The Intensive Care Unit (ICU) at Tunbridge Wells Hospital has become the first in the UK to receive the prestigious HU-CI and AENOR Certification of Good Practices in Humanization of Intensive Care, setting a benchmark for hospitals across Europe.

The HU-CI Project evaluates different aspects of intensive care and the ICU team at Tunbridge Wells Hospital, part of Maidstone and Tunbridge Wells NHS Trust (MTW), scored an ‘Excellent’ rating across 160 standards ensuring the best care possible is being delivered.

Intensive care units care for people with serious and life-threatening conditions, with highly skilled staff using specialised equipment. The unit can be an overwhelming place for patients and their families, and they can feel lonely, isolated and uncertain about what the future holds.

Led at MTW by Senior Sister, Lucy Gosnell, the HU-CI certification process focuses on supporting the wellbeing of the patient, their family and the healthcare team around them, including promoting good communication, supporting the patient’s spiritual needs, enabling access to entertainment media, and making sure patients have access to natural light.

Small details, such as helping a patient shave, or brush their hair, can help boost their self-esteem and bring some normality to the hospital environment.

The Unit at Tunbridge Wells Hospital scored highly for initiatives such as its garden with bed and wheelchair access, and having an ‘open door’ so relatives can visit and feel involved. The team were also commended for supporting patients with language or communication difficulties, and even including visits from family pets.

While patients are in ICU, staff complete diaries for them which can help them understand what has happened during their stay, and follow up clinics help them talk through their experience and come to terms with what has happened to them. Expert support from physiotherapy, occupational therapy, speech and language therapy and psychology teams also helps with their long-term recovery.

Last year, Paul Osborne was critically ill and spent 82 days in the unit being treated for Group A streptococcal pneumonia.

Amy, his wife, said: “The ICU team at Tunbridge Wells Hospital have been fantastic; their care and support during – and after – an unbelievably difficult time has been amazing. I was able to have flexible visiting, which helped me care for our two children.

“Paul’s ICU diary helped him look back on his time in intensive care, and had a lot of support from the dedicated occupational therapy, physiotherapy and psychology teams. He also benefited from the follow up clinics after leaving hospital. We are grateful to the whole team for looking after us; they made us feel like part of their family.”

Hospitals with HU-CI certification have seen a reduction in patients’ length of stay in intensive care, and a decrease in the symptoms of anxiety and depression. Research has also shown a fall in the number of patients discharged to a care home or rehabilitation facility, helping them get home more quickly.

Matrons, Alexandre Marques and Alejandro Suarez said: “We are delighted to receive this important certification, which demonstrates the commitment of the ICU team to providing comprehensive, person-centred care and helping our patients take those important steps towards recovery.”

Dr Gabriel Heras, Director of the HU-CI Project, said: “I’d like to congratulate Tunbridge Wells Hospital ICU for all the excellent work they have carried out to develop people-centred care. They are the only intensive care unit in the UK – and the first in any English-speaking country – to achieve this, and to achieve it with a compliance level of Excellent makes them a benchmark for other units in the UK and in Europe. We encourage all ICUs in the UK to join this process.”

AENOR representative, Carolina Soto emphasised the importance of the certification, saying: “This recognition highlights Tunbridge Wells Hospital’s strong commitment to adopting a people-centred approach in its ICU. It reflects a profound dedication to prioritising the needs of patients and their families.”

She added: “Today, society places significant value on healthcare organisations delivering comprehensive care. This certification serves as tangible evidence of that commitment, fostering trust among patients, their loved ones, and healthcare professionals.

“This achievement forms part of AENOR’s broader initiatives to advance the humanisation of healthcare, particularly in critical care units. It validates the hospital’s focus on creating an environment where emotional well-being, clear communication, and patient dignity take centre stage. By earning this distinction, Tunbridge Wells Hospital ICU demonstrates its adherence to best practices that integrate clinical excellence with empathy and respect, setting a benchmark for compassionate healthcare.”

Financial support was provided as an Independent Medical Education Grant from Pfizer Limited, and the team are also grateful to the Trust’s Organ Donation Committee and the MTW Hospitals Charity for their support of the ICU garden and other projects which have contributed to the accreditation process.