Enter and view: Ward 16, University Hospital North Durham

Healthwatch County Durham carried out an enter and view visit to Ward 16 at the University Hospital of North Durham on 18 September 2018 to understand patients’ experiences of care and identify examples of good practice. During the three-hour visit, Healthwatch conducted 14 conversations with patients and staff. The visit formed part of a wider programme exploring patient experience across hospital wards within County Durham and Darlington NHS Foundation Trust.

Patients were overwhelmingly positive about their experiences, describing staff as friendly, caring and supportive. Many felt well informed throughout their treatment journey and said they were listened to and involved in decisions about their care. Patients particularly valued the attitude of staff, the quality of aftercare following surgery, the cleanliness of the ward and the variety of food available.

Healthwatch observed a busy but calm surgical ward that was clean, well managed and operated effectively as a team. Patients reported that requests for assistance were usually dealt with promptly. However, concerns were raised about noise on the ward, particularly at night, which made it difficult for some patients to rest. Patients also commented on the lack of entertainment facilities such as televisions and radios, and some felt staff had limited time for informal interaction because of workload pressures.

Healthwatch concluded that Ward 16 provided a caring, patient-centred service with strong teamwork and a positive culture. Recommendations focused on maintaining the high standards of communication and care, encouraging more opportunities for informal interaction between staff and patients, improving patients’ ability to rest by reducing noise levels where possible, and exploring options to provide entertainment facilities during hospital stays.