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Maidstone and Tunbridge Wells hospitals have received very positive feedback following patient-led assessments to review how the environment supports patient’s privacy and dignity, the quality of patient food, cleanliness of wards, and general building maintenance.

Every year, annual Patient-Led Assessments of the Care Environment (PLACE) inspections take place at every hospital in the country. This year, both hospitals have seen great results exceeding the national average scores in all categories.

The assessments see staff and local patient representatives analysing how the environment in a hospital (or other type of treatment centre) supports patients. It focuses entirely on the care environment. The results are reported publicly to show how hospitals are performing nationally and locally to drive improvements. Local results for 2016 are:


  • Maidstone – 98.73%
  • Tunbridge Wells – 99.80%
  • National average – 98.06%


  • Maidstone – 91.29%
  • Tunbridge Wells – 94.11%
  • National average – 88.24%

Organisation food:

  • Maidstone – 89.11%
  • Tunbridge Wells – 89.27%
  • National average – 87.01%

Ward food:

  • Maidstone – 92.36%
  • Tunbridge Wells – 95.80%
  • National average – 88.96%

Privacy, dignity and wellbeing:

  • Maidstone – 87.63%
  • Tunbridge Wells – 90.30%
  • National average – 84.16%

Condition, appearance and maintenance:

  • Maidstone – 93.61%
  • Tunbridge Wells – 96.51%
  • National average – 93.37%

Dementia friendliness:

  • Maidstone – 86.35%
  • Tunbridge Wells – 88.63%
  • National average – 75.28%

Disability friendliness:

  • Maidstone – 89.71%
  • Tunbridge Wells – 89.51%
  • National average – 78.84%

Following the assessment carried out last year, in 2015, Maidstone and Tunbridge Wells NHS Trust (MTW) has invested in making many of the improvements identified and this is reflected in this year’s results. The improvements included:

  • Completion of Maidstone main entrance refurbishment
  • Redevelopment of John Day Ward at Maidstone
  • Refurbishment of Maidstone Outpatients
  • Redecoration of A&E at TWH
  • New patient chairs in main outpatients and in the Ophthalmology outpatients area
  • New mealtime aids
  • Patient ward furniture
  • Redecoration of the bereavement room
  • Refurbishment of patient showers in Lord North Ward at Maidstone
  • Waste recycling containers
  • Development of the Medical Assessment Unit at Tunbridge Wells Hospital

This year, the assessments highlighted for the first time how well healthcare providers have done in ensuring their facilities are equipped to meet the needs of people with disabilities. Both MTW’s hospitals scored well above the national average in this new category.

Avey Bhatia, Chief Nurse, said: “We have put in a tremendous amount of work since last year’s inspection and are delighted to have made so many positive improvements for our patients.”

Jeanette Rooke, Director of Estates and Facilities, added: “This year, we have exceeded the national average results in every category. We are very proud of these results which reflect the Trust’s ongoing hard work and commitment to provide the best possible environment and services for patients and visitors.”