Enter and View: The Discharge Lounge at the John Radcliffe Hospital

Healthwatch Oxfordshire visited The Discharge Lounge at John Radcliffe Hospital, in Oxford, in August 2024. It was part of a series of visits to services within Oxford University Hospitals NHS Foundation Trust (OUH).

Healthwatch Oxfordshire spoke to 8 patient and 9 staff members during their visit.

Key findings

• There were some challenges finding the Discharge Lounge. There was no clear directional signage provided from the main car park and there was a lack of clear signage indicating the way from the main entrance to the Discharge Lounge. Some of the signs are temporary, such as the 'Transfer Lounge' sign that is stuck over an old sign. Signs also used the words ‘Transfer’ and ‘Discharge’ Lounge interchangeably. 
• The Discharge Lounge was welcoming, clean, appears well-managed and has a quiet atmosphere.
• Patients expressed their appreciation for the interactions, medical care and support provided by the staff at the Discharge Lounge.
• The staff team is dedicated and feel a sense of appreciation for the opportunity to assist patients in their recovery journeys. They feel supported in their career development and professional training.
• Patients and staff expressed challenges over parking, privacy and corridors being blocked with trollies and boxes.

Recommendations

• Continued focus on addressing parking and transport issues to address concerns and ensure that there are sufficient spaces available for both patients and staff.
• Ensure that all signs to the Discharge Lounge use consistent terminology and are clearly visible.
• Expand the range of information displayed, including details about services, waiting times and patient rights. 
• Provide translated materials to ensure that all patients, regardless of their primary language, have access to important information. 
• Ensure that corridors and fire exit areas are free of trollies and boxes, and not blocking other doorways and the public telephone. 
• Ensure that confidentiality is maintained and conversations about personal information occur in private settings where patients feel safe discussing sensitive topics.
• To improve patient care, and minimise the waiting times, the JR dispensary should consider ways to integrate Patient Care Services (PCS) more effectively into their daily operations.
• Explore ways to improve provision of timely and effective patient transport crucial for enhancing healthcare delivery and ensuring patient satisfaction.

The Deputy Chief Nursing Officer at OUH responded to the report with an action plan drawn up to address the recommendations made, including timescales for each activity.