Enter and view: St Michael's Hospital, Orthopaedic Department

Healthwatch Cornwall undertook an enter and view visit to the Orthopaedic Department at St Michael's Hospital on 10 November 2025.  They spoke to 12 people.

The purpose of the visit was to observe the service, gather feedback from patients and staff, and identify areas for improvement. Twelve patients and several staff members were spoken to, and overall feedback about the service was largely positive. 

The orthopaedic department provides both inpatient and outpatient services for musculoskeletal conditions and injuries, including surgeries for joints such as hips, knees, hands, and feet. It is supported by services such as imaging, physiotherapy, occupational therapy, and pharmacy, and includes two inpatient wards for pre- and post-operative care. 

Observations during the visit highlighted a clean, well-organised, and welcoming environment. Staff were seen to be kind, attentive, and communicative, keeping patients informed and supporting those with mobility issues without rushing them. Appointments were running on time, and facilities such as waiting areas and wards were well maintained. However, some issues were noted, including blocked disabled parking spaces and an administrative error that caused delays for some patients awaiting surgery. 

Patient feedback was predominantly positive, particularly regarding staff attitudes and the quality of care. Most patients described staff as kind, caring, and professional, and many felt well looked after. Some patients praised the coordinated approach to their care and the thorough preparation for surgery. While many reported that waiting times were shorter than expected, a few raised concerns about discharge information, particularly regarding wound care, and about limited parking availability. Some patients also expressed concern about possible future changes to staffing that could affect the personal nature of the service. 

Feedback indicated a strong sense of teamwork and pride in the service, with staff feeling that patients received high-quality care. However, concerns were raised about planned administrative restructuring, including potential job losses, and the possible negative impact on patient experience and safety. Managers reported that patient satisfaction and infection control standards were very high, and that initiatives such as joint clinics and education sessions had improved patient experience. They also acknowledged ongoing challenges in reducing waiting times and expressed similar concerns about the effects of organisational changes. 

The report made several recommendations for improvement. These included improving access to disabled parking and signage for drop-off areas, ensuring patients receive clear discharge instructions, continuing to review waiting times, considering staff concerns about administrative changes, and improving processes to reduce delays and cancellations. 

In response, the provider welcomed the positive feedback and agreed to review parking arrangements and discharge communication. They stated that waiting times are regularly monitored and that efforts are ongoing to meet national targets. The provider also acknowledged staff concerns about organisational changes and noted measures to reduce surgical cancellations, such as reminder systems and improved tracking of last-minute cancellations.