Patient centred communication on hospital wards

Healthwatch Coventry undertook research on patients’ experiences of inpatient care at University Hospitals Coventry and Warwickshire (UHCW) through a programme of ward visits. The work involved visits to 15 wards between 2014 and 2017, during which Healthwatch volunteers spoke with 433 patients, relatives and carers about their experiences of hospital care.

Overall, feedback was positive, with most patients praising staff for their kindness, professionalism and commitment. Patients generally felt they were treated with dignity and respect and were satisfied with the cleanliness of wards and the quality of clinical care. Many highlighted the dedication of nurses and other staff, often despite pressures on services.

The research also identified recurring concerns across a number of wards. These included communication issues, with some patients feeling insufficiently informed about their treatment, discharge plans or changes in care. Other themes included delays in obtaining assistance, call bells not always being answered promptly, noise at night affecting sleep, and mixed experiences regarding food quality and mealtime support.

Healthwatch concluded that while patient experiences at UHCW were largely positive, improvements were needed in communication, responsiveness to patients’ non-clinical needs and discharge planning. The report highlighted the value of regular patient engagement and noted that many issues raised during earlier visits had already led to actions and improvements by the Trust.