West End Donor Centre

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

People were treated with kindness and compassion. Staff supported peoples’ preferences.

Find out what we look at when we assess this area in our information about our new Single assessment framework.

People felt they were treated with kindness, compassion and dignity. Staff were engaging and welcoming. We observed reception staff greeting and talking to donors on entry to the building and there was a relaxed atmosphere throughout the service. We observed kind and respectful interactions when donor-carer staff came to call donors and escort them to the pods for donation. Donors were given time and space to get comfortable in the donor recliner chairs. We observed good interaction with members of the centre team who disinfected the venepuncture site. Reception staff showed us the booking system which allowed donors to book at times that suited them.

We spoke with a first-time donor in the recovery area. They told us that all their questions were answered by members of the team. They expressed they were a little anxious beforehand and that staff had helped enormously. They told us it was a very smooth process for them, and they would come again. One donor said everyone they had interacted with were kind. They had never experienced pain or anxiety during a donation, but where confident staff would be responsive if they did. Another donor reported they had arrived one hour early for appointment and were still fitted in. They told us they had experience of many donor centres and that this centre compared very well.

There was a range of information on display in the form of leaflets, posters and signage. For instance, health promotion advice, how to book and expectations about your visit. Health promotion advice included advice on before and after donation and sickle cell. There was information about disability access, tell us how we did today and how to prepare to give blood. Expectation on timeframes – That the whole process could take up to an hour.

A post donor survey sought feedback on several key aspects of experience, including welcome on arrival, waiting time, staff professionalism, comfort and staff friendliness. Outcomes were judged against a national expectation of 80%. Staff friendliness, staff professionalism and being well informed all averaged 87%. Overall satisfaction rates demonstrated monthly improvement over the last 12 months. For instance, the rate for December 2024 was 76%, rising to 79% in December 2025. Action for improvements were monitored at the London monthly quality review meeting and through quality assurance teams.

The judgement for Treating people as individuals is based on the latest evidence we assessed for the Caring key question.

The judgement for Independence, choice and control is based on the latest evidence we assessed for the Caring key question.

The judgement for Responding to people’s immediate needs is based on the latest evidence we assessed for the Caring key question.

The judgement for Workforce wellbeing and enablement is based on the latest evidence we assessed for the Caring key question.