Enter and View: Adult Inpatient, Ward 2 Queen Elizabeth Hospital

Healthwatch Greenwich undertook an unannounced enter and view visit to Ward 2 at the Queen Elizabeth Hospital in February 2025.

Ward 2 is an acute medical unit that specialises in frailty care, providing treatment and support for patients with complex health needs. Patients have spoken highly of staff’s kindness, attentiveness, and professionalism, with many expressing gratitude for the care they received. The ward environment is clean and well-organised, with clear signage and information available for families on how to support their loved ones. Staff were observed working collaboratively to meet patient needs, demonstrating a strong team dynamic in delivering high standards of care. 

However, a few areas for improvement were identified. Communication regarding treatment plans and discharge processes was inconsistent, with some patients and families reporting that updates were only provided when actively requested. Additionally, there is a need to strengthen support for psychological well-being, particularly for patients who felt isolated during their stay. 

The availability and quality of food received mixed feedback. While portion sizes were generally adequate, some patients found the meals bland or lacking in variety. Others reported difficulties getting food outside standard catering times.

They observed two corridor beds, which staff attributed to high patient demand. However, their use compromises patient dignity and privacy and reduces ward accessibility, where a bed blocked a fire exit and another restricted toilet access. 

While notice boards provided clear information on feedback options, there was no displayed information on Martha’s Rule, and both patients and family members were unaware of this escalation pathway. 

Despite these challenges, patients and their families recognised and appreciated staff dedication and compassion. Addressing issues related to communication, psychological wellbeing support, and food quality, as well as reviewing the use of corridor beds and access to essential information, could further enhance patient experience on Ward 2, strengthening its already high standard of care.