This document provides information about London Central & West (LCW), a not-for-profit organization that provides various healthcare services in parts of Central, West and North London. LCW operates NHS 111 services, provides out-of-hours GP care, supports five Urgent Care Centers, and other services. It aims to provide patient-centered, timely, consistent, safe and seamless care through local recruitment and an ethos of putting patients first. LCW ensures high quality of care through monitoring patient satisfaction, clinical governance, and risk assessment. It is seeking both clinical and non-clinical staff to join its team.

1. Local Professionals with Local Knowledge
SUPPORT ADVICE CARE TREATMENT

2. ABOUT LONDON CENTRAL & WEST
We are a GP-led not for profit organisation
comprising local healthcare professionals who
provide a number of different services for people
living or working in parts of Central, West and
North London. LCW is a Certified Social Enterprise
with the Social Enterprise Mark.
OUR SERVICES
• NHS 111 provider to INWL (Hammersmith &
Fulham, Kensington & Chelsea and Westminster)
and NCL (Boroughs of Camden, Islington,
Haringey, Barnet and Enfield)
• GP Out of Hours provider to Hammersmith &
Fulham, Kensington & Chelsea, Westminster,
Ealing & Hounslow and parts of Brent
• Work in partnership with local NHS providers to
deliver services at five Urgent Care Centres (UCC)
located at Charing Cross Hospital, Hammersmith
Hospital, Chelsea & Westminster Hospital, St
Mary’s Hospital and St Charles Hospital
• Support local partners to deliver GP practices at
Hammersmith and Charing Cross hospitals (known
as Hammersmith & Fulham Centres for Health)
• A range of other services which support both
community and hospital care.

3. OUR ETHOS
The same qualities have underpinned LCW UCC
since it was set up 20 years ago, namely that the
patient is at the heart of a highly professional, and a
‘not for profit’ service delivered by experienced staff
familiar with the local environment. This approach
ensures that LCW UCC continues to be a real
benefit to the local community. We aim to do this
through local recruitment of both clinical and non
clinical professionals, and base our services in the
areas in which these are delivered.
OUR VISION
Our vision is to provide patient-centred services
ensuring care is timely, consistent, safe and
seamless. We aim to remain a high quality
unscheduled care provider who leads innovation in
service redesign to continually improve access and
choice for patients in our community.

4. ENSURING QUALITY CARE
LCW continues to monitor patient satisfaction
through a 1:25 survey of patient contacts. This
helps us to continuously review and improve the
services that we provide. We are proud of our
achievements in the past year and can report that
response satisfaction remains high at 99%. Here is
an example of two responses:
Both the person who answered the call initially
and the doctor that called back were warm,
professional, well informed and reassuring.
Brilliant service. Couldn’t have asked for more.
Feedback from OOH, Hammersmith & Fulham
A 79 year old woman called LCW to say our 111
service had saved her life at least four times and
she wanted to thank the team and doctors that
treated her.
Feedback from 111, West London
We are always keen to receive comments and
feedback from people who have had first hand
experiences of our service. If you would like a
questionnaire or want to comment then please
send an email to lcw111@nhs.net or call
0300 033 9898.
LCW ensures the principles of clinical governance,
audit and risk assessment are integrated and
embedded throughout the organisation and that
this can be evidenced by structures and processes
to support quality assurance which are recognised
and implemented by our staff and partners, to
ensure we meet national requirements.
Local professionals with local knowledge providing
services for local people

5. HOW TO BE PART OF OUR TEAM
Our social enterprise status and organisational
ethos mean we place social values at the heart of
our business and therefore we recruit locally where
possible.
Career opportunities exist across our services for
dynamic and committed individuals who can make
a difference. This includes clinical (GPs, nurses,
paramedics) and non-clinical staff (call advisors,
drivers, supervisors, managers) roles. We are
expanding and transforming our current portfolio
of services and LCW UCC is committed to growing
and developing staff to assist us with this.
If you’re interested in joining the unscheduled
care provider, please send a copy of your CV to
recruitment@lcw.nhs.uk or telephone
0300 033 9898 for more information.
LCW remains committed to developing staff to
equip them with the skills to provide the best level
of service to patients.

6. USE OF PATIENT DATA AND
PATIENT’S ACCESS
LCW provides a confidential service to all our
patients, including under 16s. LCW keeps a care
record of any assessments, examination, treatment
or care you receive from our staff and clinicians.
Under the Data Protection Act 1998, you have the
right to access your health records.
We may also release information about you to a
third party, but only other healthcare professionals
and only if they need any information in connection
with your treatment.
Please note our administrative staff have access to
your medical records. They are fully trained about
their duty of confidentiality.
For further information regarding Information
Governance please go to our website
http://www.lcwucc.com/health-information
GENERAL ENQUIRIES DURING
OFFICE HOURS
Contact us on:
Corporate line – 0300 033 9898
Email – info@lcw.nhs.uk
An NHS Commissioned Organisation
Mutual Society Registration:
London Central & West Unscheduled Care Collaborative Ltd
Register No 29910R - Registered Office LCW UCC,
St Charles Hospital, Exmoor Street, London W10 6DZ

7. HOW TO ACCESS OUR SERVICES
The national NHS 111 telephone service operates
24 hours a day, 365 days a year and is the best
way to access the services we provide. The NHS
111 telephone line is for non-emergencies – when
you ring you will be asked a number of questions
and following a short telephone assessment
we will be able to direct you to a local service
most appropriate for your needs. If you have an
emergency, you should dial 999.
All calls to the NHS 111 service are free from
landlines and mobile phones.
Alternatively, you can also get help online using the
following NHS approved websites:
NHS symptom checker –
https://www.nhs.uk/symptom-checker/
Department of Health – www.dh.gov.uk
NICE – www.nice.org.uk
The Social Enterprise Mark independently
proves when a business or organisation puts
profits towards social or environmental good.

8. NHS 111 is for non emergencies. When you ring you
will be offered a number of options including:
SELF-CARE
Coughs and colds / Diarrhoea / Headache / Grazes /
Hangover / Minor illnesses / Upset stomach
You can treat these sorts of conditions at home –
in fact, that’s the best place for you.
PHARMACIST
Diarrhoea / Headache / Sore throat / Painful cough /
Minor illnesses / Upset stomach / Skin conditions
Your pharmacist is a healthcare professional who can
provide advice and treatment for these common
conditions as well as dispensing prescriptions.
GP
Backache / Ear pain / High temperature / Vomiting
These are some of the things your GP can help you
with. Your GP is your first port of call for ongoing
illnesses or injuries.
URGENT CARE CENTRES
Wounds / Cuts / Sprains / Strains / Suspected breaks
If you have an urgent and severe but non-life-
threatening illness or condition then attend the
urgent care centre.
A&E
Blacking out / Bleeding you can’t stop / Severe chest
pain / Choking / Stroke / Suspected breaks
These are all emergencies and you need urgent
hospital care.