Enter and view: Kingston Hospital Adult inpatient Wards

Healthwatch Kingston undertook an Enter and View visit to Kingston Hospital adult inpatient wards between November 2019 and January 2020. They spoke to 60 patients and relatives and 16 members of staff across six wards. Most patients were positive about the care they received, with many praising staff as caring, friendly, professional and responsive. Patients frequently commented on improvements in the hospital over recent years and highlighted positive experiences of treatment, communication and support from ward teams.

The strongest theme was the quality of staff attitudes and care. Patients often described nurses, doctors and support staff as kind, attentive and compassionate, and Healthwatch observed many positive interactions between staff and patients. Ward environments were generally found to be clean and well maintained. However, some patients reported inconsistencies in communication, particularly around treatment plans, discharge arrangements and having to repeat information to different members of staff. A small number also raised concerns about responses to call bells, support for older patients and communication between clinical teams.

Food, ward environments and discharge planning generated mixed feedback. While many patients praised meals and refreshments, others reported food being cold, unappealing or not always provided in a way that met individual needs. Noise at night, high temperatures on some wards and visitor noise were also raised as concerns. Communication around discharge was a recurring issue, with some patients feeling unclear about when they would leave hospital, what follow-up care was available and what support would be provided once they returned home. 

Healthwatch Kingston concluded that Kingston Hospital was providing high-quality care and that patients were generally very satisfied with staff and treatment. Recommendations focused on improving communication about care plans and discharge, ensuring vulnerable patients receive adequate support with meals, strengthening medication communication, maintaining ward cleanliness and reducing noise. The Trust accepted all nine recommendations and outlined actions to improve communication, discharge planning, patient involvement and mealtime support.