Enter and view: Austen Ward, The Harbour

Healthwatch Blackpool undertook an announced enter and view visit to Austen Ward at the Harbour on 25 June 2025. They spoke to 8 people.

Austen Ward is situated within The Harbour Hospital, accessible via a main road and close to the motorway. The external signage is clear to see when approaching the ward via the main corridor of the hospital. There is a car park to the front of the hospital, with disabled bays, and overflow parking available. As well as this, there are public transport links, with a bus stop directly outside the hospital. There is a locked-door policy on the ward and a reception area at the entrance, with a bell to alert the ward of your arrival. 

Healthwatch Blackpool had a positive experience overall on Austen ward. Staff and patients were extremely welcoming and the atmosphere was very calm and supportive. The majority of the patients Healthwatch engaged with were happy with their care, praising staff as great, very good, and caring, although some patients highlighted staff shortages, feeling ignored, and difficulty accessing senior staff such as the ward matron. Discharge communication from doctors was also noted as unclear. 

Concerns were raised about night-time noise and sleep disturbance, including loud staff conversations, banging doors caused by open windows, and bright torch lights during night routine checks. Patients shared the good variety of activities, with patients enjoying options like netball, quizzes, gardening, and gym sessions, though some reported barriers due to health issues or personal preferences. Opinions on food were varied, some appreciated being able to request meals in advance, while others reported not always receiving their choices, with complaints about portion sizes, desserts, and limited fresh fruit. Overall, feedback reflected both positive experiences and areas needing improvement. 

The main areas for improvement related to a need to reduce night-time noise, sleep disturbance and using an alternative option to bright torch lights during night time checks. Some patients mentioned that staff were often too busy, leading to feelings of being ignored or delays in support. 

Overall, the environment was clean and noticeboards were varied and contained lots of information. Austen ward can celebrate the many positives detailed throughout this report, and there are a few areas for improvement, detailed as recommendations.