain during care interactions and offering chaperones when necessary, ensuring that patients felt respected and secure.

Staff and management were observed to be supportive and flexible, contributing to a positive working environment and enhancing the quality of care provided. For instance, a patient on Jersey Ward was allowed to have their emotional support dog visit for a few hours each day, demonstrating the service’s commitment to catering to individual emotional needs.

The service also received positive outcomes from the Friends and Family Test (FFT) in June 2024, with 92% of responses being positive and only 5% reflecting poor experiences.

Patients generally felt that staff genuinely cared about their wellbeing and took time to interact with them in a respectful and considerate manner. Staff were discreet and responsive, ensuring that patient privacy and dignity were maintained during interactions. However, maintaining patient dignity and comfort in the Surgical Assessment Unit (SAU) was sometimes challenging due to the limitations of the environment. Patients who stayed longer than 24 hours in the SAU, often due to bed shortages, did not have access to adequate facilities such as washing areas, inpatient beds, or hot meals. Despite these environmental constraints, staff remained committed to providing compassionate care within the limitations they faced.

The service demonstrated a strong commitment to treating patients as individuals, ensuring that care, support, and treatment were personalised to meet each patient's unique needs and preferences. Patients consistently felt heard and respected and expressed satisfaction with how the service responded to their specific situations, promoting a sense of value and dignity.

Staff were observed making adjustments to cater to the emotional, cultural, and linguistic needs of patients. For instance, interpreters were provided to assist patients who did not speak English as their first language. One patient who spoke Punjabi reported that interpreter services were readily available, significantly enhancing her ability to understand and engage with her care. Such efforts ensured that patients’ linguistic and communication needs were comprehensively met.

Culturally and religiously appropriate care was also prioritised by the service. Halal meal options were offered to cater to dietary needs, and spiritual facilities, including a chapel and an Islamic prayer room, were available, allowing patients to practice their faith comfortably. These facilities and services highlighted the service’s inclusivity, making patients feel supported regardless of their cultural or religious background.

Additionally, the service provided specialised care for patients with dementia, learning disabilities, and mental health conditions. Staff used tools like ‘This is Me’ documents and patient passports to ensure that care was personalised, and that all relevant information was accessible. Policies were applied effectively to meet the communication and information needs of these patients, ensuring their care was not only supportive but also tailored to their individual requirements. This approach reinforced the service’s dedication to delivering compassionate, respectful, and inclusive care that fully acknowledged and responded to each patient’s personal, cultural, and emotional needs.

The service actively promoted patient independence, ensuring that individuals were aware of their rights and had opportunities to make informed decisions about their care, treatment, and overall wellbeing. Patients consistently reported feeling listened to and valued, expressing that their preferences were respected and that they had control over their care choices. This environment fostered a sense of autonomy, reinforcing the service’s commitment to patient-centred care.

Consent forms for surgery were reviewed, showing they were completed appropriately, with all associated risks clearly communicated. This allowed patients to make well-informed choices about their treatment options. The service also provided a system for patients to self-administer medication, further empowering them to manage their care.

The service made considerable efforts to accommodate individual needs and preferences, offering resources like information leaflets in some non-domestic? languages and providing interpreter services to support effective communication. This ensured that patients, regardless of language barriers, could engage fully in their care decisions. Staff also supported patients with sensory impairments, ensuring they had access to communication aids and resources, making them active partners in their care and enhancing their independence.

While the service’s commitment to promoting independence and respecting patient choice was evident, there were some lapses in the self-administration of medication process. Consent forms for self-administration were not always completed or filled out correctly, leading to confusion over whether a medication had been administered by the patient or by a nurse.

The service did not always meet patients' immediate needs, with occasional gaps leading to discomfort or dissatisfaction for some individuals. For example, 1 patient highlighted that food options did not accommodate their specific dietary requirements, and the absence of nutritional information limited their ability to make informed choices. This required a family member to bring food from outside. The trust informed us that it provides a range of culturally appropriate dietary options, with allergen coding, nutritional labelling, and bespoke support from dietitians available to meet individual needs. Additionally, another patient reported dissatisfaction with pain management during a prolonged 48-hour stay in the Surgical Assessment Unit (SAU), indicating lapses in addressing comfort and wellbeing. These specific incidents pointed to areas where the service should improve to ensure consistent responsiveness to all patients' needs.

Despite these isolated challenges, the service demonstrated a generally strong understanding of patients' needs, views, and wishes. Observations showed that staff were proactive in engaging with patients and addressing their concerns promptly, often using appropriate tools and technology, such as emergency response systems, to provide timely and effective support. For example, staff effectively escalated care when patients required urgent assistance, showcasing their ability to respond competently in critical situations. These strengths indicate that while the service has occasional lapses, its overall practices reflect a commitment to addressing patients’ immediate needs efficiently.

Some staff expressed concerns about the physical environment and working conditions, which they felt impacted morale and overall wellbeing. Issues raised included limited workspace, inadequate lunch areas, and extended working hours required to manage staffing shortages. Domestic staff also highlighted that some equipment provided, such as dustpans and brushes requiring frequent bending, did not support a healthy or ergonomic work environment. These factors indicated areas where improvements were needed to fully promote staff wellbeing.

Despite these challenges, the service demonstrated a strong commitment to supporting staff wellbeing, recognising its importance in delivering high-quality, person-centred care. Staff reported feeling supported by middle management, including ward managers and matrons, who were described as approachable, flexible, and attentive to their needs. Adjustments were made to accommodate personal circumstances, such as childcare, creating a positive and accommodating working environment. Staff were observed being prioritised for breaks, reflecting management’s commitment to ensuring staff had adequate rest. Additionally, occupational therapy support was made available when needed, further demonstrating the service's holistic approach to staff health and wellbeing.