Enter and view: West Middlesex University Hospital In-Patient Wards
Download (PDF 9.48 MB)Summary of report content
Healthwatch Richmond-upon-Thames and Healthwatch Hounslow undertook six enter and view visit to the inpatient wards at West Middlesex Hospital between January and February 2026. They spoke to 98 people.
94% of patients had an overall positive experience with members of staff. This is notable and certainly supported by Healthwatch observations. Respondents raised concerns about timely staff assistance. While this was a theme across wards, multiple patients’ feedback from Osterley 1 was particularly concerning.
94% of patients reported receiving clear explanations of their care from staff. 19% did not feel involved in decisions about their care. Patients reported being “moved…with no notice or explanation,” unclear discussions around discharge, and minimal conversations with staff members about their care. Almost a quarter of patients did not know what was happening next in their care journey. This left them in a state of “limbo” and uncertainty.
6% of patients described their ward as clean. Several patients praised the cleaning staff for doing “a good job.” Patients and Authorised Representatives identified concerns over the upkeep and cleanliness of bathrooms, particularly in Osterley 2 and AMU.
Many patients reported poor WiFi connections and a general lack of entertainment options. Patients reported that more entertainment options would improve their hospital stay. 41% of patients reported negative night time experiences, describing high noise levels and “lights [that] can be on.” Patients also reported staff shortages and lower levels of attentiveness at night. 17% of patients reported witnessing aggression or patients shouting at staff members. Despite this, patients overwhelmingly felt safe on their ward and many commended staff on how well they had handled these stressful and aggressive situations.
Patients spoke positively about mealtimes. Outside of mealtimes, patients reported difficulties and delays with getting food or drinks. Patients reported a lack of food options in the Emergency Department.