Enter and view: East London Foundation Trust Mental Health Wards - Mother and Baby Unit

Healthwatch Hackney visited the Mother and Baby Unit to evaluate the quality of care, focusing on patient experience, staff feedback and overall ward conditions. During the visit, they spoke to six patients (55% of the patients on the ward) who ranged in age between 23 and 42, and four members of staff – two healthcare assistants, a nurse, the lead nursery nurse and the unit manager. 

Key Findings on Patient Experience

Patients generally feel safe in the ward, valuing the constant supervision for themselves and their babies. The patient-staff relationship is generally positive. Patients especially value the night-time support and how the medium-sized ward promotes socialising and good relationships. 

The ward actively strives to meet patients' cultural and religious needs, and this is recognised by the patients, too. Despite these efforts, difficulties remain in securing face-to-face interpreters for less common languages like Amharic. 

Patient feedback on food in the unit is mixed. Many patients reported cooking their own meals or ordering hospital’s take aways. Patients dissatisfied with food wished for more variety and healthier, more nourishing options.

 The ward enforces a strict no-smoking policy, which patients are informed about before admission. While vaping is permitted, patients are encouraged to do so outside to protect the babies, and most comply by using the garden. Although none of the patients Healthwatch spoke to smoke or vape, they acknowledged the no-smoking rule. 

Patients generally have access to digital resources, with most using their own phones and tablets connected to the NHS Wi-Fi. However, the Wi-Fi is reportedly slow, leading some to rely on their mobile data instead. Although digital access meets most needs, one patient expressed a desire for traditional news outlets, like newspapers. 

Patients generally have a positive experience with the activities offered in the unit. They appreciate the variety and structure these activities provide, with many engaging in multiple activities daily. These not only offer therapeutic benefits but also create opportunities for social interaction and bonding with their babies. Patients find that the routine and small group activities help them feel more connected and supported during their stay. 

Patients generally have a positive experience with visiting arrangements, which they find support maintaining family connections and support networks. Visiting hours are flexible, and the ward provides family rooms to accommodate larger visits. 

The experience of patients regarding care plans, including their babies' care, is generally positive. Most mothers are satisfied with their care plan, that of their baby and with their and their families’ involvement. Only a minority are not aware of their care plan. Babies’ physical, emotional and developmental needs are supported by a highly skilled and committed team of nursery nurses and appreciated by all mothers, although a minority of mums expressed a wish for more independence in making decisions regarding their baby’s care.

Patients are generally aware of the mental health advocacy service, with some having used it and reporting a positive experience. On the other hand, access to benefits advice is less well-known. 

Most patients are aware of how to make a complaint, with several noting that multiple opportunities are provided to share concerns. They appreciate the approachable nature of the staff and, overall, they feel that their voices are heard, and staff are responsive to their feedback.