Enter and view: East London Foundation Trust Mental Health Wards - Connolly Ward

Healthwatch Hackney visited Conolly ward to evaluate the quality of care, focusing on patient experience, staff feedback and overall ward conditions. This report presents our findings and recommendations for improvement. The ward was visited twice, in November 2023 and April 2024 to gather sufficient feedback for a comprehensive portrait of their experience on the ward.

The overall environment is heavily influenced by patients’ behaviour; however, patients generally feel that staff are capable of handling challenging situations, which contributes to a sense of safety. On the other hand, incidents of theft undermine this feeling of security, adding stress and negatively impacting patients’ recovery. 

Patients generally have a positive relationship with the ward staff. Many feel listened to and respected, which helps them build trust and feel at ease. However, staff shortages can lead to patients feeling neglected and hesitant to seek help. Additionally, while some patients appreciate the presence of male staff, others feel uncomfortable and worried about their privacy, indicating a need for greater sensitivity and respect for personal boundaries.

While the ward makes efforts to be inclusive, only a minority of patients felt their needs were adequately met. Positive experiences include patients being able to use their preferred personal care products and having access to religious leaders when needed. However, some patients raised concerns about a lack of awareness and sensitivity towards specific religious practices, such as the need for hair coverings and private prayer spaces. 

Patients have mixed experiences with food on the ward. Some appreciate the quality and find the portions adequate, with a few even having favourite dishes. However, many are dissatisfied, citing the lack of culturally diverse meals and insufficient options for vegetarian and vegan diets. Due to these deficiencies, some patients are changing their eating habits, with vegetarians and vegans eating foods they would typically avoid, because their dietary needs are not met. Additionally, issues like insufficient portion sizes, chaotic mealtimes, and reports of mice in the kitchen further contribute to patients' dissatisfaction, leading some to rely on packaged foods or purchase food from outside. 

Patients’ feedback reveals mixed experiences, influenced largely by their ability to leave the ward and by the staff's approach. While the ward is no-smoking, with only vaping allowed, patients with leave generally have a positive experience since they can go outside to smoke independently. However, for those who need to be accompanied by staff, the experience can be inconsistent, depending on how flexible the staff on duty are. 

While some patients have access to their own mobile phone and can use the NHS WiFi, others find it too slow or do not know how to gain digital access.

Many patients appreciate the flexibility in visiting hours and feel their needs are met. However, issues like lack of privacy, restrictions on visits, and an overpowering smell of urine deter other patients from having visitors. 

While some patients feel actively involved in their care planning, appreciate the focus on personal goals, and value the inclusion of family in discussions, others feel their input is overlooked or are unclear about their care 5 plan details. Discharge is often marked by lack of clear communication, leading to uncertainty and frustration.

While some patients have found the IMHA services helpful and easy to access, others are unclear about the availability or purpose of these services. The ward leaflet incorrectly includes information about The Advocacy Project, while the ward information guide correctly includes Rethink but not its contact information. 

Patients generally feel comfortable raising issues with staff and believe their concerns are heard, although not always effectively resolved. Awareness of formal complaints channels like PALS varies. The QR code for feedback outside the ward’s office displayed “Survey closed” at the time of the second visit. No information about Healthwatch was observed in the ward, on the leaflet or the information guide. 

The ward faces staffing challenges, especially with the part-time occupational therapist and difficulties in recruitment. While one staff member felt staffing was adequate, most reported frequent shortages, leading to increased workload. 

Despite staffing issues, teamwork is strong, with staff feeling united in their goal of helping patients. They value the robust training provided by the NHS and feel comfortable seeking support from management. 

Staff suggest increasing patient involvement in daily tasks like cooking and cleaning to help them develop life skills and prepare for life after discharge, easing the transition back home.