- NHS hospital
Guy's Hospital
Assessment report published 3 June 2026
Contents
Ratings - Urgent and emergency services
Our view of the service
Date of assessment: 10 and 11 March 2026
We carried out an announced assessment of the urgent and emergency care service at Guy’s Hospital. This assessment focused on the urgent care centre (UCC), which provides walk-in treatment for adults and children over 1 year old with minor illnesses and injuries. The service operates from 8am to 8pm and forms part of Guy’s and St Thomas’ NHS Foundation Trust’s wider urgent and emergency care pathway, with the trust emergency department located at St Thomas’ Hospital.
Overall, we rated the service as good. Evidence showed the service delivered safe, effective and person-centred care. People were assessed quickly, and staff used recognised tools and pathways to make sure they received the right care in the right place. The service met national 4-hour performance standards, and most people experienced short waits and positive outcomes.
Staff consistently demonstrated kindness, professionalism and respect. People told us they felt listened to and involved in decisions about their care. The service also made reasonable adjustments for people with additional needs, including those with learning disabilities or communication needs. Care was evidence-based and person centred, with staff demonstrating good understanding of the scope of the service. Multidisciplinary working supported effective care delivery. There was strong teamwork between emergency nurse practitioners (ENPs), general practitioners (GPs) and assessment nurses, and staff described a positive and supportive working culture.
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. Systems for managing deteriorating people, triage, safeguarding and infection prevention were effective. Leaders maintained oversight of risks and performance through established governance processes.
People's experience of this service
People consistently told us they were treated with kindness, respect and compassion when using the urgent care centre. They said staff listened to them, took their concerns seriously, and provided clear explanations about their care and treatment. This reflected what we observed during the assessment, where staff interacted with people in a calm, considerate and professional manner. Several people described staff as “kind”, “caring” and “reassuring”, and said these interactions helped reduce anxiety while they waited to be seen.
People felt safe and supported throughout their visit. Staff protected people’s privacy by holding conversations in private rooms and ensured children or those with additional needs were prioritised appropriately. People told us they felt able to raise concerns, ask questions and express preferences, and that staff respected their choices.
People said they were seen promptly and appreciated the efficient assessment and treatment they received. People also felt the service made it easy to access care. They could walk in without an appointment and were promptly redirected to other services where needed. Staff ensured people understood why another setting might be more appropriate and supported people to get there, arranging transport where necessary.