Compassionate care for all: adult community specialist palliative care services - completed consultation and next steps

Programme summary and outcomes

The Compassionate Care programme is a north west London-wide transformation of adult community specialist palliative care, co-designed with patients, carers, clinicians, and NHS plus charitable hospices since late 2021. It aims to deliver:

• specialist nursing support available 12 hours a day, 7 days a week in each borough
• a 24/7 specialist telephone advice line
• around-the-clock “Hospice at Home” services
• enhanced End-of-Life Care beds (expanding from 8 to 54 across all boroughs)
• expanded outpatient clinics including lymphoedema, psychological, bereavement, day‑care and wellbeing support in each borough.​​​
• more equitable and culturally competent services
• £8.7 million in annual acute cost avoidance
• fairer NHS/charity funding balance and greater sustainability for local hospices.

Consultation Outcomes

The consultation, which ran throughout 2023, generated strong public support for the preferred option. Feedback helped shape the final model, with public and stakeholder input influencing service design.

Decision and sign-off

The formal Decision‑Making Business Case (DMBC) was approved by the NHS North West London Board in July 2025. The model received approvals through the London Clinical Senate, NHS England assurance, and NHS North West London governance processes.

Future of Pembridge Palliative Care In-patient Unit

The Board has confirmed the formal closure of the inpatient unit at Pembridge Palliative Care Centre, which has been closed since 2018 due to workforce challenges. Pembridge will continue to play a key role in community-based specialist palliative care, including day hospice, outpatient services, and home-based care.

Implementation plans

Sign-off occurred in July 2025, with full roll‑out expected over a two‑year period (through mid‑2027). Implementation will proceed in phases, starting with telephone advice and nursing teams, followed by infrastructure development such as new bed units.

Key Implementation Activities (2025–2027)

Monitoring and governance

Implementation will be monitored via regular reviews and quality assurance. Providers will report to NHS teams to ensure accountability and alignment with programme goals.

Stay involved during implementation

Although formal consultation is now complete, we continue to welcome public engagement. Please look out for opportunities to get involved. If you wish to register your continued interest to be involved, please email nhsnwl.endoflife@nhs.net

Contact us

If you have questions about the new model of care or would like to stay involved, please email nhsnwl.endoflife@nhs.net

Consultation archive

Access historic consultation documents and pages below

• Issues paper setting out why we were reviewing community specialist palliative care
• Public Consultation Document – Compassionate Care for All (2023)
• Consultation Summary Report – Final Findings
• Decision-Making Business Case (DMBC)
• Full programe webpages

Frequently Asked Questions (FAQs)

• Q: When will the new services be available in my borough?

A: The roll-out is phased over 2025–2027. Some services will begin sooner, others will take longer depending on infrastructure needs.

• Q: What changes will patients and carers notice?

A: Improved access to specialist nursing, 24/7 telephone support, consistent hospice at home access, and expanded outpatient services.

• Q: Will local communities still have a say during implementation?

A: Yes. We are continuing involvement activities and welcome feedback throughout implementation.

• Q: Who is delivering the new services?

A: NHS and voluntary sector partners will be appointed using NHS-approved Provider Selection Regime processes.

• Q: How will quality and safety be monitored?

A: Quality assurance processes and provider performance reporting are in place to ensure safety and service quality.