Enter and view: Crocus Ward

Healthwatch Wandsworth carried out an Enter and View visit to Crocus Ward at Springfield Hospital, an inpatient mental health ward for older adults with acute mental health needs, including depression, anxiety, psychosis and dementia-related conditions. The ward serves patients from Wandsworth, Sutton and Merton and provides treatment aimed at helping people recover sufficiently to return home or move to appropriate community-based care. 

Healthwatch formed a very positive overall impression of Crocus Ward and concluded that it was a good place to receive treatment and care. The ward was described as clean, comfortable, welcoming and stimulating, with a strong emphasis on dignity, personalisation and patient wellbeing. Patients, relatives and a former patient spoke highly of the care received and praised the kindness, understanding and listening skills of staff, particularly the consultant psychiatrist. 

The visiting team was especially impressed by the ward's exceptionally low readmission rate, with only one readmission reported in the previous year, suggesting positive outcomes for many patients following discharge. 

The ward environment was considered a particular strength. Accommodation consisted mainly of single rooms, with some shared rooms, and patients reported being satisfied with their living arrangements. The ward had been designed to support older people and those with dementia, featuring clear signage, personalised bedroom doors, accessible facilities, communal lounges, activity areas and secure access to a large garden. Patients' artwork and photographs were displayed throughout the ward, creating a welcoming and personalised atmosphere.

Healthwatch observed strong attention to privacy and dignity, including thoughtful design features such as frosted bedroom windows and private spaces where patients could meet with relatives. 

Patients reported high levels of satisfaction with their care and treatment. All those interviewed felt that their mental health was improving, and many described staff as friendly, approachable and supportive. Healthwatch observed positive interactions between staff and patients throughout the visit and noted strong leadership from ward managers. 

Care planning was multidisciplinary and involved patients, relatives and community teams where appropriate. In addition to psychiatric care, patients could access physiotherapy, occupational therapy, speech and language therapy and dietetic support. The ward was also seeking additional funding to strengthen support for patients' physical health needs. 

The ward offered a broad programme of therapeutic and recreational activities, including art classes, music and dancing sessions, relaxation groups, cognitive activities and community meetings. Patients particularly valued the art sessions and the opportunity to spend time in the ward's garden. Healthwatch found evidence that activities were helping to support recovery and maintain engagement during admission. 

Most patients expressed satisfaction with the quality and variety of food available. The visiting team observed mealtimes and found staff to be attentive and sensitive in supporting patients who needed assistance eating, while also encouraging independence where possible. 

However, Healthwatch raised one concern when a patient who reported having diabetes appeared to be offered sugary refreshments. While ward managers later reassured visitors that dietary needs were monitored appropriately, Healthwatch recommended ensuring all staff remain fully aware of patients' dietary restrictions. 

Family involvement appeared to be encouraged, and most patients reported maintaining regular contact with relatives. Relatives generally felt able to speak with staff and noted that concerns raised previously had been addressed through discussion. Nevertheless, Healthwatch felt that information available to carers could be strengthened, particularly around discharge planning and available support roles within the ward. 

Although the report was overwhelmingly positive, a small number of issues were identified.

Several patients were unaware that they had a designated "key nurse" who could act as a primary point of contact for concerns and care planning. Healthwatch felt that greater awareness of this role could improve patients' confidence and engagement. 

The most significant concern related to delayed discharges. Two patients experienced delays to leaving the ward because suitable community support or accommodation arrangements were not yet in place. Healthwatch viewed these delays as examples of wider multi-agency coordination challenges rather than failures by ward staff.