Enter and view: St Austell Hospital, Harold White and Heligan Wards

Healthwatch Cornwall undertook an enter and view visit to Harold White and Heligan Wards at St Austell Hospital on 2 and 9 February 2026.  They spoke to 14 people. The purpose of the visit was to observe care delivery, gather feedback from patients and staff, and identify areas for improvement.

Overall, the visit found that care quality was generally positive, with patients and staff reporting good experiences, although several improvement areas were identified.

The hospital provides inpatient services primarily for elderly patients and those requiring rehabilitation, with both wards having 23 beds plus additional escalation spaces.

Observations indicated that the wards were clean, well-lit, and staffed by respectful and patient-centred professionals. Staff were seen supporting patients appropriately, and infection control practices such as PPE use were consistently followed. However, some issues were noted, including outdated information on ward noticeboards, incomplete staffing displays, and safety concerns caused by potholes and surface water in the car park area.

Feedback from patients was overwhelmingly positive, with all patients describing staff as kind and most praising the quality of care. Several patients highlighted that care at this hospital felt more personalised and effective than at larger acute hospitals, with better attention to recovery and longer-term needs. Nonetheless, concerns were raised about the condition of the hospital grounds, particularly the access road.

Staff feedback was also positive, with team members expressing strong job satisfaction and pride in the care they provide, despite challenges such as occasional staff shortages. Staff described supportive management and emphasised the benefits of delivering longer-term, relationship-based care compared to acute settings.

Ward managers identified key operational challenges, including staff absences due to sickness, increasing patient complexity, and delays in support from Adult Social Care, which were said to contribute to longer discharge times and operational pressure.

The report made several recommendations, including reviewing staffing levels, improving coordination with Adult Social Care, addressing infrastructure issues such as road safety, ensuring information boards are kept up to date, and improving the suitability of escalation bed spaces.

In response, the provider acknowledged these issues and outlined steps being taken, such as monitoring staffing more closely, improving communication with social care, updating information boards, addressing site maintenance concerns, and limiting the use of escalation beds to appropriate patients.