Enter and view: Charles Coward ward, North Middlesex University Hospital

Healthwatch Enfield conducted a follow up Enter and View visit to Charles Coward ward at the North Middlesex University Hospital, following a previous visit to the ward. The purpose of the visit was to talk to patients, visitors and staff to see if there had been improvements in patient experience on the ward since the previous visit.

Overall, this visit indicated that there had been improvements in patient experience on Charles Coward ward. A higher percentage of patients reported feeling informed about their care and treatment on the ward, including knowing who their named doctor was and knowing when they were due to be discharged. A higher proportion of patients reported feeling involved in decisions about their care and knowing how to raise a concern or make a complaint if needed. However, findings also indicated that a lower proportion of patients were aware of key information such as knowing if they have any tests planned and/or knowing that they could choose different types of food.

Feedback from patients, visitors and staff highlighted four main themes relating to their experience on Charles Coward Ward. These were:

• Bed capacity on the ward
• Patients getting care and treatment promptly, when needed
• Information provided to patients
• Lack of entertainment on the ward.

Healthwatch Enfield found that there had been improvements on Charles Coward ward since the previous visit, and patients, visitors and staff seemed relatively happy. Overall, staff were doing their best to provide safe, good quality care to their patients, in a ward with more patients than it was designed for. Nonetheless, it was clear that there were still further improvements that needed to be made. Healthwatch Enfield made a total of seven recommendations to the North Middlesex University Hospital to improve patient experience on Charles Coward Ward. The report features a positive response from the service provider.