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Facilities and Services


Mildmay UK – is a dedicated HIV hospital and charity based in London’s East End which has been at the forefront of specialist HIV service delivery and care since 1988. We are currently Europe’s only centre dedicated to rehabilitation for people with HIV Associated Neurocognitive Disorder (HAND). It is estimated that 100 thousand people are living with HIV in the UK today, with around a quarter being unaware of their condition. Approximately 20% of people with HIV will at some stage struggle with some level of neurocognitive disorder. Many come to our hospital unable to walk, speak or feed themselves and are in need of 24 hour care. Through the treatment and rehabilitation at Mildmay,  around 80% of our clients can return home to live independent lives within their community. The quality of life is improved for all. This saves substantial costs to the NHS in terms of long-term nursing care (average of £30,000 per patient per year) or a care home placement (average cost £26,000 per patient per year).

In September 2014 Mildmay moved into our brand new purpose built hospital. This new hospital is a modern facility designed to meet the specific needs of patients and will enable us to care for even more people. Our new Inpatient Unit is a 26 bed facility across two wards.  Our Day Service has greater space and vastly improved facilities. Our new hospital, is part of our response to the growing need for our specialised care and our work to build a brighter future for people living with HIV.
Mildmay offers interdisciplinary assessment and rehabilitation services delivered on an inpatient or outpatient basis depending on the needs of the person.

Our patient pathway encourages as much self-management as possible and keeps people out of hospital. Seventy-five per cent of NHS expenditure is spent on long-term conditions, and effective management of those conditions, including HIV, is crucial in this tough economic climate. Mildmay’s key areas of expertise and service include:

  • HIV Associated Neurocognitive Disorder (HAND)
  • Rehabilitation for complex physical conditions
  • Respite care
  • End of life care
  • Day services

MildmayHospital075People in need of HAND assessment, rehabilitation and care will typically exhibit complex medical and behavioural symptoms, strained support networks or complex end of life issues. Our service model aims to ensure patients maximise their independence and receive the support and care they need to enable them to cope with dignity with a range of complex physical, psychological and social issues.

Our facilities

  • Twenty Six beds in large single rooms, all with en suite facilities. All rooms have free TV/DVD player, personal fridge and safe.
  • We have two wards across two floors. Each ward has a communal lounge, fully equipped kitchen, assisted bathroom and secure entry/exit system
  • Occupational therapy assessment centre – enabling our OT team to assess patient’s activities of daily living
  • Well-equipped physiotherapy gym
  • Day services centre with lounge, creativity space, treatment room and computers for client use with internet access
  • Separate dining room.
  • Our Day Service room leads to a small courtyard garden.
  • Meeting rooms are available for private meetings.


  • Twenty Six beds in large single rooms all with en suite facilities. All rooms have free TV/DVD player, personal fridge and safe,
  • Rooms are spread across two wards -Catherine Ward and William Ward, across two floors, each with communal lounge, fully equipped kitchen, assisted bathroom and secure entry/exit system
  • Occupational therapy assessment centre – enabling our OT team to assess patient’s activities of daily living
  • Well-equipped physiotherapy gym
  • Day services centre with lounge, creativity space, treatment room and computers for client use with internet access
  • Small courtyard garden.
  • Meeting rooms are available for private meetings
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Inpatient Unit

Mildmay offers a range of inpatient services for people living with HIV.  In patients can also access additional activities provided by the day services programme including art, music and horticultural therapy.

All patients arriving at Mildmay are encouraged to be involved in their own goal setting.  Care plans are formulated on an on going basis taking into account the wishes of the patient and the expectations of the referring clinician.

Mildmay’s approach includes a variety of clinical and social assessments and tailored interventions by its multidisciplinary team.

Admissions are welcomed Monday to Friday during office hours, however we are able to be flexible. patients can be admitted outside of these hours under exceptional circumstances following agreement with the medical director. Nursing and medical care is provided 24 hours a day.

Welcome to William Ward and Catherine Ward – Our Inpatient Department

Rebecca Nikurawo is the Registered Manager and Director of Nursing here at Mildmay, her job is to make your stay on the ward as comfortable as possible. Rebecca works work with a team who all welcome you to our ward.  We have put together this information for you and hope you will find it useful. If you need any further information or have any questions, please do not hesitate to contact Rebecca or one of the ward team.

Mildmay’s brand new purpose built hospital offers 26 inpatient beds across two wards. All rooms are single en-suite.

Each ward has a kitchen unit, nursing station, Ward office, treatment room, sluice, level access assisted bathroom, and a comfortable day room for the use of patients and their visitors to the ward.  The building also houses our Day Service facilities on the ground floor, a small courtyard garden, a small chapel, laundry room, kitchens and a large multi-gym – the domain of our Physiotherapy Team.

Some Frequently asked questions:

How will I know who everyone is?

It can be confusing knowing who everyone is but all staff are required to wear a photographic identification badge. All staff should also introduce themselves.  If they are not wearing a badge you should ask them who they are and if you are still not sure then you can request to speak to the person in charge.

Some staff you will meet

Nurses and Rehab Assistants: At the start of every shift you can expect the nurse who will be looking after you to introduce themselves. Rehab Assistants work with nurses to provide your care and assistance with day-to-day activities.  You can distinguish between the nurses and the rehab assistants by the colour of their uniforms; nurses wear blue tunics, whilst the Rehab Assistants wear lilac tunics.

 Doctors: You will have a named consultant who will visit you, but you will also be seen by other doctors in the team. They will discuss your medical condition and treatment with you.

Other members of the care team: A wide range of other clinical staff may be involved in your care and treatment. These include Physio and Occupational Therapists, Speech and Language Therapists, Clinical Psychologists, Dieticians, Social Workers and our Chaplaincy team.

Students: Mildmay offers placement opportunities for a wide range of students, including medical students, student nurses, social work students and students who are working alongside the different therapists.

Volunteers: Like many hospitals, Mildmay utilises groups of volunteers, some of whom are based on the wards and in Day Services.  Our Volunteers are involved in a wide range of different activities and you may well meet with some of them during your stay on the wards.

Can my relatives phone the ward?

You can expect the phone to be answered within 5 rings and for the person answering to introduce themselves. If they forget please do ask, and if it is longer than 5 rings, I do apologise but staff may be busy with patients. The ward telephones do have a voicemail facility, so it is possible to leave a message should your call be initially unanswered. To protect our patients’ confidentiality we are not able to give out any information on the phone. However, we can make special arrangements with you if you give permission for us to speak to your next of kin. The ward telephone numbers are:

William Ward: 0207 613 6300/ 6301/ 6401

Catherine Ward: 020 7613 6302/ 6303/ 6304

Will the staff understand my culture, beliefs, sexuality, age, religion, disability, gender and religion?

All staff should treat you with respect and dignity at all times.  It would be helpful if you could explain to staff if you have any specific needs in relation to the above so that we can make sure we get it right for you. We may not have knowledge or experience of your particular needs, beliefs or lifestyle but we want to know so that we can learn, and provide care appropriately. We have a chaplaincy service available for all faiths and beliefs and we can link you to specific support groups.

Similarly, we expect our patients to behave respectfully towards our staff, volunteers and visitors to the wards.

Can I bring in my own property?

We strongly advise you to only keep essential belongings and valuables with you in hospital.  We recommend that valuable items are stored in the main safe located in the nurses’ office and suggest you submit any money or valuable for safe keeping.

We ask that you only bring a small amount of money with you for daily purchases such as newspapers, or snacks.  However, in extreme situations where you need to hold more money during your stay, we are able to provide facilities.  Please inform a member of the team and they will be able to advise you.

When can my visitors come?

We welcome your visitors to the hospital and know how important their visits are to you. However, everyone in hospital needs rest to help them recover.

At Mildmay we like to maintain an ‘open door’ policy for visitors during the day as long as it does not affect patient care. We would also advise your visitors to call the ward prior to visiting to check that you will not be engaged with appointments. Any appointments and sessions booked with the therapists take precedence over visitors to the ward. We also ask that visitors leave the premises by 10:00pm as most patients will be going to bed by this time.

Please note that we operate a protected a protected mealtime system during the day for breakfast and lunch.  Any visitors will be asked to leave the ward for the duration of the mealtime, meal times are given below.

When can I expect to have my meals?

At Mildmay we have a dedicated in-house team of professional caterers who make every effort to provide nutritious and tasty food.   Please tell your nurse if you have any special dietary requirements.

We have a dietician Nicole, who assists with lunch and supper times. Daily menu choices can be discussed with you and we will try to offer alternatives if necessary.  We aim to be culturally aware and offer a culturally varied menu in order that our meal service reflects this.

  • Breakfast is served from 8:30–9.30am
  • Lunchtime is from 12:30–1.30pm
  • Supper is served from 5:30–6:15pm

If you feel the need for an extra drink or snack in between these times, you can prepare these for yourself in the ward kitchen unit, and if you need assistance, please do ask one of the Rehab Assistants to help you.  Where able, we expect our patients to wash up for themselves as part of their rehab, however assistance will be offered to those patients who are unable to perform this task.

As previously mentioned, we operate a protected a protected mealtime system for breakfast and lunch.  Any visitors will be asked to leave the ward for the duration of this time.  We use this system for the benefit of our patients to ensure that staff are able to provide assistance to those patients who require it during meal times.

Can I smoke, drink alcohol or take non prescription drugs when I’m in hospital?

Mildmay  Hospital operates a strict No Smoking Policy. If you are a smoker and in hospital for a longer period of time, your clinical team will be happy to discuss alternative nicotine therapy with you to make your stay more manageable. Alcohol and non prescription drugs may interfere with your diagnosis and treatment and taking them whilst in hospital could put you in grave danger. If you have a dependency please discuss this with your clinical team who will be happy to offer advice and help.

Can I watch TV, listen to the radio, and use the telephone, internet and mobile phones?

All rooms have Freeview television and a DVD/CD player.  We would ask that our patients show respect for others on the ward by keeping volume levels down to an agreeable level.

We have a small library of DVDs that you are welcome to borrow from.  Radios and telephones are not provided in individual rooms.

Mobile phones are permitted on the ward but all personal property is the responsibility of the owner. Each of our ward bedrooms has a safe and you can ask a member of staff for a key to your safe if you wish to securely lock your belongings away.

At present our rooms are not Wi-Fi enabled; however the internet is accessible from the computers in Day Services and arrangements can be made for using these outside of Day Service’s operating hours.  Please speak to a member of staff who will be happy to make the arrangements for you.

Can I leave the ward while I am still a patient?

Many of our patients leave the ward for tests or investigations at other hospitals. Staff will arrange an appropriate escort if this is required. You should always let the nurse in charge know if you want to leave the ward or hospital for any reason, and how long you expect to be away.

You may be advised by staff not to leave without an escort. This is for your safety and wellbeing.

How can I reduce the risk of catching an infection?

We have procedures in place to make sure that the hospital is as free from infection as possible and have one of the lowest rates of hospital acquired infections in the country. All staff must either wash their hands or use the hand gel before touching you and must be bare below the elbow. Staff are not allowed to sit on your bed and will always wear gloves and an apron if they are undertaking specific procedures.

If you notice that any staff are not following these procedures please do remind them or tell the nurse in charge so that s/he can remind them.

All patients and visitors should use the alcohol gel provided to clean their hands as they enter and leave any ward or department in the hospital, or wash their hands if they are visibly dirty. If any of your visitors have any infections such as coughs or colds or diarrhoea or vomiting please ask them to stay away until they have fully recovered.

What about going home?

The staff will work with you to plan your discharge from hospital. Once your medical team agree your discharge, other arrangements such as transport and medications need to be organised, and this can sometimes take a bit of time so please do have a little patience – we will try and keep you updated every step of the way.  Please note that Mildmay does not provide transport for your discharge, but our team will undertake to make the necessary arrangements for transport provision where appropriate.

Before you go home it is really important that you are clear how to take your medicine and who to phone/contact if you become ill or are worried about your condition. Do make sure you check any questions you have with the nurse who is arranging your discharge. It is natural to be a little apprehensive about leaving hospital but if you are feeling very anxious or worried then please do let us know and we will do everything we can to alleviate your fears or concerns and answer any questions.


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Day Care Services

Day services provide continued support and rehabilitation for patients once discharged from inpatient services as well as community based clients new to Mildmay.  A structured pathway of continued rehabilitation enables clients to fulfill and maintain their maximum potential within the community.  Day services work with both neurocognitively impaired  clients as well as those with complex physical needs, and develop packages of rehabilitation that are individually tailored to the person’s needs,

Our day services team develop goal plans which seek to maximize independence, promote skill acquisition and build confidence.  The programme can strengthen abilities and promote better maintenance of physical, psychological, cognitive and emotional well being within the community.  This can lead to improved ability to use and be part of community services and reduction in incidences of readmission to hospital due to non-adherence.

Day services offers flexibility for clients to ensure that their rehabilitation supports and enhances their daily living skills.  We also offer flexibility for purchasers and referrers enabling them to access full days or sessional work dependent on individual need.  All clients have three monthly reviews to check progress and ensure the continued suitability of the service.


Monday to Friday 10.00 –16.00 (except Tuesdays)


For more general enquiries email or call 020 7613 6347.


Where possible, Mildmay will utilise internal staff to translate. Otherwise Mildmay will use Hackney Translation Services. Extra interpreting costs will be met by commissions referring CNS/community matrons or gatekeepers or their PCTs by being charged to the contract.

Gatekeepers will be responsible for assessing need and informing Mildmay prior to admission of any patients requiring interpreting services. CNS/community matrons and Mildmay business and admission support staff will confirm prior to admission if interpreting will be required and agree funding.

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Our chaplains endeavor to ensure that spiritual, pastoral and religious care is on offer to all those who want it.  They are there to offer a listening ‘ear’ in all circumstances including end of life care.


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