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Patients & Visitors Information

INFORMATION FOR PATIENTS: We aim for the following outcomes for our patients

Inpatient outcomes

All patients will have Care / Action plans instigated on admission according to individual need. Mildmay will use a number of core plans that ensure standard practice and pathways are followed in line with expectation of current best practice and legislation.

Each care plan will be individualised for each patient once formal needs assessment has been achieved within that specific area. The core plans will be reviewed on a daily basis and formally reviewed by the wider IDT each week at the inter-Disciplinary Meeting. If any changes to the patient’s condition should occur, this will be reflected in amendment to the care plan.

Working with the Mildmay Inter disciplinary team patients will be encouraged to set their own goals and work towards the following outcomes or others that they have identified as important across key areas.

HNCI outcomes

As a result of treatment Mildmay would expect patients to have progressed towards or exhibited improvements in some or all of the following areas:

  • Reductions in challenging behaviours.
  • Improvement in overall up-take of medication (this will vary from patient to patient depending on severity of impairment with the key emphasis on 100% adherence even if still monitored on directly observed therapy.
  • Improvement in physical condition that could impair independence for example; incontinence, pressure sores, reduced mobility.
  • Greater insight into condition and how to use strategies to prevent future decline in health.
  • Re-established ability to self care for example: independently able to wash and dress, prepare light snacks and drinks.
  • Re-established ability to understand and utilise memory tools to assist with adherence to medication.
  • Improvement in money management.
  • Improvement in road safety.
  • Better understanding of safer sex practices.
  • Increased knowledge of partners, carers, family and friends to offer support where appropriate (wherever possible).
  • Optimisation of patients ability to return to community living with minimal support (wherever possible).

Complex physical rehabilitation outcomes

Patients are usually admitted to Mildmay post Acute Hospital admission for rehabilitation following unplanned admission requiring short term intensive improvement in physical condition. As a result of treatment Mildmay would expect patients to have progressed towards or exhibited improvements in some or all of the following areas:

  • Improved or patient instigated self management of adherence as a result of Mildmay’s education and training.
  • Improvements in patients mobility.
  • Improvement of nutritional condition and education / support for patients that have artificial feeding.
  • Overall improvement in the daily activities of independence (meal preparation, budgetary management).
  • Optimisation of patients ability to return to community living with minimal support (wherever possible).

End of life outcomes

To ensure Mildmay conforms to standards within the National End of Life Care Programme the patient can expect the following outcomes:

  • Adherence to patients wishes within the patients journey, based on previous discussions wherever possible, or those of family/carers.
  • The patient has been supported to come to terms with their condition and prognosis
  • A high standard of palliative medical intervention has been provided to ensure symptom control is well managed.
  • The patient and family, friends, partners etc has been treated with dignity at all times
  • To ensure that the patient has had peaceful environment through appropriate bed management.
  • The patients cultural and spiritual needs have been addressed and met.
  • Support and assistance to family, friends, partner to be provided following bereavement and also participation in onward referral to appropriate support.

Respite outcomes

As a result of a short admission for a patient that may be in crisis that does not require Acute Admission, patients could expect some or all of the following outcomes:

  • Patients were given access to medical and nursing teams to aim to resolve short term goals that can be followed up in a community setting.
  • Where the patient has been withdrawing from appropriate support mechanisms Mildmay has ensured continuity of community services.
  • Where adherence to medication is chaotic and may create imminent health problems Mildmay has assessed and educated the patient and referred for appropriate management.

Day services outcomes

  • Better maintenance of physical, mental and emotional health within the community.
  • Improved ability to use and be part of community services.
  • Reduction in incidences of readmission to hospital due to non adherence.
  • Improved patient confidence and understanding around managing their condition.

Developing consortia and partnerships

Mildmay will seek to develop ongoing partnerships and work in consortium with NHS other HIV service providers to encourage excellence. Outcomes will include:

  • The sharing of best practice through research, publication and membership of relevant forums.
  • Input into the development of innovative teaching and training methodologies.
  • Improved outcomes and services for patients through consortia approach when developing new areas of service provision.


Virtual Tour


Information coming soon on arrival to moving into our new Hospital;

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Our Services

Our interdisciplinary team


The team is led by a world renowned consultant who is actively involved with the care of patients.


Advanced initial assessment is carried out to identify patient’s neurological, musculoskeletal, respiratory, mobility, exercise tolerance limitations and needs around functional activities essential for daily living. These assessments feed into an individual’s patient centred and long-term goals, and are reviewed weekly, helping patients to build up an optimistic approach to rehabilitation at Mildmay.

Dietician services

A Mildmay dietician assesses the needs of each patient and devises a plan based on that assessment. This can include advice, nutritional supplements and artificial feeding where necessary. Our dietician will also have input into Mildmay’s catering policy, ensuring adequate and appropriate meal provision and content for all patients.

Speech and language therapy

Mildmay offers a highly specialist speech and language therapy service to hospital inpatients for assessment and rehabilitation of acquired disorders of speech,communication and swallowing.

Occupational therapy

Mildmay’s occupational therapy team provides a programme of assessment and +interventions considering physical, psychological and cognitive impairments. This includes cognitive performance rehabilitation, ward based occupational therapy, provision of assistive equipment and home assessment visits.

Psychological therapies

The Mildmay provides a highly specialist neuropsychological assessment around HIV associated cognitive difficulties. We also provide assessment and interventions for referred problems including depression, anxiety, risk behaviour, bereavement and non-adherence to medication, available to the individual as well as their carers and family. Therapy approaches include cognitive behavioural therapy, systemic approaches and interpersonal therapy.

Social care

An assessment of needs is carried out for all patients on admission. We then provide practical and emotional support around issues such as personal finances and housing, and ensure the patient has all the necessary referrals for their future care needs on discharge.


The psychiatric service provided at Mildmay is a liaison psychiatric service that is an integral part of the medical team. It is led by a consultant liaison psychiatrist with expertise in the psychiatric problems of people living with complex HIV conditions.


The Mildmay provides one-to-one counselling around a variety of issues including health, family, diagnosis, relationships and end of life issues. Counsellors will also liaise with family members on future care needs if the patient is returning home, as well as addressing possible issues including changes in relationships or circumstances ,financial and emotional support, HIV testing of family and end of life arrangements.

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Coming to Mildmay

Welcome to Our New Hospital

Catherine Ward and William Ward

My name is Rebecca Nikurawo. I am the Registered Manager and Director of Nursing here at Mildmay, and my job is to make your stay on the ward as comfortable as possible. I work with a team who all welcome you to our hospital.  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 me or one of the ward team.

Mildmay hospital has 26 inpatient beds, across two wards, all rooms are single occupancy and en-suite.  Our two Wards are spread over two floors – William Ward and Catherine Ward – named after our founders William and Catherine Pennefather.

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, as well as a small chapel, laundry room, kitchens, dining room, small courtyard garden and a large multi-gym – the domain of our Physiotherapy Team.

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.



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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

Relatives calling the wards

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 wards are called Catherine Ward and William Ward  telephone numbers are:

William Ward: 0207 613 6300/ 6301/6401

Catherine Ward: 0207 613 6302/6303/6304

times are given below.

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Staying & Leaving

Can I bring in my own property?

We strongly advise you to only keep essential belongings and valuables with you in hospital.  Each of our ward bedrooms has a safe; however we recommend that valuable items are stored in the main safe located in the nurses’ office.

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 ward host who assists with lunch and supper times.  They will discuss the daily menu choices with you and 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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Our Team

Senior management team:

  • Ross White  –  Chief Executive
  • Simon Rackstraw – Medical Director
  • Rebecca Nikurawo – Registered Manager & Director of Nursing
  • Kerry Reeves-Kneip    Director Fundraising & Communications
  • Clare Emery – Head of Business Development & Planning


Fundraising Team

  • Juley Ayres                Communication Manager
  • Ian Montgomery        Trust Manager
  • Kate Barnes                Fundraising Executive
  • Fabian Valencia         Fundraising and Community Support Executive




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Getting Involved

Become a member of the Mildmay Community



Giving your time freely is an invaluable gift and can make a huge difference to the lives of those you will benefit. Volunteering is a fantastic way to gain fresh experiences, meet new people and have lots of fun whilst developing your own skills.


Community Development

Are you part of a local community group? Why not discover what benefits we may provide to your group. Let’s build up our local communities by strengthening our networks.


HIV Network

Are you part of an organisation that supports people with HIV? Become part of the Mildmay Network and link into resources that support healthy-HIV living.


Community Awareness & Education

Mildmay hospital has a wealth of knowledge on many areas of HIV and healthcare. Why not invite one of our community advisors to your community group, school, college or even place of work? We provide tailored talks on a variety of topics.


Community Faith

Mildmay is a pioneer in faith-led assertive outreach. Apart from having a strong foundation of chaplaincy care, we continue to build upon our community faith networks. Would your faith community benefit from a healthcare model that incorporates addressing faith needs? Invite us to your place of worship for a focused talk, become part of our HIV & Faith Network or attend one of our Multi-faith lecture days.


Community Support

Do you notice an HIV related need that is presently going unnoticed in your community? Perhaps we can facilitate finding a solution.

Volunteering – A range of opportunities awaiting you at Mildmay………


Mildmay volunteers are provided with a wide induction into many aspects of Healthcare – from ward work to community engagement.  As a volunteer, you will be placed into a role that suits your interests and your abilities. The roles are formulated to develop your abilities and increase your skills.


Ward Befriending – providing a listening ear, reading or simply chatting provides an environment that is secure, warm and friendly.


Hospital group activities – Assisting clients in hospital based activities (such as art and music classes). Work alongside therapists in specialised fields such as Speech and Language Therapy


Meal support – assisting catering staff to provide nutritious meals at lunch and dinner times.


Patient community visits – accompanying clients on group day trips to community activities such as garden projects, the theatre or local museums.


Chaplaincy – Volunteers offer support at services and through individual pastoral care. There is no need to be of a specific faith stance to volunteer within a chaplaincy role, only an open heart.


Administrative roles – Essential ‘behind the scenes’ work such as filing and department administrative tasks value the hands and brains of willing volunteers.


Fundraising. Fundraising volunteers are the face of Mildmay in the community and support the vital work of raising funds to support our charity and provide information.


What are the skills that we require of our volunteers?


 1. Self-awareness – a good level of self-awareness is essential.


2. Empathy/Sensitivity – developed abilities to empathize with vulnerable individuals and work sensitively with people who have limited capacities (both cognitive and/physical capacities)


3. Understanding of confidentiality, boundaries and disclosure – essential


4. Dual ability to be self-directed when necessary, and follow guidelines when necessary


5. For administrative roles, a good level of computer literacy is required.



Time commitment

Minimum time commitment of 4hrs weekly.

Fundraising also offers one off opportunities to volunteers,  for example World AIDS Day collections, as well as regular volunteering for specific projects and admin.




Our initial induction program will equip you with the information, abilities and confidence required to start the volunteering journey. As your volunteering develops, you will be offered selected in-house training courses. You will be offered full training in each new area of interest.


Our volunteer roles are demanding and rewarding. We encourage you to make use of your volunteer experience at Mildmay for your further career goals. We provide certificates of attendance for all courses that you have attended.


Volunteer roles are unpaid, but we do refund reasonable travel expenses and provide a nutritious free meal for all volunteers!


The Next Step

Once you have filled out an application form we’ll invite you to join us for a short interview. 


Following a successful interview, you will be invited to an induction day where you will be provided with all the required training and information to start your volunteer journey.


Thank you for your interest! -We look forward to welcoming you to Mildmay.



Volunteering on the wards is excellent. So much so that I’ve encouraged my Uni friends to volunteer too!’


‘Volunteering has developed my listening skills, my understanding and my concern for others”


“I love speaking to members of the community about what Mildmay does! The fundraising events are exciting”


“Being part of Mildmay during the 2013 London Pride event was thrilling. We were right in the centre of the action!”


“I have developed skills and discovered talents that even I didn’t know I had!”


“Mildmay supports me in developing and marketing my abilities”

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Your Views

What do I do if I have a complaint or a concern or want to tell you how good my experience has been?

Remember we are all here to make your stay as comfortable and problem free as possible. We expect our staff to treat you courteously and with respect at all times and to sort out any concerns you have at an early stage. So, the best and quickest way of getting something sorted out is to raise it at the time, or as soon as possible, with a member of the ward/department staff.

I am in charge of the ward and will be happy to discuss any concerns you may have. It is also excellent to hear about things that you feel we do well, or staff who have made your stay particularly special so that I can pass on your thanks.

Even though we try, we may not get things right all of the time. If there is anything that you are worried about, or feel we could do better, please let me know as soon as possible so that I can fix it quickly.

Should you wish to make a formal complaint, please ask a member of staff to contact me as the Registered Manager for the Hospital.

Rebecca Nikurawo, Registered Manager & Director of Nursing

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