Enter and view: Ward 7, University Hospital North Durham

Healthwatch County Durham carried out an enter and view visit to Ward 7 (Treetops) at the University Hospital of North Durham on 21 August 2018 to understand patients’ experiences of care and identify examples of good practice. During the three-hour visit, Healthwatch carried out 10 individual conversations with patients and staff and received two completed surveys before the visit, providing feedback from 12 participants in total. 

Patients and families were overwhelmingly positive about the ward, particularly praising the friendliness, professionalism and empathy of staff. Parents valued the way staff communicated with children as well as adults, taking time to answer questions and explain treatments clearly. Many said the ward had a welcoming, family-like atmosphere, helped children feel at ease and made patients feel listened to, respected and involved in their care.

Healthwatch observed a clean, spacious and child-friendly environment with good facilities for children and families, including toys, games, kitchen facilities and baby care equipment. The ward was considered safe, well organised and adequately staffed, with positive communication between staff, patients and visitors. Families appreciated being kept informed and noted that issues were dealt with quickly and effectively. Minor concerns included noise affecting sleep, requests for more staff and resources, occasional waiting times, and suggestions for improvements to facilities such as access to drinking water and television controls. 

Healthwatch concluded that Ward 7 provided a high-quality, child-centred service with strong communication, positive staff attitudes and a supportive environment. Recommendations focused on maintaining the friendly and family-oriented culture, preserving effective communication with children and families, retaining the high standard of facilities and cleanliness, and continuing to ensure that patients feel involved, informed and cared for throughout their stay.